Using ContactPad with WebRTC

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.

macOS users

Due to known issues with macOS 14 (Sonoma) using WebRTC technology in Chromium browsers (for example, Google Chrome or Microsoft Edge), we strongly recommend that WebRTC users do not upgrade to macOS 14.

If agents are already using MacOS 14 (Sonoma), they should use a non-Chromium browser, such as Firefox or Safari.

WebRTC for Vonage Contact Center extension

Previously, to use ContactPad with WebRTC you had to install the WebRTC for Vonage Contact Center extension into their Chrome or Edge browser. In the near future, the extension will no longer work due to Google's changes to the way browser extensions work in Chromium-based browsers.

Over the coming months, Vonage will migrate your accounts to using WebRTC without an extension. When your account has been migrated, we recommend that you disable or remove the WebRTC for Vonage Contact Center extension from your browsers.

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:
  • 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.

    • Ask your supervisor to set your initial state to a state other than Ready.
Support and documentation feedback

For general assistance, please contact Customer Support.

For help using this documentation, please send an email to docs_feedback@vonage.com. We're happy to hear from you. Your contribution helps everyone at Vonage! Please include the name of the page in your email.