If your Vonage Contact Center (VCC) account is enabled to use WebRTC, and you have the feature switched on for your individual agent account, 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.
...
| Setting | Description | ||
|---|---|---|---|
Auto answer | |||
| Inbound | If you select the Inbound 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 check box to enable or disable the auto-answer feature. By default, the check box is cleared. | ||
| Outbound | If you select the Outbound 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 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, ContactPad 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. | ||
| Secondary ringing device | A list of available output audio devices. Optionally specify the secondary ringing device (speakers) you want to use. By default, ContactPad 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 | |||
If you select this check box, during the call you can see the volume levels of your and your customer's audio. Your audio level is in color in the right half of the banner; your customer's is in gray in the left half. | |||
| Test WebRTC | Click Test WebRTC to open a page that tests your connection to Vonage's WebRTC. On this page you will see your computer's throughput, call quality, location, bandwidth speed, and more. Used for troubleshooting. | ||
| Connection status | Shows the statuses of your connections to WebRTC. Statuses can be Connected or Not connected. | ||
...
You can use the buttons in ContactPad to accept the incoming call. For information about receiving an inbound call in the usual way, see Making and receiving calls in ContactPad.
...
- A telephone icon in the top-right corner of ContactPad indicates that this ContactPad is active and either ready to be connected to a call or is currently connected to a call.
- During a call, a video icon appears in the address bar in the webpage or tab that contains the connected ContactPad.
- During a call, if ContactPad is open in a tab, a recording icon appears in the tab.
Popping out the active ContactPad
To avoid disconnecting from your call by closing the webpage or tab containing the active ContactPad, you can open (or 'pop') a separate WebRTC tab. This tab contains and runs the code required for WebRTC. Doing so enables you to work with and close any of your webpages or tabs containing ContactPad without risking being disconnected (temporarily or permanently) from your call.
To pop a separate tab with WebRTC code, click the arrow in the top-left corner of ContactPad. The arrow is only visible when you are not on a call.
The new tab contains information about your WebRTC connection status and clearly indicates that you should not close the page.
Ending a call using ContactPad with WebRTC
...
Using the WebRTC for Vonage Contact Center extension
| Note |
|---|
The extension will no longer be supported from January 1, 2023. Over the coming months, your account will be migrated to the new way of using ContactPad with WebRTC. When your account has been migrated, we recommend that you disable or remove the WebRTC for Vonage Contact Center extension from your browser or browsers. Until January 1, 2023, if the extension is still enabled, buttons for accepting and rejecting the call appear in the extension as well as in ContactPad. Buttons to to mute and hang up the call appear in the extension too and there are some additional options available. |
This section includes extension-specific information. Most of the information earlier in this page applies.
...