If your NewVoiceMedia platform account is enabled to use WebRTC, you have the feature switched on for your individual agent account, and you have added the WebRTC for NewVoiceMedia extension to your Chrome browser, 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.
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Setting up WebRTC for ContactPadContactPad
To use WebRTC in ContactPad, you or your supervisor must switch the feature on for your individual ContactPad. For information about switching this on, see see Enabling WebRTC in ContactPad later in this page. You must then add the WebRTC for NewVoiceMedia extension to your Chrome browser. For information about adding the extension, see see Adding the WebRTC for NewVoiceMedia extension to your Chrome browser later in this page.
Enabling WebRTC in ContactPad
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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 How do I enable an agent to use ContactPad with WebRTC? in Configuring individual users. Whether you or your supervisor switches on WebRTC, the two methods have the same effect; updating one will change the other. |
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- Go to https://chrome.google.com/webstore/detail/webrtc-for-contactworld/jahbgfelgdkpjhbcggnkfglaldkhodmi.
Alternatively go to the chrome web store at https://chrome.google.com/webstore. Search the store for WebRTC for NewVoiceMedia .
Click to add the extension to Chrome.If prompted, click to confirm that you want to add the extension. A new browser window opens.
At this point a pop up may appear requesting to use your microphone—if so, you will also see an error message in red: WebRTC permissions denied. Click to allow the extension to use your microphone—the error message is replaced by a success message in green: WebRTC permissions granted.
- In the new browser window, check that all the messages are green and correct any errors.
Now, when you receive an incoming call, click WebRTC for NewVoiceMedia's icon in any Chrome window to answer and control the call. For information about receiving a call using ContactPad with WebRTC, see Receiving an inbound call using ContactPad with WebRTC later in this page.
You can also click the icon during an existing outbound call to control that call in the same way. For information about making an outbound call using ContactPad with WebRTC, see Making an outbound call using ContactPad with WebRTC later in this page.
You can open and close any number of Chrome browser windows—even the window containing ContactPad—and the call remains connected.
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| Setting | Description | ||
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Basic settings | |||
| Inbound Auto Answer | If you select the Inbound Auto Answer check box, when you receive an inbound call, ContactPad automatically answers the call and you are connected to the caller.
Select or clear the Inbound Auto Answer check box to enable or disable the auto-answer feature. By default, the check box is cleared. | ||
| Outbound Auto Answer | If you select the Outbound Auto Answer check box, when you make an outbound call, ContactPad automatically initiates the call and you hear ringing until you are connected to the target number or agent.
Select or clear the Outbound Auto Answer check box to enable or disable the auto-answer feature. By default, the check box is selected. | ||
Audio Devices | |||
| Primary Ringing Volume | The volume of ringing in the primary output device. Select a ringing volume from 0% to 100%. The default level is 100%. | ||
| Primary Output Device | A list of available output audio devices. Specify the audio device (speakers) you want to use. By default, the extension uses the default device for your system. When you receive an inbound call or make an outbound call, unless you have selected Auto Answer, you will hear ringing in your selected device. When the call is connected, you will hear the other party through the device. | ||
| Preferred Output Device | Your preferred output audio device. The audio device you select as your preferred audio device will be selected as the Primary Output Device whenever that device is available. | ||
| Secondary Ringing Device | A list of available output audio devices. Optionally specify the secondary ringing device (speakers) you want to use. By default, the extension does not use a secondary ringing device. When you receive an inbound call or make an outbound call, unless you have selected Auto Answer, you will hear ringing in your primary audio device. You can optionally select a secondary ringing device. If you do not answer the call within the time period you specify, you will also hear ringing in your secondary ringing device. When the call is connected, you will hear the other party through your primary audio device. | ||
| Secondary Ringing Delay | The number of seconds before ringing starts in the secondary ringing device. Specify the number of seconds to wait before ringing starts in your secondary ringing device. By default, the delay is 0 seconds. | ||
Advanced Settings | |||
| Auto Gain Control | Select the Auto Gain Control check box to enable automatic gain control. By default, the check box is selected. | ||
| Echo Cancellation | Select the Echo Cancellation check box to enable echo cancellation. By default, the check box is selected. | ||
| Noise Suppression | Select the Noise Suppression check box to enable Noise suppression. By default, the check box is selected. | ||
| Highpass Filter | Select the Highpass Filter check box to enable a high-pass filter. By default, the check box is selected. | ||
| Periodic Extension reload | Select the Periodic Extension reload check box to reload the extension in the following circumstances:
or
By default, the check box is not selected. | ||
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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. In addition, the WebRTC for NewVoiceMedia extension contains buttons that you can use to accept the incoming call. For information about receiving an inbound call in the usual way, see Working with an inbound call.
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To receive an inbound call using the WebRTC for NewVoiceMedia Chrome extension, ContactPad does not need to be visible in any browser window. You can use the extension in any Chrome browser window.
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The buttons appear in the Chrome extension in addition to the ContactPad buttons; you can control the call using the buttons in ContactPad—if visible—or in the extension. |
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You can perform any of the tasks described in Working with an inbound call. During your inbound call, you can also control the call using a WebRTC keypad in ContactPad. For information about using the keypad during a call, see Controlling a call using the WebRTC keypad in ContactPad in this page.
You end a call using ContactPad in the usual way. For information about ending calls, see Working with an inbound call. To hang up, click Hangup.
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When you make the outbound call, instead of your telephone handset ringing, additional buttons appear within ContactPad and you hear a tone through your configured headset or speakers. The WebRTC for NewVoiceMedia extension also contains buttons that you can use to continue with outbound calls. For information about making an outbound call in the usual way, see Making an outbound call.
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During your outbound call, you can control the call using a WebRTC keypad in ContactPad. For information about using the keypad during a call, see Controlling a call using the WebRTC keypad in ContactPad in this page.
You end your outbound call in the same way as you would end a normal inbound call. For information about ending inbound calls, see Working with an inbound call. To hang up, click Hangup. The only difference is that all outbound calls receive the same amount of wrap up time, as set by your supervisor, while inbound calls receive a wrap up time that depends on the type of inbound call.
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If you cannot use the WebRTC for NewVoiceMedia extension in Chrome, as long as your NewVoiceMedia platform account has been deployed using WebRTC technology, you can try enabling and using ContactPad with WebRTC in Firefox. For information about how to enable ContactPad with WebRTC in Firefox, see Enabling WebRTC in ContactPad earlier in this page. Use ContactPad with WebRTC in Firefox as described in previous sections in this page, disregarding any information about the Chrome extension.
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