What is the Sangoma CX Mobile Agent App
The Sangoma CX Mobile Agent App provides a Sangoma CX agent the ability to manage inbound and outbound Sangoma CX calls using an iPhone or Android smartphone.
Prerequisites
- Works with our Sangoma CX products
- You need to have:
- Sangoma CX Tenant URL (See the installation procedures below for more details)
- Sangoma CX Login and Password
- Pool of device related extensions (SIP Extensions) that are configured in Sangoma CX
- Sangoma Talk extension
- IPhone or Android Smartphone
Considerations
- The Sangoma CX Mobile Agent App is an extension of the Sangoma Talk app
- The Sangoma CX Mobile Agent App is limited to the following Agent Panel features:
- Device related extension (SIP Extensions)
- Display the list of queues the agent is assigned to, with the following metrics:
- Calls in queue
- Calls in progress
- The selected outbound queue
- Pause Mode: Get in or out of productive or unproductive pauses
- View only Sangoma CX contacts with click to dial on the contact phone number
- Call Controls:
- Pick up inbound calls
- Dial outbound calls
- Phone Keypad
- Mute Microphone
- Hold Calls
- Attended and unattended call transfers
- Conference Calls
- Hangup call (on queues enforcing post call survey, calls will be transferred to a survey)
- A User can only be logged to one application simultaneously: Web Agent Panel in a Chrome / Edge browser or Mobile Agent App in a supported smartphone
- Unstable or low capacity wireless Internet connection may lead to poor audio quality, call drops or application disconnection.
How to Install the Mobile Agent App
To install the Mobile Agent App:
- Open Google Play App Store or Apple App Store
- Search for “Sangoma Talk”. Click on the application with the following logos published by Sangoma Technologies
- Install the App.
Google Play App Store |
Apple App Store |
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Login in the app
Once the installation is complete the Sangoma Talk app should be available on your Smartphone.
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. |
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The Sangoma Talk login screen will appear.
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The Sangoma Connect screen will display
Note: The Username and Tenant information will be memorized in the device and will automatically populate these fields on future logins. |
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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.
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Main Sangoma CX Screen
After the user logs in, the main Sangoma CX screen is displayed, making the user available to receive or make calls. In this section we will explain the Main Sangoma CX screen and it’s capabilities. This screen provides information to the agent about the queues they are assigned, the status of these queues, select outbound queues and access to other features and options related to the contact center.
Screen Header A. Selected extension used by the Agent Mobile App B. Menu that contains these features:
C. Keypad:
D. Contact List:
E. Headphone:
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:
4. Selected Queue
5. Menu that contains the options:
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Screens Icons:
Phone Keypad: Displays a keypad that allows making outbound calls. This keypad will also be used when making attended/unattended transfers and conferencing calls.
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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.
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Headphone: Displays the Main Sangoma CX Screen |
Handling Calls
Making Outbound Calls
Outbound calls can be done using either the Keypad or Contact List as explained above.
Receiving Calls
When a queued call is assigned to the agent, a screen accompanied with an audio ring will be presented, The screen will provide information about the caller (phone number and the contact name if stored in the contact list) and the Answer, Ignore and Reject buttons.
Call Controls and Options
Once a call is established the following screen is presented. The following options are available.
Home
Mute Microphone:
Speaker Volume:
Keypad:
Hold:
Transfer:
Add Call:
Att. Transfer:
End Call:
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Transfer Calls
Transferring a call to an extension that doesn’t belong to a Sangoma CX Agent.
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. |
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As Stated above the application will display the screen just before joining the call.
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. |
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Once the transfer is complete a message will be displayed indicating the call was transferred and it is no longer in this application. |
Add Call
Creating a Conference Call.
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. |
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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. |
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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. |
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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) |
Att. Transfer
Transferring the call to a different Agent
Click on the Att. Transfer icon |
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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. |
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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. |
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A message will be displayed indicating the call was transferred and it is no longer in this application.
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Working with Pause
Starting a pause:
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The menu is displayed
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The pause screen will be displayed:
The pause timer will start, indicating how long the agent has been in this pause. |
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Ending the Pause:
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Changing Pause Reason: To change to a different pause without making the agent available:
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To change screen while in Pause:
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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. |