If your Vonage Contact Center account has been deployed using (VCC) account uses WebRTC technology, agents can make and receive calls in ContactPad using don't need a physical telephone to use ContactPad. Instead an agent can use their usual computer or device , without any need for a physical telephoneto make and receive calls. To do so, agents must add the WebRTC for Vonage Contact Center extension into their Chrome browser.
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WebRTC must be enabled for the agent's VCC account and the agent's individual account and ContactPad.
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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 buttons for controlling the call appear in ContactPad. The buttons enable agents 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 mute and hang up the call, and configure options such as preferred audio devices, secondary ringing, and auto-answer. On adding the extension, agents can also browse away from the Chrome window containing ContactPad during a call. The agent can open and close any number of Chrome 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 browser window.
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| ContactPad must be open and the agent logged in to ContactPad when the call first arrives. |
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For information about using WebRTC in ContactPad, see Using ContactPad with WebRTC.
If ContactPad loses connection with Vonage's WebRTC and if enabled for your account, Vonage will automatically connect ContactPad to a backup WebRTC provider to restore service. As long as the backup provider is not blocked by your firewall, the switch from Vonage's WebRTC to the other provider will occur seamlessly. For information about configuring your firewall to allow WebRTC traffic, see Firewall configuration in Technical prerequisites.
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