If your Vonage Contact Center account has been deployed using uses WebRTC technology, agents can make and receive calls in ContactPad using don't need a physical telephone to use ContactPad. Instead agents 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 or Edge browser.
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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 thea call first arrives. If a call is already waiting and the agent's initial state is set to Ready, when the agent logs in they may receive the call too soon. The agent, ContactPad, or WebRTC may not actually be ready to handle the call. To avoid this issue, the initial agent login state for agents in your account should be a state other than Ready. We recommend that the state is set to either an offline or an away state, Ready for outgoing or Away, for example. For information about setting the initial agent login state, see Configuring agent states. |
For information about adding the extension, see Using ContactPad with WebRTC.