If your Vonage Contact Center account is enabled to use WebRTC, you have the feature switched on for your individual agent account, and you have added the WebRTC for Vonage Contact Center 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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When using ContactPad with WebRTC, you should follow these best practices:
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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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| false | Your supervisor can also switch on WebRTC for you. For information for supervisors to switch on WebRTC for your account, see 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 Vonage Contact Center.
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.
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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. | ||
| Play a short tone when the call ends | Select the Play a short tone when the call ends check box to enable a call end tone. When a connected call is disconnected by either the agent or the customer, a short tone is played. By default the check box is selected. The volume of the tone is determined by the ringing volume you select in Primary Ringing Volume. | ||
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:
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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 Vonage Contact Center 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 Vonage Contact Center 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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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 Vonage Contact Center 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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