Browser Calling (WebRTC)

8 min

We’re excited to introduce Browser Calling (WebRTC) on Exotel’s IP Platform (Beta). This feature lets your agents make and receive calls directly from their web browser — without needing a phone — while staying compliant under Exotel’s Unified License (UL VNO).

What is Browser Calling?

Browser Calling (WebRTC) allows your agents to handle calls through a softphone widget inside Exotel.

With Browser Calling you can:

Make and receive calls directly in the browser.

Use Mobile Virtual Numbers (MVN, Type: IP-PSTN) for IP-based calling.

Toggle between PSTN and IP calling depending on connectivity.

Enforce KYC for regulatory compliance.

Maintain business continuity with PSTN fallback.

Benefits at a Glance

Simple call widget – Pop-up for incoming and outgoing calls with accept/reject and hold/mute controls.

Switch easily – Toggle between IP and PSTN calling depending on your network conditions.

Full call details – View on-call statuses, callbacks, and logs after every call.

Work anywhere – Agents can make and receive calls from any internet connection, ideal for remote teams.

Stay connected – Built-in PSTN fallback ensures business continuity.

Enablement & Scope

Available for SG Stamp and Mumbai Stamp tenants (phased rollout: Hyd, Mumbai, Bangalore, Delhi, Gujarat).

One MVN per account by default. Additional MVNs require KYC.

Landline DIDs (Type: PSTN-only) cannot be used for IP calls.

Browser Calling can be enabled/disabled at account level from Exolite Admin → Call Settings.

How to Get Started

Step 1: Enable Browser Calling

Go to Admin → Call Settings.

Toggle Enable Browser Calling.

Step 2: Purchase a Number

Navigate to Procure a New ExoPhone.

Select city, number type (MVN or Landline DID) and role: PSTN-only, IP-only, or IP + PSTN intermix.

Complete purchase.

1st MVN → allocated by default.

2nd MVN or more → dashboard prompts for KYC upload. Currently via email to [email protected].

Step 3: Assign Numbers to Flows

After purchase, assign the number to an App Bazaar flow for inbound calls.

Define number role: PSTN-only, IP-only, or IP + PSTN intermix.

Step 4: SIP User Creation & Verification

New Users: SIP ID auto-created at signup.

Existing Users: SIP ID created but shown as Unverified.

Reset password at the VoIP Info Page to activate.

Admins can check user status (verified/unverified) in the Co-worker page.

Step 5: Making Calls

Outbound Calls:

If caller ID = MVN (IP-PSTN) → supported for IP + PSTN.

If caller ID = Landline DID (PSTN-only) → call fails with error “This number type does not support IP calling.” (or fallback to PSTN if enabled).

Inbound Calls:

If MVN assigned → inbound calls can ring on SIP or PSTN.

If no MVN → inbound SIP calls fail gracefully and fallback to PSTN.

Admins can configure mandatory PSTN fallback at group/account level.

Rollback & Deletion

If you no longer want to use an MVN: Delete an ExoPhone.

Deleting MVN immediately blocks browser calling (SIP IDs remain visible but inactive).

Voice Softphone

Learn how to use Exotel’s browser softphone: Voice Communication with Exotel’s VoIP Softphone (Beta).

FAQs

Q. Can I use Landline DIDs for Browser Calling? A. No, Landline DIDs (Type: PSTN-only) cannot be used for IP calls.

Q. How many MVNs can I buy? A. One MVN per account by default. More require KYC.

Q. What happens if I delete my MVN? A. Browser Calling stops immediately. SIP IDs remain but unusable.

Q. Will my SMS/WhatsApp campaigns be affected? A. No, messaging continues unaffected.