Sangoma CX Mobile Agent App. User Guide (Formerly Sangoma Contact Center)

Google Play App Store

Apple App Store

Once the installation is complete the Sangoma Talk app should be available on your Smartphone.

1. Click on the Sangoma Talk icon to get started.

Note: The first time the app is launched you will be required to allow the application to access: your microphone, make and manage phone calls, and read contacts on your phone.

The Sangoma Talk login screen will appear.

1. Click on the label “ContactCenter Login”

The Sangoma Connect screen will display

1. Enter the Agent’s Sangoma CX Username and Password

1. Enter the Sangoma CX’s tenant address.
   1. The tenant address is the set of characters in your Agent Panel URL between the ’https://’ and the next slash ’/’..
   1. Example: With the URL “https://productdemo.starcenter.com/monitor/agent/”, the Sangoma CX Tenant Address would be: productdemo.starcenter.com

1. Click the Login button

Note: The Username and Tenant information will be memorized in the device and will automatically populate these fields on future logins.

The first time an agent logs in or if the extension selected the last time is no longer available, a screen will appear with a list of available extensions.

1. Select an extension

1. Click “Login to Contact Center”

Screen Header

A. Selected extension used by the Agent Mobile App

B. Menu that contains these features:

1. Pause: Opens the pause screen to start and stop a pause. The pauses available, type and behavior, are the ones configured in the queues the agent is assigned to.

1. Logout: Logs out the agent from the queues and extension. The application is always open in the background but can be terminated using iOS or Android application management features or gestures.

C. Keypad:

1. Displays a keypad which can be used for making outbound calls, making attended/unattended call transfers or conferencing calls.

D. Contact List:

1. Displays the list of contacts stored in the Sangoma CX tenant. Contacts can be opened to display the contact details: phone numbers or email addresses.

1. From a Contact you can make outbound calls, attended/unattended call transfers or conferencing calls.

1. Calling contacts can be done by clicking the phone icon if the contact is not opened or clicking in a phone number entry if contact is open.

E. Headphone:

1. Displays the Main Sangoma CX Screen

Screen Body

1. Agent Name and time logged

2. Outbound queue selected and selector. The outbound queue selected is also highlighted under the List of Queues the Agent is assigned to with an arrow.

3. List of Queues assigned to the Agent. The information provided includes:

1. Queue Name: If the queue is an outbound queue, it is tagged with an arrow

1. Calls in queue: Column with a clock as a header, displays the number of calls in the queue

1. Calls in progress: Column with a handset as a header, displays the number of calls in progress within the queue

4. Selected Queue

1. The queue you are currently in is highlighted.

5. Menu that contains the options:

1. Refresh: The information presented on this screen is not automatically refreshed. If a user wants to update the queue status information they will have to select this option.

1. Settings: the settings available under this menu entry are:
   1. Account Setup:
      1. SIP account used (view only)
      1. Sangoma support link
      1. Sangoma Softphones EULA link
   1. Preferences: allows changing multiple settings such as ringtone and volume
   1. About: version installed and mobile platform
   1. Usage: provides statistics about the softphone talktimes and call counts.
   1. Share with friends:
      1. Share on Facebook and by email
      1. Write a review
   1. Reset Application: Clears all data including provisioning, theme, preferences and history.
   1. Reprovision: refresh the configuration provided by the back-end servers. Reprovision will force extension re-registration. Use this function if the extension is blinking in red or the App is not registering the extension for a long period of time.

Phone Keypad:

Displays a keypad that allows making outbound calls. This keypad will also be used when making attended/unattended transfers and conferencing calls.

1. Outbound calls can be done by pressing the numbers in the keypad and clicking the green button with a handset icon to initiate the dialing.

Contact List:

Displays the list of contacts stored in the Sangoma CX tenant. Contacts can be opened to check the contact details: phone numbers or email addresses.

1. Outbound calls using contacts can be done by clicking the phone icon, if the contact is not opened or clicking the phone number if contact is open.

1. This screen can also be invoked to use contacts for attended/unattended transfers and conferencing calls.

Headphone:

Displays the Main Sangoma CX Screen

Home

1. Displays the Main Sangoma CX Screen with a green ribbon to indicate a call is in progress.

1. To return to the call, click on the green ribbon representing the current in process call.

Mute Microphone:

1. Mute or unmute the microphone

Speaker Volume:

1. Controls the speaker volume.

Keypad:

1. Opens keypad to just send DTMF

Hold:

1. Places the call on hold. Caller will hear either the holding announcement or music

Transfer:

1. Transfer the call to an extension that doesn’t belong to a Sangoma CX Agent. See below for more details.

Add Call:

1. Creates a Conference Call

Att. Transfer:

1. Transfers the call to a different Agent

End Call:

1. Ends the call (if the call was from within a queue will be transferred to a survey)

Click on the Transfer icon

Note: The application will display the previous screen you were prior to joining the current call. From that screen you can click the Keypad or Contact List icon.

As Stated above the application will display the screen just before joining the call.

1. Click on the Phone Keypad.

1. Dial the number you want to transfer the call to. Please note, unattended transfers can only be done to Sangoma CX queues or agents. If you need to transfer the call to a UCaaS extension or external number use the Attended Transfer.

1. Click the green button with the handset icon to complete the transfer.

Note: If you want to transfer a call to an existing contact, click on the Contact List icon and select the contact you want to transfer the call to.

To return to the call, click on the green ribbon representing the current inprocess call.

Once the transfer is complete a message will be displayed indicating the call was transferred and it is no longer in this application.

Click on the Add Call icon

Note: The application will display the previous screen you were in prior to joining the current call. From that screen you can click the Keypad or Contact List icon.

From the Keypad screen dial the number you want to conference in and click the green button with a handset icon.

Note: If you want to conference in a contact, click on the Contact List icon and select the contact.

To return to the call, click on the green ribbon representing the current inprocess call.

The following screen will be displayed

Click the Join icon to continue with the conference call.

Click the Switch button to return to the call without conferencing in the 3rd Party.

You will continue in the call and the following screen will be presented. Click on End Call to terminate the call (terminates the call to all parties)

Click on the Att. Transfer icon

The application will show the screen displayed just before getting the call. Click on the Phone Keypad if you are not on that screen. Dial the number you want to transfer the call to and click the green button with a handset icon to complete the attended transfer. Note: If you want to transfer a call to a contact, click on the Contact List icon and select the contact you want to transfer the call to.

To return to the call, click on the green ribbon representing the current inprocess call.

The following screen will be displayed. At this time only the destination number is connected while the original call is on hold waiting for the transfer to be completed. To finalize the transfer click on the green Transfer button.

A message will be displayed indicating the call was transferred and it is no longer in this application.

Starting a pause:

1. Click menu in the header (B)

The menu is displayed

1. Select Pause

The pause screen will be displayed:

1. Select a reason for the pause

1. Click the Start button

The pause timer will start, indicating how long the agent has been in this pause.

Ending the Pause:

1. Click the stop button.

Changing Pause Reason:

To change to a different pause without making the agent available:

1. In the pause screen select another pause reason.
   1. The timer will reset indicating a new pause started.

To change screen while in Pause:

1. Click on the Back arrow next to the pause label to display the Main Sangoma CX Screen

The Main Sangoma CX Screen is displayed with a gray box with the pause icon and pause reason label in purple indicating the agent is on pause

To return to the pause screen click on the gray box indicating the agent is on pause.