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changes.mady.by.user Former user

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changes.mady.by.user Abhinandan Shah

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Problem statement -

Currently, when the agents use Click2Call functionality from any CRM application on their mobile device, the system is not connecting the call.

Steps to Reproduce

  • Log in to Agent UI → Web Call in the chrome mobile browser.

  • Now open a new tab and log in to your CRM application.

  • Open the contact details of any customer and make the call using Click2Call.

  • The system shows Missed Call on the Agent UI because in the chrome browser CRM application is the active tab and Agent UI is the inactive tab.

Due to this, the call is not getting patched with Agent UI.

Resolution

  • We need to allow the agent to open the Agent UI and CRM application in parallel on their mobile device.

Refer to the following steps:

  • Login to your Agent UI → Web Call option on the mobile chrome browser.

  • Click on the triple dots in the top right corner of the chrome browser.

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  • Click the 'Add to Home' button.

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  • Click on 'Add'.

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  • This will create a lightweight Agent UI application on your mobile.

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  • Select the Web Call option and refresh the application once.

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  • Now open the Chrome browser, log in to your CRM application, and open the contact details of any customer.

  • Open the Agent UI application and chrome browser in split-screen mode.

How to open split-screen in Lenovo TB-X505X

  • Open the recent apps, long-press the Phonon Agent Interface application, and then click on 'Split Screen'. The system will open the Agent UI on the half screen.

  • Now select the Chrome browser. The system will open the Chrome browser in another half of the device.

How to open split-screen in Samsung SM-T595

  • Open the recent apps, click on the Phonon Agent Interface application icon and select 'Open in split screen view'. The system will open Agent Interface in the half screen.

  • Now select the Chrome browser. The system will open the Chrome browser in another half of the device.

Refer the following screenshot for reference.

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  • Now you are logged in to your CRM application and Agent UI is active in parallel and is ready to make calls.

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Background

Suppose you’re using an Android Tab/Mobile, and you log in to Phonon Agent Interface in one tab, and in new tab, login to Zoho CRM. From the Zoho CRM, you initiate a Click2Call, and hear a ringing coming, but the call doesn’t auto-answer.

Auto-Answer in a background tab is disabled by Google Chrome. When the call is answered, the audio of the agent starts recording. Now in case of a Desktop Chrome, you can see a red icon which indicates the audio is being recorded. However, in case of an Android Phone / Tab, if a background tab starts recording, the user might not even know about it. This can cause some serious privacy concern, and that seems to be the reason why Google Chrome on Android doesn’t allow recording from microphone without the tab being active.

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Minimum Requirements:

For Agent Interface Android, following are the minimum requirements:

  1. OS: Android 10 and above

  2. Browser: Google Chrome v100+

  3. Internet: 1 MBps+

  4. Accessories: Headset support is highly recommended

  5. System Specifications: Depends on use-cases. Minimum is 4 GB RAM.

Solutions

We have two solutions:

  1. Solution #1
    If Auto Answer is enabled, as soon as an incoming call lands, a ringing is played. Now if you’re using a Chrome Android and,

    1. You’re on the Agent Interface only: in that scenario, the call will be auto answered immediately.

    2. You’re on some other tab: the call will not be auto answer immediately. Instead, it will keep on ringing, until you go back to the Phonon Agent Interface, and as soon as you do, the call will be auto answered.

    3. Hence, as an agent → You use Zoho CRM Click2Call → Get a ringing sound → Go to Phonon Agent Interface → Call is auto-picked → Use Zoho CRM while call is going on.

  2. Solution #2
    Use Android’s Split Screen feature, to keep a small version of Agent Interface always-on, while also using the the other screen for another tab.

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Solution 1: Using Split Screen to open multiple tabs

Although the steps may differ for different models, the following are the key steps:

Summary:

#1

Open Google Chrome Android App, and go to Phonon Agent Interface

#2

Login to your account → Select Web Phone → Login as Agent

Info

Tip: Go on a pause if you start getting any calls.

#3

Open “Recent Apps” screen. Usually, one of the navigation button.

#4

Long press on the recently opened Google Chrome Android App

#5

Select “Open in split screen view”. Phonon Agent Interface should open in the upper pane

#6

Open any other app in the lower pane, such as “Settings”

#7

On the upper pane, click on the menu button of Google Chrome (“⋮”) → New window

#8

Upon clicking “New Window” and new tab should open in the bottom pane. Login to Zoho CRM or any third party website on the lower pane.

#9

Use the Line in the middle of the screen. Drag it upwards to decrease the size of the Phonon Agent Interface on the upper pane, and give more room to the bottom pane where Zoho CRM is open.

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That’s it. You’re ready to take calls. Whenever you get call, all the call controls will be available in the top half of the screen.

Video Steps