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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.

WebRTC for Vonage Contact Center extension

Previously, to use ContactPad with WebRTC you had to install the WebRTC for Vonage Contact Center extension into your Chrome or Edge browser. From January 1, 2023, this extension will no longer work due to changes in how extensions work.

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. For more information about using the extension, see the Using the WebRTC for Vonage Contact Center extension section later in this page.

Limitations when using ContactPad with WebRTC

We develop, test, and support using ContactPad with WebRTC in the most recent version of Chrome only.

Supervisor monitoring does not work with WebRTC (unless you are using the Team Dashboards (beta access)).

Best practices for using ContactPad with WebRTC

When using ContactPad with WebRTC, you should follow these best practices:

  • Web browser:
    • Reduce the number of windows and tabs you have open.
    • Regularly clear browsing history, cookies, and cached images and files, ideally weekly.
  • Hardware:
    • Upgrade computer hardware if CPU or memory limits are being reached.
    • Regularly restart computer, ideally daily.
    • Use a wired Ethernet connection (rather than a wireless connection) to connect to the network. Disable WiFi.
  • Software
    • Remove any non-essential applications.
    • Update audio and headset drivers to their latest versions.
  • Other:
    • Configure your headset as the default device for audio (playback and recording).
    • Disable exclusive mode settings for your audio (playback and recording) devices.

       Exclusive mode settings on Windows computers

      Find 'exclusive mode' settings in advanced properties for your audio devices within Control Panel.

In this page

Setting up WebRTC for ContactPad

Before you use ContactPad with WebRTC, remember to set up audio devices properly. These devices include microphone, speakers, recording and playback equipment, and browser. Then you must perform the following steps:

  • Turn on WebRTC in ContactPad. See Turning on WebRTC in ContactPad later in this page.
  • Set your initial state. See Setting your initial state for using ContactPad with WebRTC later in this page.
  • Configuring optional settings for WebRTC. See Configuring optional settings for WebRTC for ContactPad later in this page.

Turning on WebRTC in ContactPad

To use WebRTC in ContactPad, you or your supervisor must switch the feature on for your individual ContactPad. To do so, perform the following steps:

  1. In ContactPad, click Settings.

    A new dialog box appears. If your account has been configured to use WebRTC and you are permitted to control the feature yourself, the Use Softphone check box is available.

    Enabling WebRTC

  2. Select the Use Softphone check box to use ContactPad with WebRTC. The WebRTC button appears. Click Save. Next time you make or receive a call, ContactPad will use WebRTC.

You can use the Use Softphone check box to switch between using WebRTC and a physical telephone whenever you need to, without help from your supervisor.

Your supervisor can also switch on WebRTC for you. For information for supervisors to switch on WebRTC for your account, see How do I enable an agent to use ContactPad with WebRTC? in Configuring individual users. Whether you or your supervisor switches on WebRTC, the two methods have the same effect; updating one will change the other.

When you have turned on WebRTC in ContactPad, the first time you use it, your browser might ask permission to use the device's audio hardware. In all supported browsers, Allow and Block buttons appear. Click Allow.

Whenever you log in to or reload ContactPad, a Connecting To Telephony message appears briefly in ContactPad.

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.

Configuring optional settings for WebRTC for ContactPad

If WebRTC is enabled for your individual user account and you have turned it on in ContactPad, you can optionally configure various settings. To access these settings, go to ContactPad Settings and click WebRTC Options. The available options appear in a new browser tab.

The following options are available:

SettingDescription
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.

This setting overrides your account settings.

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.

This setting overrides your account settings.

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 DelayThe 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 endsSelect 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.

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. You cannot receive an inbound call before the Connecting To Telephony message has disappeared

Refreshing ContactPad during a call

If you refresh or close the webpage that contains the ContactPad that is connected to the call, you will be disconnected from the call. While you are disconnected, the other party will remain connected but won't hear anything.

  • If you have multiple webpages with ContactPad running in them, you will be reconnected to the call within a few seconds in one of the other webpages.
  • If you don't have any other webpages running ContactPad:
    • If you refreshed the webpage, you will be reconnected when the refreshed webpage reloads.
    • If you closed the webpage, you must open a new webpage containing ContactPad within 20 seconds and you will be reconnected in that page. If you do not open a new webpage containing ContactPad, or do so after 20 seconds, you cannot be reconnected to the call and the call will end.

When using the backup WebRTC provider

(If ContactPad loses connection with Vonage's WebRTC and if enabled for your account, we will automatically connect ContactPad to a backup WebRTC provider to restore service.)

If you refresh or close the webpage that contains ContactPad during a call, you will be disconnected from the call. You will go into a wrap state.

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.

No ringing tone

Sometimes you might not hear the ringing tone when you receive an inbound call. This usually happens if you have more than one instance of ContactPad open and is due to your browser not allowing audio to autoplay. To hear the ringing tone when you receive an inbound call, you must interact with, or click somewhere in, the tab that contains the active ContactPad.

You can use the buttons in ContactPad to accept the incoming callFor information about receiving an inbound call in the usual way, see Making 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.

  • If you do not have auto-answer enabled for your account, Accept and Reject buttons appear in ContactPad.
    • To ignore the call, click Reject. The call ends.
    • To answer the call, click Accept. You are connected to the caller. The Accept and Reject buttons are replaced with Hangup and mute buttons.
  • If you have auto-answer enabled for inbound calls for your account, Hangup and mute (a microphone icon) buttons appear in ContactPad and you are automatically connected to the caller

When you are connected to the caller, you can hear the caller through the speakers that you have configured and the caller can hear you when you speak into your configured microphone.

You can perform any of the tasks described in Making 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 callTo hang up, click Hangup.

Making an outbound call using ContactPad with WebRTC

Refreshing ContactPad during a call

If you refresh or close the webpage that contains the ContactPad that is connected to the call, you will be disconnected from the call. While you are disconnected, the other party will remain connected but won't hear anything.

  • If you have multiple webpages with ContactPad running in them, you will be reconnected to the call within a few seconds in one of the other webpages.
  • If you don't have any other webpages running ContactPad:
    • If you refreshed the webpage, you will be reconnected when the refreshed webpage reloads.
    • If you closed the webpage, you must open a new webpage containing ContactPad within 20 seconds and you will be reconnected in that page. If you do not open a new webpage containing ContactPad, or do so after 20 seconds, you cannot be reconnected to the call and the call will end.

When using the backup WebRTC provider

(If ContactPad loses connection with Vonage's WebRTC and if enabled for your account, we will automatically connect ContactPad to a backup WebRTC provider to restore service.)

If you refresh or close the webpage that contains ContactPad during a call, you will be disconnected from the call. You will go into a wrap state.

To make an outbound call, you must initiate the call in ContactPad in the usual way. You cannot make an outbound call before the Connecting To Telephony message has disappeared.

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. For information about making an outbound call in the usual way, see Making and receiving calls in ContactPad.

  • If you do not have auto-answer enabled for your account, Accept and Reject buttons appear in ContactPad.

    • To cancel the call, click Reject. The call ends.

    • To continue with making the call, click Accept. You hear ringing until you are connected to the target number or agent. The Accept and Reject buttons are replaced with Hangup and mute buttons.

  • If you have auto-answer enabled for outbound calls for your account, Hangup and mute (a microphone icon) buttons appear in ContactPad and you hear ringing until you are connected to the target number or agent.

If the person you are calling answers their phone, you are connected to the target number. You can hear the person who answers the phone through the speakers that you have configured and that person can hear you when you speak into your microphone.

During your outbound call, you can 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 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.

Controlling a call using the WebRTC keypad in ContactPad

To control an ongoing call using a WebRTC keypad in ContactPad, click the arrow below the Hangup and mute buttons. The panel expands and displays the keypad.

For information about tasks you can perform during a call using a keypad, see Controlling calls using your telephone keypad.

Expanded

Ending a call using ContactPad with WebRTC

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 Hangup in ContactPad.

Using the WebRTC for Vonage Contact Center extension

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.

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).

We develop and test the WebRTC for Vonage Contact Center extension only in the latest versions of Chrome and Edge.

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.

Adding the WebRTC for Vonage Contact Center extension to your browser

To use the WebRTC for Vonage Contact Center extension, you must add the extension to your Chrome or Edge browser. On adding the extension, you can browse away from the browser window containing ContactPad during a call. You can open and close any number of Chrome or Edge browser windows—even the window containing ContactPad—and the call remains connected. You can also use the extension to answer and control calls from any Chrome or Edge browser window.

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

  1. Depending on which browser you want to use, go to one of the following pages:
  2. 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.
  3. 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.

  4. In the new browser window, check that all the messages are green and correct any errors.

    WebRTC extension success

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.

ContactPad must be open and you must be logged in to ContactPad when an incoming call first arrives or you make an outbound call.

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:

SettingDescription
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.

Auto Gain ControlSelect the Auto Gain Control check box to enable automatic gain control. By default, the check box is selected.
Echo CancellationSelect the Echo Cancellation check box to enable echo cancellation. By default, the check box is selected.
Noise SuppressionSelect the Noise Suppression check box to enable Noise suppression. By default, the check box is selected.
Highpass FilterSelect 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:

  • 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.

You cannot receive an inbound call before the Connecting To WebRTC Extension message has disappeared.

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.

  • If you do not have auto-answer enabled for your account, Accept and Reject buttons appear in the WebRTC for Vonage Contact Center extension. Click the extension's icon in your browser's address bar to see the available buttons.

WebRTC extension accept


  • If you have auto-answer enabled for inbound calls for your account, Hangup and mute (a microphone icon) buttons appear in the WebRTC for Vonage Contact Center extension and you are automatically connected to the caller. Click the extension's icon in your browser's address bar to see the available buttons.

WebRTC extension hang up

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

You cannot make an outbound call before the Connecting To WebRTC Extension message has disappeared.

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.

  • If you do not have auto-answer enabled for your account, Accept and Reject buttons appear the extension. Click the extension's icon in your browser's address bar to see the available buttons.

WebRTC extension accept

  • If you have auto-answer enabled for outbound calls for your account, Hangup and mute (a microphone icon) buttons appear in the WebRTC for Vonage Contact Center extension. Click the extension's icon in your browser's address bar to see the available buttons.

WebRTC extension hang up

Ending a call using the WebRTC for Vonage Contact Center extension

To hang up, click the hang up button in the WebRTC extension.

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