How can we Help?

Using Talkdesk Mobile Agent - Android & iOS

Follow

Prerequisites

In order to use Talkdesk Mobile Agent, you'll need the following:

  • An Android smartphone or Tablet running Android Marshmallow or a later version, or, an Apple iPhone or iPad running iOS 13 or a later version, or, an Apple iPad running iOS 13 or a later version.
  • Network connection with a minimum 3G data signal.
  • 100 kbit/sec for voice calls.
  • Mobile Agent feature to be enabled in Talkdesk main web application, under Admin﹥Preferences.

Using the App

The following guides in the sections below are based around using a mobile device. For tablets, you will have exactly the same functionality but with an interface adapted to the new screen, taking advantage of the increased viewport. Mobile Agent for Tablet supports Split View allowing you to work on two apps at the same time. Please refer to your device documentation to know how to leverage Split View and Multitasking.

Getting Started

  1. Go to Google PlayStore on your Android device, or to the App Store on your Apple device, and search for "Talkdesk".
  2. Tap on "Install" and open the app.

    MobApp_Android_1ii.jpg   MobApp_Android_2_ii.png

  3. Enter the account name and tap Next [1].
    If using an Apple device, tap "Continue" to allow the app and website to share your information.
  4. Enter the user credentials and tap Login [2].

    MobApp_Android_3_ii.jpg

  5. If prompted, tap Allow [3] to enable audio recording.

    Use_Mob_Ag_4.png   Use_Mob_Ag_5.png

You start with an empty Call Activity screen [4]. This will become populated with the date and duration of the calls you make, receive, and those you miss, using the Mobile Agent [5].

Status Control 

  1. To change your status, start by tapping on your avatar [6].
  2. In the account screen, select your new status from the list [7].

       Use_Mob_Ag_6.jpeg

Inbound Calls

To receive calls, ensure your status is set to "Available".

 MobApp_Android_8ii.png  MobileAGent_iOS_mic_access.png

When you receive an Inbound call, you’ll see different information depending on your device and current navigation in the operating system. In all cases you are given the option to Accept or Reject / Decline the call [8]. The first time you accept a call in iOS, you have to first allow the Mobile App to access the microphone [9].

Outbound Calls

Finding Contacts

To manually find a contact, click on the Contacts icon to go to the "Contacts" screen [10] and scroll to find the a specific contact.

Use_Mob_Ag_9.png

To search for a contact, start typing [11] one of the following:

  • Name
  • Number
  • Mail
  • Company

Use_Mob_Ag_10.png

The list is populated with all relevant matches [12], from where you can select your specific contact. All recent searches are stored in Mobile Agent for quick navigation.

When you tap the desired contact, all relevant information is displayed including:

  • Name
  • Tags
  • Number
  • Email
  • Company
  • Address
  • Contact pop

You can call the contact using the call shortcut next to the number. If the outbound caller ID is not selectable, it will initiate the call automatically. On the other hand, if the outbound caller ID is selectable, it will open the dialer.

If the contact is synced from Salesforce / Zendesk (and it or they are installed on the same device), the Contact Pop section appears allowing you to open this contact on the Salesforce / Zendesk app.

Note: Talkdesk custom fields are not yet available in the Mobile Agent app.

Selecting the Outbound Number

If you have more than one number linked to your account, you can change the outbound number from where the call will be made easily by going to the Call Activity screen [13] and tapping the keypad button [14]. From there, tap Team Number [15] and select the number you wish to call from.

Us_Mob_Ag_11.png    Use_Mob_Ag_12.png

 Note: The outbound numbers are synched from Callbar and Talkdesk Main.

Making an Outbound Call

There are four ways to input a number to make an outbound call. You can simply tap an entry in the Call Activity screen [13]. Alternatively, tap the keypad button [14] and:

  • Long press the “0” digit and type the country code and number.
  • Paste the full number including the country code into the input field (E.164 format).
  • Choose the country code by pressing the flag icon and type or paste the number.

With the correct number in place, tap Call [16] to place the outbound call.

Call Controls

Use_Mob_Ag_13.png

During a live call, you have the following information available.

  • Ring Groups [17]
  • Contact Details [18]
  • Context [19] (if the call is originated in a Studio flow)

Additionally, you have the following call control options:

  • Speaker [20]
  • Keypad/DTMF [21]
  • Mute [22]
  • Hold [23]
  • Disconnect [24]

Note: When you finish a call, by default you will be placed into "After Call Work" (ACW) if your account settings determine so.

Split Screen Mode (Tablets and iPads)

Use_Mob_Ag_Split.png

The split screen option allows you to work in two different contexts simultaneously. You can choose which contexts you want to have open, which side of the screen you want them on and you can also adjust the size of them to your preference. 

Logging Out

Use_Mob_Ag_14.png   MobAgent_Android_16.png

To logout:

  1. Navigate to the Account screen [25].
  2. Tap the “Logout” button [26].

You will be redirected to the login/account selection screen [27].

All Articles ""
Please sign in to submit a request.