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Using Mobile Agent: Android

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Prerequisites

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

  • An Android smartphone or Tablet running Android Marshmallow 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, and the Agents that want to use it should be set to Widget Mode.

 

Using the App

The following guides in the sections below are based around using an Android 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 and search for "Talkdesk".

2. Tap on "Install" and open the app.

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3. Enter the account name and tap Next [1].

4. Enter the user credentials and tap Login [2].

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

Note: The app cannot properly function without this enablement.

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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 Mobile Agent [5].

 

Status Control

1. To change your status, start by tapping on your avatar [1].

2. In the account screen, select your new status from the list [2].

Note: You can manage your status as you wish, a change here will also update the status in all associated platforms such as Callbar or Talkdesk Main (in widget mode).

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Contacts

Creating Contacts

Agents can create new contacts in Mobile Agent by tapping "+" in the top right of the contacts page and adding the details. Any contact that is created on Talkdesk web application or Mobile Agent will automatically be available on the other.

Note: The "Name" field is mandatory.

 

Editing Contacts

Agents can edit existing contacts by simply tapping on the contact, followed by Edit (pencil icon) and editing the relevant details.

 

Call Controls

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

  • Ring Groups [1]
  • Contact Details [2]

Additionally, you have the call status and the header information, at the top, and the following call control options:

  • Speaker [3]
  • Keypad/DTMF [4]
  • Mute [5]
  • Hold [6]
  • Disconnect [7]

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

 

Inbound Calls

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

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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 [1] or Reject [2] the call. 

 

Outbound Calls

Finding Contacts

To manually find a contact, click on the Contacts icon to go to the "Contacts" screen [1] and scroll to find the specific contact.

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To search for a contact, tap inside the Search field [2] and type one of the following:

  • Name
  • Number
  • Mail
  • Company

Note that a minimum of three characters is required to see all possible results. The list is populated with all relevant matches [3], 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 is 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 [4] and tapping the keypad button [5]. From there, tap on the dropdown [6] and select the number you wish to call from.

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Note: The outbound numbers and IDs are managed in Talkdesk main, and are automatically synched from there.

 

Making the Outbound Call

There are several ways to input a number to make an outbound call. Firstly, you can simply tap an entry in the Call Activity screen [4] to make the call. Alternatively, tap the keypad button [5] 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 [7] to place the outbound call.

 

Recording Calls 

Agents can manually pause and resume the recordings. This is especially useful for agents that need to handle sensitive data that shouldn’t be recorded. You can find details on how to enable this feature here.

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On a live call, the agent can see if the call is being recorded or not in the top right of the screen. To pause it, select [···] (More Options) on the utility bar, followed by "Stop Recording". To resume recording, select "Record".

 

Split Screen Mode - Tablets

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The split screen option allows you to work in two different contexts simultaneously, for instance you can use Salesforce and Mob App at the same time .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

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To logout:

1. Navigate to the Account screen [1].

2. Tap the “Logout” button [2].

You are redirected to the login/account selection screen [3].

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