Auto reject in ContactPad using WebRTC

Owned by Helen Griffith
Last updated: Jun 27, 2023
1 min read

The auto-reject feature avoids potential issues in two different scenarios:

  • When ContactPad is not connected to WebRTC. When an agent receives an inbound call, ContactPad must be connected to WebRTC.
  • When ContactPad does not have permission to use the agent's microphone. When an agent receives an inbound call or makes an outbound call, ContactPad must have access to use the agent's microphone.

In both scenarios, when an agent receives an inbound call or makes an outbound call, the WebRTC buttons may or may not appear in ContactPad. If the buttons do not appear, the agent cannot accept or reject the call. If the buttons do appear, the agent may be able to click to accept the call, but the connection fails.

If the auto-reject feature is enabled for your account, VCC will automatically reject a call in either of these cases. The agent's state changes to Connection Unavailable. In addition, one of the following errors appears in ContactPad:

  • Connection rejected due to no WebRTC connection
  • Connection rejected due to no microphone permission

Delay

The auto-reject feature aims to reject all calls when WebRTC is not connected. However, there is sometimes a delay in identifying whether WebRTC is connected or not. In such cases, VCC is not able to automatically reject the call.

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