If your Vonage Contact Center account is enabled to use WebRTC, you have the feature switched on for your individual agent account, and you have added the WebRTC for Vonage Contact Center extension to your Google Chrome or Microsoft Edge (Chromium) browser, you can make and receive calls using your usual computer or device; you do not need a physical telephone. For more information, see ContactPad with WebRTC.
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To use WebRTC in ContactPad, you or your supervisor must switch the feature on for your individual ContactPad. For information about switching this on, see Enabling WebRTC Turning on WebRTC in ContactPad later in this page. You must then add the WebRTC for Vonage Contact Center extension to your Chrome or Edge browser. For information about adding the extension, see Adding the WebRTC for Vonage Contact Center extension to your browser later in this page.
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Turning on WebRTC in ContactPad
To use ContactPad with WebRTC, perform the following steps:
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- Depending on which browser you want to use, go to one of the following pages:
- For Chrome: WebRTC for Vonage CC.
Alternatively go to the Chrome web store at https://chrome.google.com/webstore. Search the store for WebRTC for Vonage CC. - For Edge: WebRTC for Vonage CC.
Alternatively go to Edge Add-ons at https://microsoftedge.microsoft.com/addons/Microsoft-Edge-Extensions-Home. Search for WebRTC for Vonage CC.
- For Chrome: WebRTC for Vonage CC.
- Click to add the extension to your browser.
If prompted, click to confirm that you want to add the extension. A new browser window opens. At this point a pop up may appear requesting to use your microphone—if so, you will also see an error message in red: WebRTC permissions denied. Click to allow the extension to use your microphone—the error message is replaced by a success message in green: WebRTC permissions granted.
- In the new browser window, check that all the messages are green and correct any errors.
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| Setting | Description | ||
|---|---|---|---|
Basic settings | |||
| Inbound Auto Answer | If you select the Inbound Auto Answer check box, when you receive an inbound call, ContactPad automatically answers the call and you are connected to the caller.
Select or clear the Inbound Auto Answer check box to enable or disable the auto-answer feature. By default, the check box is cleared. | ||
| Outbound Auto Answer | If you select the Outbound Auto Answer check box, when you make an outbound call, ContactPad automatically initiates the call and you hear ringing until you are connected to the target number or agent.
Select or clear the Outbound Auto Answer check box to enable or disable the auto-answer feature. By default, the check box is selected. | ||
Audio Devices | |||
| Primary Ringing Volume | The volume of ringing in the primary output device. Select a ringing volume from 0% to 100%. The default level is 100%. | ||
| Primary Output Device | A list of available output audio devices. Specify the audio device (speakers) you want to use. By default, the extension uses the default device for your system. When you receive an inbound call or make an outbound call, unless you have selected Auto Answer, you will hear ringing in your selected device. When the call is connected, you will hear the other party through the device. | ||
| Preferred Output Device | Your preferred output audio device. The audio device you select as your preferred audio device will be selected as the Primary Output Device whenever that device is available. | ||
| Secondary Ringing Device | A list of available output audio devices. Optionally specify the secondary ringing device (speakers) you want to use. By default, the extension does not use a secondary ringing device. When you receive an inbound call or make an outbound call, unless you have selected Auto Answer, you will hear ringing in your primary audio device. You can optionally select a secondary ringing device. If you do not answer the call within the time period you specify, you will also hear ringing in your secondary ringing device. When the call is connected, you will hear the other party through your primary audio device. | ||
| Secondary Ringing Delay | The number of seconds before ringing starts in the secondary ringing device. Specify the number of seconds to wait before ringing starts in your secondary ringing device. By default, the delay is 0 seconds. | ||
| Play a short tone when the call ends | Select the Play a short tone when the call ends check box to enable a call end tone. When a connected call is disconnected by either the agent or the customer, a short tone is played. By default the check box is selected. The volume of the tone is determined by the ringing volume you select in Primary Ringing Volume. | ||
Advanced Settings | |||
| Auto Gain Control | Select the Auto Gain Control check box to enable automatic gain control. By default, the check box is selected. | ||
| Echo Cancellation | Select the Echo Cancellation check box to enable echo cancellation. By default, the check box is selected. | ||
| Noise Suppression | Select the Noise Suppression check box to enable Noise suppression. By default, the check box is selected. | ||
| Highpass Filter | Select the Highpass Filter check box to enable a high-pass filter. By default, the check box is selected. | ||
| Periodic Extension reload | Select the Periodic Extension reload check box to reload the extension in the following circumstances:
or
By default, the check box is not selected. | ||
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Setting your initial state for using ContactPad with WebRTC
If WebRTC is turned on in ContactPad and your initial ContactPad state is set to Ready, you may receive a call before you, ContactPad, or WebRTC are ready. If you log in to ContactPad before you are ready to use it, you should set your initial state to either Ready (Offline) or Away, for example. If you cannot set your initial ContactPad state, contact your supervisor for help.
Receiving an inbound call using ContactPad with WebRTC
To receive an inbound call using ContactPad with WebRTC, you must set your status in ContactPad to Ready.
| Note |
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| You cannot receive an inbound call before the Connecting To WebRTC Extension and Connecting To Telephony messages have disappeared. |
Using ContactPad in the usual way, when you receive an incoming call, instead of your telephone handset ringing, additional buttons appear within ContactPad and you hear a tone through your configured headset or speakers. In addition, the WebRTC for Vonage Contact Center extension contains buttons that you can use to accept the incoming call. For information about receiving an inbound call in the usual way, see Working with an inbound callMaking and receiving calls in ContactPad.
If enabled for your account and in your browser, a web notification also appears. For more information, see Call notifications.
To receive an inbound call using the WebRTC for Vonage Contact Center extension, ContactPad does not need to be visible in any browser window. You can use the extension in any Chrome or Edge browser window.
| Info |
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The buttons appear in the browser extension in addition to the ContactPad buttons; you can control the call using the buttons in ContactPad—if visible—or in the extension. |
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You can perform any of the tasks described in Working with an inbound callMaking and receiving calls in ContactPad. During your inbound call, you can also control the call using a WebRTC keypad in ContactPad. For information about using the keypad during a call, see Controlling a call using the WebRTC keypad in ContactPad in this page.
You end a call using ContactPad in the usual way. For information about ending calls, see Working with an inbound call. To hang up, click Hangup.
Making an outbound call using ContactPad with WebRTC
| Note |
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| You cannot make an outbound call before the Connecting To WebRTC Extension and Connecting To Telephony messages have disappeared. |
To make an outbound call, you must initiate the call in ContactPad in the usual way.
When you make the outbound call, instead of your telephone handset ringing, additional buttons appear within ContactPad and you hear a tone through your configured headset or speakers. The WebRTC for Vonage Contact Center extension also contains buttons that you can use to continue with outbound calls. For information about making an outbound call in the usual way, see Making an outbound calland receiving calls in ContactPad.
You can use the extension in any Chrome or Edge browser window and ContactPad does not need to be visible in any browser window.
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You end your outbound call in the same way as you would end a normal inbound call. For information about ending inbound calls, see Working with an inbound call. To hang up, click Hangup. The only difference is that all outbound calls receive the same amount of wrap up time, as set by your supervisor, while inbound calls receive a wrap up time that depends on the type of inbound call.
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You end a call using ContactPad with WebRTC in the usual way. For information about ending calls, see Working with an inbound call. To hang up, click either Hangup in ContactPad or the hang up button in the WebRTC extension.