If your Vonage Contact Center (VCC) account uses WebRTC technology, agents don't need a physical telephone to use ContactPad. Instead an agent can use their usual computer or device to make and receive calls. To do so, 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 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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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.
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For information about
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For information about 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.
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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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