Using Mobile Agent: iOS – Talkdesk Support

An Apple iPhone or 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, 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 on using an Apple mobile device. For iPads, you will have the same functionality but with an interface adapted to the new screen, taking advantage of the increased viewport. Mobile Agent for iPads also 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. The Mobile Agent can also be accessed using an Apple Watch, full details can be found here.

Getting Started

1. Go to the App Store on your Apple device, and search for "Talkdesk".

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

3. Enter the account name and tap Next [1]. Tap "Continue" to allow the app and website to share your information.

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

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

Note: The app cannot properly function without this enablement.

If your account is new, you will start with an empty Call Activity screen [4]. This screen becomes populated with the Account activity, with the date and duration of the calls you make, receive, and those you miss using Talkdesk. Here you have two options:

All: shows all the Activity in the account [5], either by you or any other Agent.
Missed: shows only the missed and abandoned [6] calls.

If you are looking for filtered information, there is also an option that allows you to only see your “Activity” or the “Ring Groups Activity”. To read more about role permissions, click here.

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].

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 web application (in widget mode).

Address book

Note: In June 2021, Contacts was renamed “Address Book” and the “Agents” tab was added next to “Contacts”.

When you navigate to “Address Book”, you’ll see the following:

By selecting a Contact’s name, for instance, Ashley James [1], you’ll see the contact details screen where the following information is displayed:

Name.
Number.
Email.
Job Title.
Company.
Address.
Contact pop.

If the contact is synced from Salesforce / Zendesk (and/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.

To initiate a call, please follow these steps:

1. Tap the call icon [1], on the right-hand side, to choose the phone number you wish to call.

2. Select the most appropriate outbound caller ID [2] for the call.

Tip: The options displayed on this screen depend on the number of contacts and outbound caller ID options available for the contact and for the agent.

3. When you’re done, click Call [3].

Creating Contacts

Agents can create new contacts by choosing Create new contact at the top of the contacts page and adding the details. Any contact that is created on the Talkdesk main web application or Mobile Agent will automatically be available on the other.

Note: The "Name" and “Numbers” fields are mandatory.

Editing Contacts

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

Finding Contacts

To manually find a contact, select Contacts on the Address Book and scroll to find the specific contact [1].

To search for a contact, tap in the search field [2] and start typing one of the following:

Name.
Number.
Mail.
Company.

Note: 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/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.

Agents

The Agents tab allows you to see a list with all the Agents and their current status.

Agent to Agent Calls

An Agent can perform a call to any other Agent, as long as their status is not “Busy” or “Offline”.

Searching for an Agent

The option to search for an Agent is very similar to search for a contact. The agent just needs to insert at least 3 characters and the matching agent’s names will be displayed.

Inbound Calls

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

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

Call Controls

During a live call, you can see the “Ring Groups” [1] and “Contact details” [2].

Additionally, the call status and the header information are displayed at the top, together with 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.

Outbound Calls

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.

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.

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

Making the Outbound Call

There are several ways to input a number to make an outbound call. You can simply tap an entry in the Call Activity screen [4]. 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.

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 - iPads

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

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].

How can we Help?

Using Mobile Agent: iOS

June 25, 2021 09:34

Prerequisites