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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, and you have added the WebRTC for ContactWorld 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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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 Block buttons appear. Click Allow.

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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 Enabling WebRTC in ContactPad. You can also, optionally, You must then add the WebRTC for ContactWorld extension to your Chrome browser to get the maximum benefit from WebRTC in ContactPad. For information about adding the extension, see Adding the WebRTC for ContactWorld extension to your Chrome browser.

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Adding the WebRTC for ContactWorld extension to your Chrome browser

For an enhanced WebRTC experienceTo use ContactPad with WebRTC, you can optionally must add the WebRTC for ContactWorld extension to your Chrome browser. This extension enables you to configure options such as preferred audio devices, secondary ringing, and auto-answer. On adding the extension, you can also browse away from the Chrome window containing ContactPad during a call. You can open and close any number of Chrome browser windows—even the window containing ContactPad—and the call remains connected. You can also use the extension to answer and control calls from any Chrome browser window.

To add the extension to your browser, perform the following tasks:

  1. Go to the 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 ContactWorld and click .
    Click to add the extension to Chrome.chrome webstoreImage ModifiedIf prompted, click to confirm that you want to add the extension. A new browser window opens.
  2. 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 replace replaced by a success message in green: WebRTC permissions granted.

  3. In the new browser window, check that all the messages are green and correct any errors.WebRTC extension success

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SettingDescription
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.

Note
This setting overrides your account settings.

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.

Note
This setting overrides your account settings.

Select or clear the Outbound Auto Answer check box to enable or disable the auto-answer feature. By default, the check box is selected.

WebRTC Audio Settings
Auto Gain ControlSelect the Auto Gain Control check box to enable automatic gain control. By default, the check box is selected.
Echo CancellationSelect the Echo Cancellation check box to enable echo cancellation. By default, the check box is selected.
Noise SuppressionSelect the Noise Suppression check box to enable Noise suppression. By default, the check box is selected.
Highpass FilterSelect the Highpass Filter check box to enable a high-pass filter. By default, the check box is selected.
Audio Devices
Input DeviceA list of available input audio devices. Specify the audio input device (microphone) you want to use. By default, the extension uses the default input device for your system.
Primary Current Output Device

A list of available output audio devices. Specify the primary audio output device (speakers) you want to use. By default, the extension uses the default output 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 primary audio selected device. When the call is connected, you will hear the other party through your primary audio devicethe device.

Preferred Output Device

Your preferred output audio device. The audio device you select as your preferred audio device will be selected as the Current 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 DelayThe 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.

Receiving 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. In addition, the WebRTC for ContactWorld extension contains buttons that you can use to accept the incoming call. 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.

To receive an inbound call using the WebRTC for ContactWorld 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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  • If you do not have auto-answer enabled for your account, Accept and Reject buttons appear in ContactPad and in the WebRTC for ContactWorld extension. Click the extension's icon in Chrome's address bar to see the available buttons.
    • 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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  • If you have auto-answer enabled for inbound calls for your account, Hangup and mute (a microphone icon) buttons appear in ContactPad and you are automatically connected to the caller.
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titleReceiving an inbound call using the WebRTC for ContactWorld Chrome extension
To receive an inbound call using the WebRTC for ContactWorld Chrome extension, ContactPad does not need to be visible in any browser window
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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 existing ContactPad buttons; you can still control the call using WebRTC in ContactPad as described.

If you have added the WebRTC for ContactWorld Chrome extension, but have not enabled the Auto Answer settings, you can accept or reject the call using the extension. Click
  • The available buttons also appear in the WebRTC for ContactWorld extension. Click the extension's icon in Chrome's address bar to see the available buttons.
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  • If you have added the WebRTC for ContactWorld Chrome extension and enabled the Auto Answer settings, click the extension's icon in Chrome's address bar to see the available buttons. Hang up and mute buttons appear in the extension and you are automatically connected to the caller. 
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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.

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Making an outbound call using ContactPad with WebRTC

Using To make an outbound call, you must initiate the call in ContactPad in the usual way, when . 

When you make an 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 ContactWorld 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.

You can use the extension in any Chrome browser window and ContactPad does not need to be visible in any browser window.

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

    • To cancel the call, click Reject. The call ends.

    • 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.

    You can also accept or reject the call using the extension. Click the extension's icon in Chrome's address bar to see the available buttons.


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  • If you have auto-answer enabled for outbound calls for your account, Hangup and mute (a microphone icon) buttons apear appear in ContactPad and you hear ringing until you are connected to the target number or agent.
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titleMaking an outbound call using the WebRTC for ContactWorld Chrome extension

To make an outbound call, you must initiate the call in ContactPad in the usual way. You can then continue working with the call using the WebRTC for ContactWorld Chrome extension. You can use the extension in any Chrome browser window and ContactPad does not need to be visible in any browser window.

Info

The buttons appear in the Chrome extension in addition to the existing ContactPad buttons; you can still control the call using WebRTC in ContactPad as described.

If you have added the WebRTC for ContactWorld Chrome extension, but have not enabled the Auto Answer settings, you can accept or reject the call using the extension. Click
  • Hang up and mute buttons also appear in the WebRTC for ContactWorld extension. Click the extension's icon in Chrome's address bar to see the available buttons.
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  • If you have added the WebRTC for ContactWorld Chrome extension and enabled the Auto Answer settings, click the extension's icon in Chrome's address bar to see the available buttons. Hang up and mute buttons appear in the extension and you hear ringing until you are connected to the target number or agent. 


If the person you are calling answers their phone, you are connected to the target number. 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.

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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 either Hangup in ContactPad or the hang up button in the Chrome extension.

ContactPad and WebRTC in Firefox browsers

If you cannot use the WebRTC for ContactWorld extension in Chrome, as long as your ContactWorld 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. Use ContactPad with WebRTC in Firefox as described in previous sections in this page, disregarding any information about the Chrome extension

Note

We do not support using ContactPad with WebRTC in Firefox; however other users report that the feature works well in this browser.