If your Vonage Contact Center (VCC) account uses WebRTC technology, agents don't need a physical telephone to use ContactPad. Instead agents an agent can use their usual computer or device to make and receive calls. To do so, agents must add the WebRTC WebRTC must be enabled for the agent's VCC account and the agent's individual account and ContactPad.
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Over the coming months, Vonage will migrate VCC accounts to a new way of using ContactPad with WebRTC. This new way doesn't require an extension. To protect against service interruptions however, we recommend that you keep or install the WebRTC for Vonage Contact Center extension |
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in your Chrome or Edge browser. For information about the WebRTC for Vonage Contact Center extension, see WebRTC for Vonage Contact Center extension later in this page. |
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WebRTC for Vonage Contact Center extension
When an agent uses ContactPad to make or receive a call, instead of their telephone ringing as normal, the WebRTC for Vonage Contact Center extension appears. The extension contains buttons that the agent can use buttons for controlling the call appear in ContactPad. The buttons enable agents to accept incoming calls or continue with outbound calls. For information about using ContactPad with WebRTC, see Using ContactPad with WebRTC.
In addition to making and receiving calls, the agent can also mute and hang up the call, and configure options such as preferred audio devices, secondary ringing, and auto-answer. On adding the extension, agents can also browse away from the Chrome or Edge window containing ContactPad during a call. The agent can open and close any number of browser windows—even the window containing ContactPad—and the call remains connected. The agent can also use the extension to answer and control calls from any Chrome or Edge browser window.
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ContactPad must be open and the agent logged in to ContactPad when a call first arrives. If a call is already waiting and , the agent's initial state is set to Ready, and auto answer for inbound calls is turned on, when the agent logs in, they may receive the call too soon. The agent, ContactPad, or WebRTC may not actually be ready to handle the call. To avoid this issue, the initial agent login state for agents in your account should be a state other than Ready. We recommend that the state is set to either an offline or an away state, Ready for outgoing or Away, for example. For information about setting the initial agent login state, see Configuring agent states. Alternatively, auto-answer for inbound calls should be turned off. |
For information about adding the extension, see using WebRTC in ContactPad, see Using ContactPad with WebRTC.
WebRTC for Vonage Contact Center extension
To use the WebRTC for Vonage Contact Center extension, agents must add the extension into their Chrome or Edge browser.
Using the extension, when an agent uses ContactPad to make or receive a call, instead of their telephone ringing as normal, the WebRTC for Vonage Contact Center extension appears. The extension contains buttons that the agent can use to accept incoming calls or continue with outbound calls.
On adding the extension, agents can browse away from the Chrome or Edge window containing ContactPad during a call. The agent can open and close any number of browser windows—even the window containing ContactPad—and the call remains connected. The agent can also use the extension to answer and control calls from any Chrome or Edge browser window.
For information about using WebRTC in ContactPad, see the Using the WebRTC for Vonage Contact Center extension section in Using ContactPad with WebRTC.