Sangoma CX - Mobile Agent App. User Guide

Table of Contents

1 How to Install the Mobile Agent App
2 Login in the app
3 Main Sangoma CX Screen
- 3.1 Screens Icons:

How to Install the Mobile Agent App

To install the Mobile Agent App:

Open Google Play App Store or Apple App Store
Search for “Sangoma Talk”. Click on the application with the following logos published by Sangoma Technologies
Install the App.

Google Play App Store	Apple App Store

Login in the app

	Once the installation is complete the Sangoma Talk app should be available on your Smartphone. Click on the Sangoma Talk icon to get started. Note: The first time the app is launched you will be required to allow the application to access: your microphone, make and manage phone calls, and read contacts on your phone.
	The Sangoma Talk login screen will appear. Click on the label “ContactCenter Login”
	The Sangoma Connect screen will display Enter the Agent’s Sangoma CX Username and Password Enter the Sangoma CX’s tenant address. The tenant address is the set of characters in your Agent Panel URL between the ’https://’ and the next slash ’/’.. Example: With the URL “https://productdemo.starcenter.com/monitor/agent/”, the Sangoma CX Tenant Address would be: productdemo.starcenter.com Click the Login button Note: The Username and Tenant information will be memorized in the device and will automatically populate these fields on future logins.
	The first time an agent logs in or if the extension selected the last time is no longer available, a screen will appear with a list of available extensions. Select an extension Click “Login to Contact Center”

Main Sangoma CX Screen

After the user logs in, the main Sangoma CX screen is displayed, making the user available to receive or make calls. In this section we will explain the Main Sangoma CX screen and it’s capabilities. This screen provides information to the agent about the queues they are assigned, the status of these queues, select outbound queues and access to other features and options related to the contact center.

Screen Header

A - Selected extension used by the Agent Mobile App

B - Menu that contains these features:

Pause: Opens the pause screen to start and stop a pause. The pauses available, type and behavior, are the ones configured in the queues the agent is assigned to.
Logout: Logs out the agent from the queues and extension. The application is always open in the background but can be terminated using iOS or Android application management features or gestures.

C - Keypad:

Displays a keypad which can be used for making outbound calls, making attended/unattended call transfers or conferencing calls.

D - Contact List:

Displays the list of contacts stored in the Sangoma CX tenant. Contacts can be opened to display the contact details: phone numbers or email addresses.
From a Contact you can make outbound calls, attended/unattended call transfers or conferencing calls.
Calling contacts can be done by clicking the phone icon if the contact is not opened or clicking in a phone number entry if contact is open.

E - Headphone:

Displays the Main Sangoma CX Screen

Screen Body

1 - Agent Name and time logged

2 - Outbound queue selected and selector. The outbound queue selected is also highlighted under the List of Queues the Agent is assigned to with an arrow.

3 - List of Queues assigned to the Agent. The information provided includes:

Queue Name: If the queue is an outbound queue, it is tagged with an arrow
Calls in queue: Column with a clock as a header, displays the number of calls in the queue
Calls in progress: Column with a handset as a header, displays the number of calls in progress within the queue

4. Selected Queue

The queue you are currently in is highlighted.

5. Menu that contains the options:

Refresh: The information presented on this screen is not automatically refreshed. If a user wants to update the queue status information they will have to select this option.
Settings: the settings available under this menu entry are:
- Account Setup:
  - SIP account used (view only)
  - Sangoma support link
  - Sangoma Softphones EULA link
- Preferences: allows changing multiple settings such as ringtone and volume
- About: version installed and mobile platform
- Usage: provides statistics about the softphone talktimes and call counts.
- Share with friends:
  - Share on Facebook and by email
  - Write a review
- Reset Application: Clears all data including provisioning, theme, preferences and history.
- Reprovision: refresh the configuration provided by the back-end servers. Reprovision will force extension re-registration. Use this function if the extension is blinking in red or the App is not registering the extension for a long period of time.

Screens Icons:

Phone Keypad:

Displays a keypad that allows making outbound calls. This keypad will also be used when making attended/unattended transfers and conferencing calls.

Outbound calls can be done by pressing the numbers in the keypad and clicking the green button with a handset icon to initiate the dialing.

Contact List:

Displays the list of contacts stored in the Sangoma CX tenant. Contacts can be opened to check the contact details: phone numbers or email addresses.

Outbound calls using contacts can be done by clicking the phone icon, if the contact is not opened or clicking the phone number if contact is open.
This screen can also be invoked to use contacts for attended/unattended transfers and conferencing calls.

Headphone:

Displays the Main Sangoma CX Screen