ContactPad with Screen Lock for Vonage Contact Center
Overview
The Screen Lock for Vonage Contact Center (VCC) extension can update an agent's state in ContactPad whenever their computer locks - either manually by the agent or automatically due to inactivity.
Default behavior (without the extension)
By default, when an agent's computer locks, their state in ContactPad remains unchanged. VCC continues to deliver interactions based on the agent's ContactPad state. If the agent was available to handle interactions before their computer locked, VCC may deliver interactions that the agent is unable to handle while their computer is locked.
Behavior with the extension
When the extension is installed, the agent can choose from the following states to be set automatically when their computer locks:
Away
Extended Away
Log Out
Any minor states within these major states are also available. If None is selected, screen lock events have no effect on the agent's presence state.
Behavior on screen unlock
When the screen unlocks, the agent's state remains in the locked state until they manually change it back.
Extension icon
When you are logged in to ContactPad, the extension's icon in Chrome changes from grey to purple to indicate it is connected. The icon changes back to grey when you log out.
Limitations
Limitation | Detail |
|---|---|
Browser support | Only Chromium-based browsers (Google Chrome and Microsoft Edge) are supported. |
Screen unlock behavior | Screen unlock does not automatically return the agent to a Ready state. The agent must manually change their presence state after unlocking. |
Available states | The WrapUp and Ready states are not available in the screen lock state dropdown. |
Preferences not loaded | If user preferences fail to load, screen lock detection does not activate. |
Failed presence update | If a presence update fails when the screen locks, an error is logg,ed but no notification is shown to the agent. |
Prerequisites
Add extension
You must add the Screen Lock for Vonage Contact Center extension to your Chrome or Edge browser before you can use this feature.
To add the extension to your browser, perform the following steps:
Go to the Screen Lock for Vonage CC extension in the Chrome Web Store.
Alternatively, go to Chrome Web Store and search for Screen Lock for Vonage Contact Center.Click Add to Chrome.
If prompted, click to confirm that you want to add the extension.
Configuration
Configuring your screen lock state
Saved configuration
You only need to configure your preferred screen lock state once in Personal Settings.
To configure your screen lock state, perform the following steps:
Log in to the VCC Portal.
For information about logging in to the VCC Admin Portal, see Logging in to the Vonage Contact Center Admin Portal.Navigate to Personal Settings > General Settings.
Locate the Screen lock field.
Select the desired presence state from the dropdown.
Click Save.
Disabling automatic state changes on screen lock
To disable automatic state changes when your screen locks, perform the following steps:
Navigate to Personal Settings > General Settings.
Select None from the Screen lock dropdown.
Click Save.
Screen locks no longer trigger presence changes.
Troubleshooting
Issue | Resolution |
|---|---|
Screen lock state does not change when the computer locks | Contact your Account Manager or Vonage Support to check that all required features are enabled for your account. |
Warning: "Screen lock is not supported in this browser" | You are using a browser that is not supported. Use VCC in Google Chrome or Microsoft Edge to use this feature. |
Screen lock state is not saving | Check the network tab in your browser's developer tools for errors on |