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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.

Minimum Requirements:

For Agent Interface Android, following are the minimum requirements:

  1. OS: Android 10 and above

  2. Browser: Google Chrome: Latest Version

  3. Internet:

    1. On mobiles and tabs or devices connected over personal internet: 4G/LTE with good signal quality or good broadband connection.

    2. For devices on corporate networks with ILL: 150kbps per user

    3. For More Details, click here

  4. Accessories: Headset support is highly recommended

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

Solution: 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

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

Ensure to always allow all permission where-ever asked!

#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.

##

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

#1 Screen_Recording_20220606-202609_Chrome Beta.mp4
#2Screen_Recording_20220606-203223_Chrome Beta.mp4

FAQs & Known Issues

#1: After clicking on Web Phone, it’s not loading.

Please try refreshing once.

#2: I’m not able to hangup the call.

Please refresh once, it will disconnect the call.

 Click here to expand...

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.

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