_ExcerptContactPadButtons

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.

NameIconDescriptionMore 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

Active

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

Active

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

Active

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

Active

Recording: Pause

Pauses recording.

Call recording

Pausing and resuming call recording in ContactPad

Voicemail




Inactive

Button is inactive when the agent has no messages available to leave.


Active

Leaves a message on a customer's voicemail or answering machine.

Voicemail drop in ContactPad (single)

Using voicemail drop in ContactPad (multiple)

Voicemail plus Select Message

Leaves a message on a customer's voicemail or answering machine with the option to select a message other than the default.

Voicemail drop in ContactPad (multiple)

Using voicemail drop in ContactPad (multiple)

Park

Parks a call.


Unpark

Unparks a call.


Video call


Initiates a video call.

Video and screen sharing (Visual Engagement)

Using video and sharing your screen

Video call in progress

Stops a video call.

Transfer

Transfers call to a consulted number.

Warm and cold transfers in ContactPad

Making and receiving calls in ContactPad

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