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 for Vonage Contact Center extension into their Chrome or Edge browser.
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WebRTC must be enabled for the agent's VCC account and the agent's individual account and ContactPad.
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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, 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. |
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For information about using WebRTC in ContactPad, see Using ContactPad with WebRTC.
If ContactPad loses connection with Vonage's WebRTC and if enabled for your account, Vonage will automatically connect ContactPad to a backup WebRTC provider to restore service. As long as the backup provider is not blocked by your firewall, the switch from Vonage's WebRTC to the other provider will occur seamlessly. For information about configuring your firewall to allow WebRTC traffic, see Firewall configuration in Technical prerequisites.
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