ContactPad with WebRTC

If your Vonage Contact Center (VCC) account uses WebRTC technology, agents don't need a physical telephone to use ContactPad. 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 and the agent's individual account and ContactPad.

When an agent uses ContactPad to make or receive a call, instead of their telephone ringing as normal, buttons for controlling the call appear in ContactPad. The buttons enable agents to accept incoming calls or continue with outbound calls. For information about using ContactPad with WebRTC, see Using ContactPad with WebRTC.

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 in ContactPad, see Using ContactPad with WebRTC.

If ContactPad loses connection with Vonage's WebRTC and if enabled for your account, Vonage will automatically connect ContactPad 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.