If your Vonage Contact Center (VCC) account is enabled to use WebRTC, and you have the feature switched on for your individual agent account, 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.
WebRTC for Vonage Contact Center extension
Previously, to use ContactPad with WebRTC you had to install the WebRTC for Vonage Contact Center extension into your Chrome or Edge browser. From January 1, 2023, this extension will no longer work due to changes in how extensions work.
Over the coming months, your account will be migrated to the new way of using ContactPad with WebRTC. When your account has been migrated, we recommend that you disable or remove the WebRTC for Vonage Contact Center extension from your browser or browsers. Until January 1, 2023, if the extension is still enabled, buttons for accepting and rejecting the call appear in the extension as well as in ContactPad. Buttons to to mute and hang up the call appear in the extension too and there are some additional options available. For more information about using the extension, see the Using the WebRTC for Vonage Contact Center extension section later in this page.
Limitations when using ContactPad with WebRTC
We develop, test, and support using ContactPad with WebRTC in the most recent version of Chrome only.
Supervisor monitoring does not work with WebRTC (unless you are using the Team Dashboards (beta access)).
Best practices for using ContactPad with WebRTC
When using ContactPad with WebRTC, you should follow these best practices:
- Web browser:
- Reduce the number of windows and tabs you have open.
- Regularly clear browsing history, cookies, and cached images and files, ideally weekly.
- Hardware:
- Upgrade computer hardware if CPU or memory limits are being reached.
- Regularly restart computer, ideally daily.
- Use a wired Ethernet connection (rather than a wireless connection) to connect to the network. Disable WiFi.
- Software
- Remove any non-essential applications.
- Update audio and headset drivers to their latest versions.
- Other:
- Configure your headset as the default device for audio (playback and recording).
Disable exclusive mode settings for your audio (playback and recording) devices.