Overview of ContactPad

ContactPad is the main interface that agents use when making and receiving calls through Vonage Contact Center.

Agent's state

The first section of ContactPad shows the agent's current state and enables them to change their state.

State

State
Ready	Open
Wrap up	Open
Away	Open
Extended away	Open
Ready for outbound	Open

For information about changing states, see Changing states in ContactPad.

Buttons

The buttons that appear depends on the features that are enabled for your account. The following table includes all the buttons that can appear in the top section of ContactPad, below their state.

Name	Icon	Description	More information

Name	Icon	Description	More information
Ready		Puts agent into Ready state. Button is inactive when the agent is already in Ready state. Button is active when agent is in a state that they can set their status to Ready from, such as Away, Extended Away, Ready (Offline).	Agent states in ContactPad Changing states in ContactPad Making and receiving calls in ContactPad
Inactive	Open
Active	Open
Make Call		Initiates an outbound call. Button is inactive when the agent is handling an interaction, they are wrapping up their previous interaction, or — if disposition codes are enforced — the agent has not yet provided a disposition code. Button is active when agent is not handling interactions and is in a state they can make a call from, for example, Ready, Ready (Offline), Away,	Getting started with ContactPad Making and receiving calls in ContactPad
Inactive	Open
Active	Open
Consult		Initiates a consult. Button is inactive if the agent is not handling an interaction that they can consult on. Button is active when agent is handling an interaction that they can consult on.	Making and receiving calls in ContactPad Warm and cold transfers in ContactPad
Inactive	Open
Active	Open
Recording: Resume		Resumes recording. Button is inactive if the agent is not handling an interaction or recording is not in progress. Button is active if recording is in progress.	Call recording Pausing and resuming call recording in ContactPad
Inactive	Open
Active	Open
Recording: Pause	Open	Pauses recording.	Call recording Pausing and resuming call recording in ContactPad
Voicemail
Inactive	Open	Button is inactive when the agent has no quick voice messages available to play.
Active	Open	Plays a quick voice message at the beginning, during, or at the end of the call.	Quick voice messages in ContactPad
Voicemail plus Select Message	Open	Plays a quick voice message at the beginning, during, or at the end of the call with the option to select a message other than the default.	Quick voice messages in ContactPad
Video call	Open	Initiates a video call.	Video and screen sharing (Visual Engagement) Using video and sharing your screen
Video call in progress	Open	Stops a video call.
Transfer	Open	Transfers call to a consulted number.	Warm and cold transfers in ContactPad Making and receiving calls in ContactPad

Tabs

Depending on which features are enabled for your account, ContactPad has three or four tabs that show information relevant to your agents and their calls. By default, there are just three: home, information, and queue.

Home tab

Open

ContactPad home panel

The home tab contains:

• The agent's name and agent ID: Helspeth G (110)

• The callback numbers available for outbound presentation—available if enabled for your account: --Default--

• The agent's current telephone number—available if enabled for your account.

• The agent's call handling skill groups: 5, 354353

The bottom of the home tab contains two buttons:

• The Log Out button. Agents can click Log Out to log out from ContactPad.

• The Settings button.

Information tab

If the agent is not currently handling any interactions, the info panel contains a message.

Open

You have no active interactions at the moment

Otherwise the info panel contains or one or more interaction cards.

At the bottom of the inform panel, two buttons appear:

• Clicking the left button enables the agent to add a disposition code and notes relating to the interaction. For information about logging interactions, see Logging an interaction in ContactPad.

• Clicking the right button reports bad call quality to Vonage Contact Center. For information about reporting bad call quality, see Reporting problems in ContactPad.

If agents are using ContactPad in Salesforce, they will have an additional feature in the information tab. For more information, see ContactPad in Salesforce.

Queue tab

Open

ContactPad queue panel

The queue tab displays the number of calls waiting in the queues the agent is serving, based on their groups. The number also appears in the tab's tab for quick reference.

If agents are using skills based routing, the number includes calls that the agent can answer because the agent has all the mandatory skills, and calls that are in their personal queue (as well as sharing a service group). The number does not include calls that agents could answer only because a mandatory skill has expired, or because the personal queue has expired.

Messages

Success messages—when you have successfully changed a setting, for example—or error messages—when you try to make a call to an invalid number, for example—appear as toasts at the top of ContactPad.

Clicking the x removes the message, or the message disappears automatically after a few seconds.