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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.

  • Click the 'Add to Home' button.

  • Click on 'Add'.

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

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

  • 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.

  • 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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