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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 Allow and Deny Block buttons appear. Click Allow.


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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 and you are permitted to control the feature yourself, the Use Softphone check box is available.


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    Enabling WebRTC



  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.


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titleReceiving an inbound call using ContactPad with WebRTC

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

If enabled for your account and in your browser, a web notification also appears. For more information, see Call notifications.

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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.
    • 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 can hear the caller through the speakers that you have configured and the caller can hear you when you speak into your configured microphone.

You can perform any of the tasks described in Receiving an inbound call.

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To send DTMF tones while the call is ongoing, click the arrow below Hangup and mute buttons to expand the panel and show the dial pad.


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

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

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