Considerations
Audio devices
Extensive testing with audio devices is not yet completed; however, normal wired and wireless headphones/earphones work with the app.
Calls
If the Mobile app is accidentally closed during an active call, both parties on the call will stop hearing one another. If the agent starts the app again before the call is released from the remote side, the conversation will resume normally.
When receiving phone calls, it is possible that a call may be established and then terminated entirely in the “dead mode” (i.e., the Mobile app was closed when the call arrived and was never invoked/activated after the call notification was accepted). In this case, the call will not be reflected in the app's Recents list.
Calls received by mobile users cannot be auto-answered (i.e., the Connect Call block's Auto-answer call in setting is disregarded by the app).
Campaigns
While it is technically possible to use mobile agents in outbound campaigns, such practice is not recommended, as:
- The mobile app does not currently support manual call rescheduling.
- In predictive and progressive campaigns this may negatively impact your connection time for live-answered calls and result in excessive abandonment rates due to the fact that it may take longer to answer calls and the Mobile application ignores auto-answer settings.
Chat
Mobile agents can handle webchat and SMS-initiated chat interactions; however, upgrading a chat session to VoIP audio and/or video is not currently not supported.
If an interaction is terminated while the Mobile app is in the "dead mode" (i.e., when the app is closed by swiping it offscreen or selecting "Close All"), such an interaction will not be reflected in the app's Recents list.
Chats received by mobile users cannot be auto-accepted (i.e., the Connect Chat block's Auto-answer in setting is disregarded by the app).
Chats via messengers are not officially supported yet.
Mobile agents cannot handle email interactions. If they happen to have a corresponding skill and an email interaction is distributed to them via an email push queue, they will be switched to the Not Ready - No Answer state with a corresponding error message.
Although users cannot currently send or receive email from the Mobile app, it is possible for them to view emails within cases created in Agent Desktop from the app. This may be accomplished by pressing on an email item in a contact’s activity history.
Profile configuration
Currently, the user cannot edit their profile from the app, but they can view their profile by tapping on their name on the settings screen.
Simultaneous Application Usage
Note that it is not possible to be simultaneously logged into both the Agent Desktop application and Mobile app with the same username.
For example, if Agent A logs into one application (e.g., Mobile) and then tries to log into another (e.g., Agent Desktop), then Agent A will get a warning dialog and, if he chooses to proceed with login, he will be logged out of the first application automatically.
This behavior is consistent with current Agent Desktop functionality (i.e., it is not possible to be logged into Agent Desktop in multiple locations with the same username).
Supervision and screen recording
The following supervisor controls will not take effect when applied to mobile agents:
- Pull Screen
- Video Monitoring
Screen recording settings will not take effect when applied to mobile agents.
Screenpop
The Mobile app does not support screenpop. Any screenpop settings for the interactions distributed to the mobile agents will be ignored; in all other respects such interactions will be processed normally.
Handling of PSTN Calls
For Android
- When a PSTN call is made or answered in the presence of an active Bright Pattern Contact Center Mobile App call, the latter will be placed on hold.
- In the presence of an active PSTN call, any calls delivered to the Mobile App will be automatically rejected. A notification about a missed call is provided.
- In the presence of an active PSTN call, an attempt to make a call via the Mobile App will result in an error message.
For iOS, some conflicts in behavior between PSTN and the current version of the Mobile App calls are possible. This will be improved in future app versions. In the meantime, we recommend avoiding simultaneous PSTN and Bright Pattern Contact Center Mobile App calls whenever possible.