If your Vonage Contact Center account has been deployed using WebRTC technology, agents can make and receive calls in ContactPad using their usual computer or device, without any need for a physical telephone. To do so, agents must add the WebRTC for Vonage Contact Center extension into their Chrome or Edge browser.
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WebRTC for Vonage Contact Center extension
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When an agent uses ContactPad to make or receive a call, instead of their telephone ringing as normal, the WebRTC for Vonage Contact Center extension appears. The extension contains buttons that the agent can use 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 configure options such as preferred audio devices, secondary ringing, and auto-answer. On adding the extension, agents can also browse away from the Chrome or Edge window containing ContactPad during a call. The agent can open and close any number of Chrome or Edge browser windows—even the window containing ContactPad—and the call remains connected. The agent can also use the extension to answer and control calls from any Chrome or Edge browser window.
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| ContactPad must be open and the agent logged in to ContactPad when the call first arrives. |
For information about adding the extension to Chrome, see Using ContactPad with WebRTC.