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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 Google Chrome or Microsoft Edge (Chromium) 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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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 later in this page. You must then add the WebRTC for Vonage Contact Center extension to your Chrome Chrome or Edge browser. For information about adding the extension, see Adding the WebRTC for Vonage Contact Center extension to your Chrome browseryour browser later in this page.

Enabling WebRTC in ContactPad

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Adding the WebRTC for Vonage Contact Center extension to your

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browser

To use ContactPad with WebRTC, you must add the WebRTC for Vonage Contact Center extension to your Chrome or Edge 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 browser window containing ContactPad during a call. You can open and close any number of Chrome or Edge 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 or Edge browser window.

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

1. Go to Depending on which browser you want to use, go to one of the following pages:
   • For Chrome: WebRTC for Vonage CC.
     Alternatively go to the Chrome web store at https://chrome.google.com/webstore
   /detail/webrtc-for-contactworld/jahbgfelgdkpjhbcggnkfglaldkhodmi
   • . Search the store for WebRTC for Vonage CC.
   • For Edge: WebRTC for Vonage CC.
     Alternatively go
   to the chrome web store
   • to Edge Add-ons at https://
   chrome
   • microsoftedge.
   google.com/webstore. Search the store
   • microsoft.com/addons/Microsoft-Edge-Extensions-Home. Search for WebRTC for Vonage
   Contact Center
   • CC.
2. Click to add the extension to Chromeyour browser.
   If prompted, click to confirm that you want to add the extension. A new browser window opens.

3. 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.

4. 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 Vonage Contact Center's icon in any Chrome or Edge 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.

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You can open and close any number of Chrome and Edge browser windows—even the window containing ContactPad—and the call remains connected.

Optional settings for WebRTC for Vonage Contact Center extension

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When you have added the WebRTC for Vonage Contact Center extension to your Chrome or Edge browser, you can optionally configure various settings. To access these settings, right-click the extension's icon in Chromeyour browser's address bar and click Options or Extension options respectively. The available options appear in a new browser tab.

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Setting	Description
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.
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: The agent is not on a call AND has made or received at least one call since the last reload AND ContactPad is not open in any browser or The agent is not on a call AND has made or received at least one call since the last reload AND has not made or received a call in at least 5 minutes AND the extension has been running for at least 2 hours 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 extensionCenter extension, ContactPad does not need to be visible in any browser window. You can use the extension in any Chrome or Edge browser window.

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The buttons appear in the Chrome browser 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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Column width 60% If you do not have auto-answer enabled for your account, Accept and Reject buttons appear in ContactPad and in the WebRTC for Vonage Contact Center extension. Click the extension's icon in Chromeyour browser'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. Column width 40%

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Column width 60% 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. The available buttons also appear in the WebRTC for Vonage Contact Center extension. Click the extension's icon in Chromeyour browser's address bar to see the available buttons. Column width 40%

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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.

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

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Column width 60% 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 Chromeyour browser's address bar to see the available buttons. Column width 40%

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Column width 60% If you have auto-answer enabled for outbound calls for your account, Hangup and mute (a microphone icon) buttons appear in ContactPad and you hear ringing until you are connected to the target number or agent. Hang up and mute buttons also appear in the WebRTC for Vonage Contact Center extension. Click the extension's icon in Chromeyour browser's s address bar to see the available buttons. Column width 40%

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Column width 60% To control an ongoing call using a WebRTC keypad in ContactPad, click the arrow below the Hangup and mute buttons. The panel expands and displays the keypad. Note The WebRTC keypad only appears in ContactPad and not in the Chrome WebRTC extension. For information about tasks you can perform during a call using a keypad, see Controlling calls using your telephone keypad. Column width 40%

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You end a call using ContactPad with WebRTC in the usual way. For information about ending calls, see Working with an inbound call. To hang up, click either Hangup in ContactPad or the hang up button in the Chrome extensionWebRTC extension.