If your ContactWorld 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.
Before you use ContactPad with WebRTC, remember to set up audio devices properly. These devices include microphone, speakers, recording and playback equipment, and browser.
ContactPad with WebRTC is only supported in Chrome.
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.
To use ContactPad with WebRTC, perform the following steps:
In ContactPad, click Settings.
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.
Select the Use Softphone check box to use ContactPad with WebRTC. Click Save. Next time you make or receive a call, ContactPad will use WebRTC.
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.
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. For information about receiving an inbound call in the usual way, see Receiving an inbound call.
If enabled for your account and in your browser, a web notification also appears. For more information, see Call notifications.
- If you have auto-answer enabled for your account, Hangup and mute (a microphone icon) buttons appear and you are automatically connected to the caller.
- If you do not have auto-answer enabled for your account, Accept and Reject buttons appear.
- To ignore the call, click Reject. The call ends.
- To answer the call, click Accept. You are connected to the caller. The Accept and Reject buttons are replaced with Hangup and mute buttons.
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 Receiving an inbound call.
To send DTMF tones while the call is ongoing, click the arrow below Hangup and mute buttons to expand the panel and show the dial pad.
You end a call using ContactPad in the usual way. For information about ending calls, see Ending an inbound call. To hang up, click Hangup.
Using ContactPad in the usual way, when you make an outbound call, instead of your telephone handset ringing, additional buttons appear within ContactPad and you hear a tone through your configured headset or speakers. For information about making an outbound call in the usual way, see Making an outbound call.
If you have auto-answer enabled for your account, Hangup and mute (a microphone icon) buttons apear and you hear ringing until you are connected to the target number or agent.
If you do not have auto-answer enabled for your account, Accept and Reject buttons appear.
To cancel the call, click Reject. The call ends.
To continue with making the call, click Accept. You hear ringing until you are connected to the target number or agent. The Accept and Reject buttons are replaced with Hangup and mute buttons.
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.
To send DTMF tones while the call is ongoing, click the arrow below the buttons to expand the panel and show the dial pad.
You end your outbound call in the same way as you would end a normal inbound call. For information about ending inbound calls, see Ending 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.