Using Vonage Contact Center with Vonage Business Communications

When you have integrated Vonage Contact Center (VCC) with Vonage Business Communications (VBC), you can work with VBC calls in ContactPad. How you work with VBC calls in ContactPad depends on whether ContactPad appears in VBC.

If automatic call answering is enabled for your account, when you receive an inbound call or make an outbound call, your VCC phone is immediately connected to the call.

For known issues and limitations, see Vonage Contact Center and Vonage Business Communications integration.

In this page

Using ContactPad within VBC

How do I log in to ContactPad if I am using ContactPad within VBC?

When you open VBC, ContactPad appears in a panel on the right-hand side. You may need to expand the panel.

Click Login to Vonage CC.

  • If the VBC user account you are using in VBC is linked to your VCC agent only, you are logged into ContactPad as usual.

  • If the VBC user account you are using in VBC is linked to one or more VCC agents, click your VCC agent name in the list that appears. Click Select. You are logged into ContactPad as usual.

  • If the VBC user account you are using in VBC is not linked to any VCC agents, an error appears. Contact your VCC administrator for help.

How do I use ContactPad with WebRTC if I am using ContactPad within VBC?

To use ContactPad with WebRTC from within VBC, you must use the VBC web app. From the VBC web app, use ContactPad with WebRTC in the usual way. For information about using ContactPad with WebRTC, see Using ContactPad with WebRTC.

You cannot use ContactPad with WebRTC from within the VBC desktop app.

How do I consult with another party if I am using ContactPad within VBC?

Using ContactPad within a CRM or stand-alone

How do I accept or reject an incoming call if I am using stand-alone ContactPad or have integrated ContactPad into a CRM such as Salesforce?

When you receive a call, two buttons appear in ContactPad: Accept and Reject. These buttons appear when you receive a call to either your linked VBC account or your VCC agent.

  • Click Accept to work with the call in ContactPad. Your VCC phone is connected to the incoming call.

  • Click Reject to reject the call.

If you have VBC open, your VBC phone will ring at the same time as the Accept and Reject buttons appear. Your VBC phone will stop ringing when you click Accept or Reject.

How do I consult with another party if I am using stand-alone ContactPad or have integrated ContactPad into a CRM such as Salesforce?