If your Vonage Contact Center (VCC) account is enabled to use WebRTC, and 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 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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Previously, to use ContactPad with WebRTC , remember to set up audio devices properly. These devices include microphone, speakers, recording and playback equipment, and browser. The first time you use ContactPad with WebRTC, your browser might ask permission to use the device's audio hardware. In Chrome Allow and Block buttons appear. Click Allow. Whenever you log in to or reload ContactPad, a Connecting To Chrome Extension message, a Connecting To Telephony message, or both, appear briefly in ContactPad.you had to install the WebRTC for Vonage Contact Center extension into their Chrome or Edge browser. In the near future, 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 your accounts to using WebRTC without an extension. When your account has been migrated, we recommend that you disable or remove the WebRTC for Vonage Contact Center extension from your browsers. |
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When using ContactPad with WebRTC, you should follow these best practices:
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Setting up WebRTC for ContactPad
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 browser. For information about adding the extension, see Adding the WebRTC for Vonage Contact Center extension to your Chrome browser later in this page.
Enabling WebRTC in ContactPad
To use ContactPad with WebRTC, perform the following steps:
In ContactPad, click Settings.
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A new dialog box appears. If your account has been configured to use WebRTC and you are permitted to control the feature yourself, the Use Softphone check box is available. |
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You can use the Use Softphone check box to switch between using WebRTC and a physical telephone whenever you need to, without help from your supervisor.
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| Your supervisor can also switch on WebRTC for you. For information for supervisors to switch on WebRTC for your account, see How do I enable an agent to use ContactPad with WebRTC? in Configuring individual users. Whether you or your supervisor switches on WebRTC, the two methods have the same effect; updating one will change the other. |
Adding the WebRTC for Vonage Contact Center extension to your Chrome browser
To use ContactPad with WebRTC, you must add the WebRTC for Vonage Contact Center extension to your Chrome 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 containing ContactPad during a call. You can open and close any number of Chrome 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 browser window.
To add the extension to your browser, perform the following tasks:
- Go to https://chrome.google.com/webstore/detail/webrtc-for-contactworld/jahbgfelgdkpjhbcggnkfglaldkhodmi.
Alternatively go to the chrome web store at https://chrome.google.com/webstore. Search the store for WebRTC for Vonage Contact Center.
Click to add the extension to Chrome.
If prompted, click to confirm that you want to add the extension. A new browser window opens. 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.
- 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 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.
You can also click the icon during an existing outbound call to control that call in the same way. For information about making an outbound call using ContactPad with WebRTC, see Making an outbound call using ContactPad with WebRTC later in this page.
You can open and close any number of Chrome browser windows—even the window containing ContactPad—and the call remains connected.
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| ContactPad must be open and you must be logged in to ContactPad when an incoming call first arrives or you make an outbound call. |
Optional settings for WebRTC for Vonage Contact Center extension for Chrome
When you have added the WebRTC for Vonage Contact Center extension to your Chrome browser, you can optionally configure various settings. To access these settings, right-click the extension's icon in Chrome's address bar and click Options. The available options appear in a new browser tab.
The following options are available:
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Basic settings
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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.
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| 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.
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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.
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| 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.
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Audio Devices
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The volume of ringing in the primary output device.
Select a ringing volume from 0% to 100%. The default level is 100%.
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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.
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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.
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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.
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Advanced Settings
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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
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- 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.
Receiving an inbound call using ContactPad with WebRTC
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.
If enabled for your account and in your browser, a web notification also appears. For more information, see Call notifications.
To receive an inbound call using the WebRTC for Vonage Contact Center Chrome extension, ContactPad does not need to be visible in any browser window. You can use the extension in any Chrome browser window.
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The buttons appear in the Chrome 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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When you are connected to the caller, you can hear the caller through the speakers that you have configured and the caller can hear you when you speak into your configured microphone.
You can perform any of the tasks described in Working with an inbound call. During your inbound call, you can also control the call using a WebRTC keypad in ContactPad. For information about using the keypad during a call, see Controlling a call using the WebRTC keypad in ContactPad in this page.
You end a call using ContactPad in the usual way. For information about ending calls, see Working with an inbound call. To hang up, click Hangup.
Making an outbound call using ContactPad with WebRTC
To make an outbound call, you must initiate the call in ContactPad in the usual way.
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 browser window and ContactPad does not need to be visible in any browser window.
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If the person you are calling answers their phone, you are connected to the target number. You can hear the person who answers the phone through the speakers that you have configured and that person can hear you when you speak into your microphone.
During your outbound call, you can control the call using a WebRTC keypad in ContactPad. For information about using the keypad during a call, see Controlling a call using the WebRTC keypad in ContactPad in this page.
You end your outbound call in the same way as you would end a normal inbound call. For information about ending inbound calls, see Working with an inbound call. To hang up, click Hangup. The only difference is that all outbound calls receive the same amount of wrap up time, as set by your supervisor, while inbound calls receive a wrap up time that depends on the type of inbound call.
Controlling a call using the WebRTC keypad in ContactPad
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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.
For information about tasks you can perform during a call using a keypad, see Controlling calls using your telephone keypad. |
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Ending a call using ContactPad with WebRTC
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