Who should read this article: Administrators
Configure user accounts to support smart phone access to Omnichannel Workspace on Android and iOS. Use this configuration to enable agents to handle calls and digital conversations away from the office.
Introduction
The Voiso Mobile App enables agents to handle voice calls on both Android and iOS mobile phones.
Mobile agents can access the Voiso Omnichannel Workspace using a browser on their smart phone (Google Chrome is recommended). Omnichannel Workspace automatically detects when it is accessed from a smart phone and optimizes its appearance to provide a mobile friendly experience with the same capabilities available on desktop.
Agents can also install Omnichannel Workspace on their device to use it like an app. This provides a more streamlined experience and allows agents to launch the workspace directly from their home screen without opening a browser.
Supporting agents on mobile devices
Agents access Omnichannel Workspace by signing in to their contact center account in a mobile browser and clicking the Agent Workspace button. When using voice features, agents must allow notifications and microphone access on their device.
For a more app-like experience, agents can install Omnichannel Workspace on their mobile device:
- On Android, agents select Install app from the browser menu.
- On iOS, agents select Add to Home Screen from the browser share menu.
Once installed, agents can launch Omnichannel Workspace directly from their home screen or app list, without opening a browser.
Ensure agents use a supported browser:
- Android: Google Chrome
- iOS: Safari
You can setup agent accounts for the following scenarios:
Digital interactions and voice
To configure an agent account to use Omnichannel Workspace to handle both digital and voice interactions on a smart phone enable the permissions on either the user's account page or, if you contact center uses security access groups, the user's role.
Basic user configuration
On the user's account page grant the following permissions:
| Permission | Required | Description |
|---|---|---|
| Omnichannel Workspace Enabled | ✔ |
Primary permission to enable an agent to use the Omnichannel Workspace to handle digital interactions. |
| Allow manual outbound calls | ✖ |
Grant this permission to enable an agent to dial contacts directly. |
| WebRTC Enabled | ✔ |
Primary permission to enable an agent to use Agent Panel embedded in the Omnichannel Workspace. |
| Call Notes Enabled | ✖ |
Enables agents to add notes to voice calls in Agent Panel. |
| Replace client numbers with Acc IDs | ✖ |
Mask contact phone numbers and other information in Agent Panel and Omnichannel Workspace. |
| Disable recordings download | ✖ |
Ensure that the agent does not have access to voice call recordings. |
| Click-to-call client number masking | ✖ |
For click-to-call dialed numbers in a CRM, ensure the agent does not see a contact's phone number in Agent Panel. |
| Allow Click-to-call | ✖ |
The agent may initiate calls in a CRM by clicking an icon or link instead of manually dialing the number. |
Security Access Groups configuration
Create a role and enable the following permissions:
| Permission | Required | Description |
|---|---|---|
| Access to Web interface | ✔ |
Primary permission to enable an agent to sign-in to their Voiso contact center account. |
| Enable WebRTC | ✔ |
Primary permission to enable an agent to use Agent Panel embedded in the Omnichannel Workspace. |
| Omnichannel Workspace Enabled | ✔ |
Primary permission to enable an agent to use the Omnichannel Workspace to handle digital interactions. |
| View Call History | Enable an agent to access their personal call history in Agent Panel. | |
| Allow Click-to-call | ✖ |
The agent may initiate calls in a CRM by clicking an icon or link instead of manually dialing the number. |
| Enable Answering Machine Detection | ✖ |
Enable Voiso to automatically detect answering machines for all outbound calls and terminate the call. |
| Enable Call Notes in WebRTC | ✖ |
Enables agents to add notes to voice calls in Agent Panel. |
| Allow manual outbound calls | ✖ |
Grant this permission to enable an agent to dial contacts directly. |
| Display SMS functionality in Agent Panel | ✖ |
Grant this permission to enable an agent to send and receive SMS messages during voice calls. |
Digital interactions only
To configure an agent account to use Omnichannel Workspace to handle both digital and voice interactions on a smart phone enable the permissions on either the user's account page or, if you contact center uses security access groups, the user's role.
Basic user configuration
On the user's account page grant the following permissions:
| Permission | Required | Description |
|---|---|---|
| Omnichannel Workspace Enabled | ✔ |
Primary permission to enable an agent to use the Omnichannel Workspace to handle digital interactions. |
Security Access Groups configuration
Create a role and enable the following permissions:
| Permission | Required | Description |
|---|---|---|
| Access to Web interface | ✔ |
Primary permission to enable an agent to sign-in to their Voiso contact center account. |
| Omnichannel Workspace Enabled | ✔ |
Primary permission to enable an agent to use the Omnichannel Workspace to handle digital interactions. |
Voice only
Voiso recommends that voice-only mobile agents use the Voiso Mobile app to handle voice interactions on a smart phone.