Revision as of 17:28, 4 January 2024

• 5.19

Configuration

These are optional settings you can configure that affect all your mobile users.

Access Requirements

Use of the Mobile app must be enabled by your service provider for your contact center. If your contact center has this feature enabled, note that your users must be assigned the privilege Login to Mobile app in order to use the Mobile app.

Also note the following:

If your contact center uses single sign-on, your mobile users must have the Bypass Single Sign-On privilege
If you limit system access by client IP address :
- Your mobile users must have the Privileged Access IP Range privilege
- The Allow users with "Privileged Access IP Range" privilege from following address ranges setting must be set to <Any> (the default setting.)


	Your contact center configuration includes a predefined role that combines all of the above privileges. The role is called Mobile User.

Phone Device Option 'Mobile Phone'

Call Center Configuration > Phone Devices

Phone Device Option settings

The Mobile Phone option allows the mobile app to make outbound calls and receive inbound calls over the voice mobile network instead of the mobile data network. Although an internet connection is still required for most functions, this can be useful to set up for conditions where a poor data connection is anticipated. The users will still be able to receive inbound calls if the internet connection is lost.

Enabling Allow use of native mobile phone for audio in mobile apps will allow agents to change their phone device option. By default, the app runs in Call From Application mode. When enabled, the app settings will display a new Phone Device menu where users can switch between Call From Application mode and Mobile Phone mode. Selected phone device options are displayed in the Admin Portal > User and Teams > User > Login Info page and in the Agent Login/Logout report.

The Phone Device menu on iOS

Notes:

When the option is enabled or disabled, the corresponding changes on the mobile application side will take effect on user re-authentication or the next login (whichever happens sooner).
The option will only be shown if Allow use of native mobile phone for audio is enabled
When switching to Phone Device mode for the first time, the user will have to enter their native mobile phone number (SIM card number) manually. The number must be entered as an international number preceded by the "+" sign. The number is then remembered for subsequent transitions to the Phone Device mode.
The user will not be able to change the phone device option when there is a live call

Usage

Before going to an area with known poor data coverage or no data coverage, the mobile user can:

Select the Mobile Phone device option
Disables voicemail on the native mobile voice service

The user will have to remember to switch to Call From Application and re-enable the native voicemail manually later.

Mobile Phone Mode with an Internet Connection

The user experience of the Mobile Phone mode with an internet connection is very similar to the Call From Application mode except for a few notable exceptions:

On iPhones, outgoing call attempts will show a system dialog "The BP Mobile app is trying to make a call to [access number dedicated to support the Mobile Phone mode]. Proceed? Yes/No"
For incoming calls, the user will see a Bright Pattern Contact Center notification with call info (service name, contact name, caller ID), as well as a separate native alert for the same call with Accept/Reject controls, and Caller ID showing the access number.
- The Bright Pattern Contact Center notification is not guaranteed to be shown before the native alert.
Multiple concurrent direct calls will not be possible.
Call controls may not be synchronized with the native interface, although they will function correctly.

Mobile Phone Mode without an Internet Connection

If the internet connection becomes unavailable, but a voice connection is still present:

If the app is active, it will show the offline icon.
An attempt to use any of the application functions will result in an error message saying "You are not connected to the Internet. Some functionality may be unavailable offline".
The user will not be able to initiate any interactions.
The user will not be able to receive chats.
The user can receive calls with the following restrictions:
- For inbound calls Caller ID may be available via dialout entries , but no other info will be available in the call alert.
- All internal calls will show the same Caller ID (access number configured to support the Mobile Phone mode)
- For calls distributed via queue, the user will be able to control their state. This could be achieved via the existing IVR-based authentication and the Set Agent State scenario block.
After accepting the call, the user will be able to use native phone controls such as hold, mute, speaker, send DTMF, and terminate. Functions that require support from the Bright Pattern Contact Center platform will not be available. These include:
- Start/pause recording
- Transfers and conferences
- Disposition
- Notes
- Exiting ACW before the configured timeout
When the internet connection is restored, the user experience will go back to the previously mentioned state automatically.

Latency Monitoring

Latency monitoring allows the user to be warned when high latency may negatively impact their usage of the app. By default, the warning is issued when the roundtrip time exceeds 1000ms in 3 consecutive measurements taken with 3s intervals. Please contact your service provider if you would like this warning to be disabled or the threshold changed. Please note that the warning is removed automatically when the latency goes back to normal, and can also be swiped off the screen manually.

The high latency alert

Voice Quality Monitoring

[Tenant Options]

Voice quality monitoring allows the user to be warned when a poor network connection may negatively impact their call. When the phone device option Mobile Phone is enabled, the user can choose to switch their settings to Mobile Phone mode instead of Call From Application mode. By default, the warning is issued when packet loss exceeds 2% or jitter exceeds 60ms on average over 10 seconds. Please contact your service provider if you would like this warning to be disabled or the threshold changed. Please note that the warning is removed automatically when the voice quality returns to an acceptable level, and can also be swiped off the screen manually.

The voice quality monitoring suggesting to switch to 'Mobile Phone'

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< Previous

@@ Line 1: / Line 1: @@
 <translate>
 = Configuration =
-Before your agents are able to use the Bright Pattern Contact Center (BPCC) Mobile app, please note the following.
+These are optional settings you can configure that affect all your mobile users.
 == Access Requirements ==
 Use of the Mobile app must be enabled by your service provider for your contact center. If your contact center has this feature enabled, note that your users must be assigned the privilege ''Login to Mobile app'' in order to use the Mobile app.
@@ Line 18: / Line 15: @@
+== Phone Device Option 'Mobile Phone' ==
-== Administrator Settings ==
+{{NavLink | Call Center Configuration > Phone Devices }}
-The following settings should be considered when contact center administrators are configuring the Mobile app.
-=== Exit No Answer State ===
-Agents in the ''Ready'' state who do not accept service interactions are automatically switched to the ''Not Ready'' state with the reason ''No Answer''. In the desktop world, this is a fairly rare situation, and the agents would see that they are in the ''Not Ready - No Answer'' state as soon as they look at the screen. So, the desktop agents would normally exit this state manually. In the mobile world, on the one hand, the probability of ''No Answer'' situations sharply increases and, on the other hand, the agents are more likely to remain unaware of being in the ''Not Ready - No Answer'' state unless they check their smartphone.
-Thus for mobile agents, the new ''Exit No Answer State'' settings allow you to automatically return Mobile app users to the ''Ready'' state after a configurable timeout. To prevent constant transitions in and out of the ''No Answer'' state (e.g., when a smartphone is misplaced or left unattended), there is an additional option to log the user out automatically after a configured number of ''No Answer'' transitions.These options are set via the Contact Center Administrator application, section ''[[Contact-center-administrator-guide/CallCenterConfiguration/GeneralSettings|Call Center Configuration > General Settings]]'' and by default are enabled for agents logged in on the Mobile app.
-If you prefer that your mobile agents remain in the ''Not Ready - No Answer'' state until they exit it manually you can disable the automatic exit option.
-== System Requirements ==
-To ensure normal operation of your contact center, the devices of your Mobile app users must conform to the following system requirements.
-=== Supported Platforms ===
-==== iOS====
-* OS Versions
-** 14.4 and later
-* Devices
-** All iPhone models [[https://support.apple.com/en-ca/guide/iphone/iphe3fa5df43/14.0/ios/14.0|compatible with the above iOS version]] except the following models:
-*** 6s
-*** 6s Plus
-*** SE (1st generation)
-==== Android ====
-* OS Versions
-** 8.0 and later
-* Devices
-** Stock Android (e.g., Google Pixel 4a)
-** OneUI 1.0 and later (i.e., Samsung Galaxy models)
-** LG UX 9.0 and later
-** Zebra TC52X
-=== App Size Requirements ===
-==== iOS ====
-The Mobile app size for iOS devices is around 30 MB. Please ensure you have at least 36 MB of internal storage space available on your device in order for the app to function normally.
-==== Android ====
-The Mobile app size for Android devices is around 60 MB. Please ensure you have at least 20 MB of internal storage space available on your device in order for the app to function normally.
-=== iOS Settings for Best App Performance ===
-In order to ensure the Mobile app works best with your iOS device, we recommend configuring the following settings.
-Notes:
-* The following settings are specific to iOS 14.8.1. That is, they may exist in different sections and have different names in other versions of iOS.
-==== Notifications ====
-* Bright Pattern Mobile
-** Allow Notifications > ''On''
-** Alerts > ''Enable all'' (i.e., Lock Screen, Notification Center, and Banners)
-** Banner Style > ''Persistent''
-** Sounds > ''On''
-** Badges > ''On''
-** Show Previews > ''Always (Default)''
+{{Image850 | Phone-Device-Options.png | Phone Device Option settings}}
-==== Do Not Disturb ====
+The '''Mobile Phone''' option allows the mobile app to make outbound calls and receive inbound calls over the voice mobile network instead of the mobile data network. Although an internet connection is still required for most functions, this can be useful to set up for conditions where a poor data connection is anticipated. The users will still be able to receive inbound calls if the internet connection is lost.
-* Do Not Disturb > Off
+Enabling '''Allow use of native mobile phone for audio in mobile apps''' will allow agents to change their phone device option. By default, the app runs in '''Call From Application''' mode. When enabled, the app settings will display a new '''Phone Device''' menu where users can switch between '''Call From Application''' mode and '''Mobile Phone''' mode. Selected phone device options are displayed in the '''Admin Portal > User and Teams > User > Login Info''' page and in the '''Agent Login/Logout report'''.
+{{Image850 | Mobile-Phone-Option-IOS.png | The Phone Device menu on iOS}}
-=== Android Settings for Best App Performance ===
+'''Notes:'''
-In order to ensure the Mobile app works best with your Android device, we recommend configuring the following settings.
+* When the option is enabled or disabled, the corresponding changes on the mobile application side will take effect on user re-authentication or the next login (whichever happens sooner).
+* The option will only be shown if '''Allow use of native mobile phone for audio''' is enabled
+* When switching to Phone Device mode for the first time, the user will have to enter their native mobile phone number (SIM card number) manually. The number must be entered as an international number preceded by the "+" sign.  The number is then remembered for subsequent transitions to the Phone Device mode.
+* The user will not be able to change the phone device option when there is a live call
-Notes:
-* The following settings are specific to Android 11. That is, they may exist in different sections and have different names in other versions of Android.
-* A mobile device vendor is capable of creating custom Android settings in the UI. This means that options and possible values can be slightly different depending on what kind of phone you are using.
-* When in doubt, use the "search" button in section ''Settings'' in order to find the desired options.
+=== Usage ===
-==== Notifications ====
+Before going to an area with known poor data coverage or no data coverage, the mobile user can:
-* Notifications pop-up style > ''Detailed''
+* Select the Mobile Phone device option
-* Included apps
+* Disables voicemail on the native mobile voice service
-** Bright Pattern Mobile > ''On''
+The user will have to remember to switch to '''Call From Application''' and re-enable the native voicemail manually later.
-* Do not disturb
-** Do Not Disturb > ''Off''
-* Advanced Settings
-** Show notifications icons > ''All notifications''
+==== Mobile Phone Mode with an Internet Connection ====
+The user experience of the '''Mobile Phone''' mode with an internet connection is very similar to the '''Call From Application''' mode except for a few notable exceptions:
+* On iPhones, outgoing call attempts will show a system dialog "The BP Mobile app is trying to make a call to [access number dedicated to support the Mobile Phone mode]. Proceed? Yes/No"
+* For incoming calls, the user will see a {{BPCC}} notification with call info (service name, contact name, caller ID), as well as a separate native alert for the same call with Accept/Reject controls, and Caller ID showing the access number.
+** The {{BPCC}} notification is not guaranteed to be shown before the native alert.
+* Multiple concurrent direct calls will not be possible.
+* Call controls may not be synchronized with the native interface, although they will function correctly.
-==== Display ====
+==== Mobile Phone Mode without an Internet Connection ====
-* ''Light''
-* Dark mode settings
-** Turn on as scheduled > ''Off''
-* Font size and style
-** Font style > ''Default''
+If the internet connection becomes unavailable, but a voice connection is still present:
+* If the app is active, it will show the '''offline''' icon.
+* An attempt to use any of the application functions will result in an error message saying "You are not connected to the Internet. Some functionality may be unavailable offline".
+* The user will not be able to initiate any interactions.
+* The user will not be able to receive chats.
+* The user can receive calls with the following restrictions:
+** For inbound calls Caller ID may be available via [[5.8:Contact-center-administrator-guide/Directory/Dial-outEntries#Use_customer_party_number_on_transfers_and_consult_calls | dialout entries ]], but no other info will be available in the call alert.
+** All internal calls will show the same Caller ID (access number configured to support the Mobile Phone mode)
+** For calls distributed via queue, the user will be able to control their state. This could be achieved via the existing IVR-based authentication and the [[draft:Scenario-builder-reference-guide/ScenarioBlocks/SetAgentState | '''Set Agent State''' scenario block]].
+* After accepting the call, the user will be able to use native phone controls such as hold, mute, speaker, send DTMF, and terminate. Functions that require support from the {{BPCC}} platform will not be available. These include:
+** Start/pause recording
+** Transfers and conferences
+** Disposition
+** Notes
+** Exiting ACW before the configured timeout
+* When the internet connection is restored, the user experience will go back to the [[draft:MobileAppGuide/Setup/Configuration#Mobile_Phone_Mode_with_an_Internet_Connection | previously mentioned state ]] automatically.
-==== Lock screen ====
+== Latency Monitoring ==
-* Notifications > ''On''
+Latency monitoring allows the user to be warned when high latency may negatively impact their usage of the app. By default, the warning is issued when the roundtrip time exceeds 1000ms in 3 consecutive measurements taken with 3s intervals. Please contact your service provider if you would like this warning to be disabled or the threshold changed. Please note that the warning is removed automatically when the latency goes back to normal, and can also be swiped off the screen manually.
-** Details > ''On''
-** Transparency > ''Low''
-** Hide content > ''Off''
-** Notifications to show > ''Alert and silent notifications''
+{{Image450 | High-Latency-App-Message.png | The high latency alert}}
-==== Privacy ====
+== Voice Quality Monitoring ==
-* Notifications
+{{NavLink | [[https://help.brightpattern.com/5.8:Advanced-configuration-options-specification/Tenant|Advanced Tenant Options]] }}
-** Notifications to show > ''Alert and silent notifications'' (i.e., if this setting was not enabled from section ''Lock screen'')
+Voice quality monitoring allows the user to be warned when a poor network connection may negatively impact their call. When the phone device option '''Mobile Phone''' is enabled, the user can choose to switch their settings to '''Mobile Phone''' mode instead of '''Call From Application''' mode. By default, the warning is issued when packet loss exceeds 2% or jitter exceeds 60ms on average over 10 seconds. Please contact your service provider if you would like this warning to be disabled or the threshold changed. Please note that the warning is removed automatically when the voice quality returns to an acceptable level, and can also be swiped off the screen manually.
-==== Apps ====
+{{Image850 | Poor-Voice-Quality-App-Message.png | The voice quality monitoring suggesting to switch to 'Mobile Phone'}}
-* Additional options (i.e., the three-dot icon)
-** Special access
-*** Optimize battery usage > Bright Pattern Mobile > ''Off''
-Note:
-Receiving notifications in any mode is critical for the correct operation of the Mobile app, therefore, it is mandatory that this setting for the application is set to ''Off''. See [[https://www.youtube.com/watch?v=rYxZWBlSdBE&t=102s| this video]] for more information.
-==== General management ====
-* Language > Set ''English'' as the default language
 </translate>

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