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Previously, to use ContactPad with WebRTC agents had to install the WebRTC for Vonage Contact Center extension into their Chrome or Edge browser. From January 1, 2023, the extension will no longer work due to Google's changes to the way browser extensions work in Chromium-based browsers. Over the coming months, Vonage will migrate VCC accounts to a new way of using ContactPad with WebRTC which doesn't require an extension. When your account has been migrated, we recommend that your agents disable or remove the WebRTC for Vonage Contact Center extension from their browser or browsers. |
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.