Elevate Mobile App: Contact Center Join as Mobile Agent

Created by Jonathan Rees, Modified on Wed, 1 Jan at 10:36 AM by Jonathan Rees

Contact Center mobile agents using the Elevate Mobile app can toggle a switch allowing them to receive, or not receive, Contact Center calls on their mobile devices. A Join as mobile agent toggle is available in Settings.

iOS	Android

Receive Contact Center Calls in the Elevate Mobile App

Slide the Join as mobile agent toggle to on to start receiving Contact Center calls.

Note: Contact Center call status cannot be configured manually when logged in as a Contact Center mobile agent on the Elevate Mobile App.

iOS	Android

Note: outgoing calls are not permitted, mobile agents can only receive incoming Contact Center calls.

During an incoming call, the screen will indicate a Contact Center call, but a specific Call Center group name will not be shown.

iOS	Android

When a call is received, the mobile agent status will change to Busy on call and the Elevate presence status will also change to On call.

Note: if Elevate presence status is In a meeting, On break, Busy, or Do not disturb Contact Center calls will not be routed to this user.

iOS	Android

During an active call the screen will indicate a Contact Center call, but a specific Call Center group name will not be shown.

iOS Android

During an active Contact Center call the following features are available:
- Mute/Unmute
- Open dial pad (keypad) to dial DTMFs
- Speaker
- Hold/Unhold
- User call quality prompt
- Swap calls (if there is more than 1 active Contact Center call)
- Flip call
- More button with the following calling actions:
  - Warm transfer
  - Blind transfer
  - Switch to cellular
  - Park call
  - Add call
  - Cancel

After the call is complete, the mobile agent status will change to Busy wrap up and then automatically change back to Available status.

Note: when the Contact Center mobile agent status is Busy wrap up, the user's Elevate presence status will not reflect this, but will show as Available.

iOS	Android

To stop being available to receive Contact Center calls, return to Settings and slide the toggle switch to off.

Note: when logged in as a mobile agent: if no calls are accepted/received, and there is no change in presence status for 12 hours, the mobile agent will be automatically logged out of the session.