Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 3 Next »

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.

  • No labels

This document has been developed by Phonon.io for the sole and exclusive use of the customer / prospective customer with whom this document is being shared. Further, this document has been provided by Phonon.io to the recipient in good faith and based on request from the recipient for the same. This document is a confidential document and contains confidential product technology, workflow and commercial details that are for the sole usage of the intended recipients of this document. Recipients are advised not to share this document with any third party that is not the intended recipient of this document and neither to bring this document in full or parts into the public domain. Any unauthorized access may be brought to Phonon.io’s notice immediately. Phonon.io is free to take any legal action it deems necessary against any person or entity that violates this confidentiality agreement. Phonon.io is bound and governed by the rules of the state of Gujarat in India. In case you are not in agreement with the terms set in this clause or are not an intended recipient of this document, please destroy the document and intimate us of the same at info@phonon.io.