• 5.19

Mobile Phone Mode

If the contact center administrator has enabled the option Allow use of native mobile phone for audio, before going to an area with known poor data coverage or no data coverage, a mobile user can:

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

	After switching to Mobile Phone mode, users must remember to switch to Call From Application and re-enable the native voicemail manually.

The Select Phone Device menu on iOS

Mobile Phone Mode with an Internet Connection

The user experience of the Mobile Phone mode with an internet connection is 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.

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

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