Overview of ContactPad

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

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

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: 2, 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

The information tab contains:

• Direction of the current call, if the agent is on a call, or the previous call: LAST CALL - INBOUND
• The name of the telephone line the caller has dialed—available for inbound calls only.
• The name of the queue the call has come from—available for inbound calls only.
• The time that the caller waited in a queue—available if enabled for your account.
• The caller's telephone number.
• The telephone number that the caller dialed.

At the bottom of ContactPad, two buttons appear:

• Clicking the left button reveals the call GUID for the current or previous call. Clicking the button again hides the call GUID.
• 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

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 disappear automatically after a few seconds.