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If your ContactWorld account is enabled to use WebRTC and you have the feature switched on for your individual agent account, you can make and receive calls using your usual computer or device; you do not need a physical telephone. For more information, see ContactPad with WebRTC.

Note

Before you use ContactPad with WebRTC, remember to set up audio devices properly. These devices include microphone, speakers, recording and playback equipment, and browser.

ContactPad with WebRTC is only supported in Chrome.

The first time you use ContactPad with WebRTC, your browser might ask permission to use the device's audio hardware. In Chrome Chrome Allow and  and Deny buttons  buttons appear. Click Click Allow.

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titleReceiving an inbound call using ContactPad with WebRTC
titleEnabling WebRTC in ContactPad

To use ContactPad with WebRTC, perform the following steps:

  1. In ContactPad, click Settings.

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    A new dialog box appears. If your account has been configured to use WebRTC, the Use Softphone check box is available.

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  2. Select the Use Softphone check box to use ContactPad with WebRTC. Click Save. Next time you make or receive a call, ContactPad will use WebRTC.

You can use the Use Softphone check box to switch between using WebRTC and a physical telephone whenever you need to, without help from your supervisor.

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Your supervisor can also switch on WebRTC for you. For information for supervisors to switch on WebRTC for your account, see Enabling individual agents to use ContactPad with WebRTC. Whether you or your supervisor switches on WebRTC, the two methods have the same effect; updating one will change the other.
Receiving an inbound call using ContactPad with WebRTC

If you have Softphone enabled, you can make and receive calls using your usual computer or device, without any need for a physical telephone.

Using ContactPad in the usual way, when you receive an incoming call, instead of your telephone handset ringing, additional buttons appear within ContactPad and you hear a tone through your configured headset or speakers. For information about Softphone pops in your browser.

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For information on receiving an inbound call in the usual way, see Receiving an inbound call.

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  • If you have auto-answer enabled for your account, Hangup and mute (a microphone icon) buttons appear and you are automatically connected to the caller.
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If you do not have auto-answer enabled for your account, Accept and Reject buttons appear.
To ignore the call, click Reject. The call ends.

At the point when your phone would ordinarily ring, Softphone appears.

  • To answer the call, click Accept.

    You are connected to the caller.

    The Accept and Reject buttons are replaced with Hangup and mute buttons. 
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When you are connected to the caller, you

  • You can hear the caller through the speakers that you have configured and the caller can hear you when you speak into your configured microphone. The Accept and Reject buttons are replaced with Hangup and mute (a microphone icon) buttons.

    You can perform any of the tasks described

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  • To ignore the call, click Reject.

  • To send DTMF tones while the call is ongoing, click the arrow below

Hangup and mute

  • the Softphone buttons to expand the Softphone panel and show the dial pad.

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You end a call using ContactPad Softphone in the usual way. For information about on ending calls, see Ending an inbound call. To  To hang up your Softphone, click Hangup.

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titleMaking an outbound call using ContactPad with WebRTC

If you have Softphone enabled, you can make and receive calls using your usual computer or device, without any need for a physical telephone.

Using ContactPad in the usual way, when you make an outbound call, instead of your telephone handset ringing,  additional buttons appear within ContactPad and you hear a tone through your configured headset or speakers. For information about Softphone pops in your browser.

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For information on making an outbound call in the usual way, see Making an outbound call.

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  • If you have auto-answer enabled for your account, Hangup and mute (a microphone icon) buttons apear and you hear ringing until you are connected to the target number or agent.

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If you do not have auto-answer enabled for your account, Accept and Reject buttons appear.

To cancel the call, click Reject. The call ends

At the point when your phone would ordinarily ring, Softphone appears.

  • To continue with making the call, click Accept.

    You hear ringing until you are connected to the target number or agent.

    The Accept and Reject buttons are replaced with Hangup and mute buttons.
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  • If the person you are calling answers their phone, you are connected to the

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  • caller. You can hear the person who answers the phone through the speakers that you have configured and that person can hear you when you speak into your microphone. The Accept and Reject buttons are replaced with Hangup and mute (a microphone icon) buttons.

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  • To cancel the call, click Reject.

  • To send DTMF tones while the call is ongoing, click the arrow below the Softphone buttons to expand the Softphone panel and show the dial pad.
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You end your outbound call using Softphone in the same way as you would end a normal inbound call. For information about on ending inbound calls, see Ending an inbound call. To hang up your Softphone, click Hangup. The only difference is that all outbound calls receive the same amount of wrap up time, as set by your supervisorAdministrator, while inbound calls receive a wrap up time that depends on the type of inbound call.

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titleEnding a call using ContactPad with WebRTC

You end a call using ContactPad with WebRTC Softphone in the usual way. For information on ending calls, see Ending an inbound call. To hang up your Softphone, click Hangup.

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