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This section includes extension-specific information. Most of the information earlier in this page applies.

Limitations when using the WebRTC for Vonage Contact Center extension

We support using the WebRTC for Vonage Contact Center extension only in Google Chrome or Microsoft Edge (Chromium).

Best practice when using the WebRTC for Vonage Contact Center extension

• Enable Periodic extension reload for the WebRTC for Vonage Contact Center extension. For information, see the Configuring optional settings for WebRTC for Vonage Contact Center extension section later in this page.

Setting up the WebRTC for Vonage Contact Center extension

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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To add the extension to your browser, perform the following tasks:

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• 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.

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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.

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Now, when you receive an incoming call, click WebRTC for Vonage Contact Center's icon in any Chrome or Edge window to answer and control the call. For information about receiving a call using ContactPad with WebRTC, see Receiving an inbound call using ContactPad with WebRTC later in this page.

You can also click the icon during an existing outbound call to control that call in the same way. For information about making an outbound call using ContactPad with WebRTC, see Making an outbound call using ContactPad with WebRTC later in this page.

You can open and close any number of Chrome and Edge browser windows—even the window containing ContactPad—and the call remains connected.

Configuring optional settings for WebRTC for Vonage Contact Center extension

When you have added the WebRTC for Vonage Contact Center extension to your Chrome or Edge browser, you can optionally configure various settings. To access these settings, right-click the extension's icon in your browser's address bar click Options. The available options appear in a new browser tab.

The following options are available in addition to the options described earlier in the page:

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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.

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Select the Periodic Extension reload check box to reload the extension in the following circumstances:

• The agent is not on a call AND has made or received at least one call since the last reload AND ContactPad is not open in any browser

or

• The agent is not on a call AND has made or received at least one call since the last reload AND has not made or received a call in at least 5 minutes AND the extension has been running for at least 2 hours

By default, the check box is not selected.

Receiving an inbound call using the WebRTC for Vonage Contact Center extension

To receive an inbound call using ContactPad with WebRTC, you must set your status in ContactPad to Ready.

Using ContactPad in the usual way, when you receive an incoming call, instead of your telephone handset ringing, 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 Making and receiving calls in ContactPad.

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.

Buttons to control the call appear in the browser extension.

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Making an outbound call using the WebRTC for Vonage Contact Center extension

When you make the outbound call, instead of your telephone handset ringing, the WebRTC for Vonage Contact Center extension contains buttons that you can use to continue with outbound calls.

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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Ending a call using the WebRTC for Vonage Contact Center extension

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