Using the WebRTC keypad in ContactPad

To control an ongoing call using a WebRTC keypad in ContactPad, click the keypad icon  alongside the End button. The panel expands and displays the keypad.

Using the keypad, you can perform the following tasks:

• Put the caller on hold. To put the caller on hold, press * on your keypad. To retrieve the call, press * again.
• Consult with a third party — another agent or number — about this call. To consult with a third party, firstly press to put the call on hold. Then press the phone number, agent ID, or short code of the third party on your keypad, followed by #. When you have finished the consultation, to return to the original call, press * again.
• Transfer the call to another agent. To transfer the call to another agent, perform the same steps as you would to consult with a third party. You can transfer the call in two ways:
  • Cold transfer As soon as you hear the ring tone, hang up your phone. Instead of consulting with the person first, as soon as the third party picks up their phone, Vonage Contact Center transfers the call.
  • Warm transfer Consult with the third party first to provide call details, and then hang up your phone. Vonage Contact Center transfers the call.