If your Vonage Contact Center (VCC) account uses WebRTC technology, agents don't need a physical telephone to VCC. 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, the agent's individual account and Agent Workspace.
Limitations when using Agent Workspace 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)).
When an agent uses WebRTC when making or receiving a call, instead of their telephone ringing as normal, buttons for controlling the call appear in their agent experience. The buttons enable agents to accept incoming calls or continue with outbound calls.
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.
For information about using WebRTC, see Using Agent Workspace with WebRTC.
If VCC loses connection with Vonage's WebRTC and if enabled for your account, Vonage will automatically connect VCC 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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