Logging in
- Use your Contivio credentials to log in to the mobile app
- Once credentials are entered, tap the 'Handset/Headset' button
User Tip: At the end of your day in-office, log out of desktop softphone and into the Contivio mobile app to maintain access to all communication channels
Home Screen
Your home screen presents four tabs: Recents, Scheduled Calls, Search, and Calendar
Search: Search by full name (as returned by CRM Lookup) or phone number. View/manage SMS thread or make call from any returned record.
Recents: Shows recent activities including notations for inbound/outbound, time and date stamps, channel.
Scheduled Calls: Presents scheduled calls for the selected day.
Calendar: Displays scheduled activities for the highlighted day.
User Tip: View Call note by tapping paper icon
Initial Settings
Access settings from the main menu by tapping the icon in the upper righthand corner of your screen.
User Tip: Use the Customer Support option in Settings to submit a ticket. Tap the drop down menu to select issue type, such as Login or Audio issues.
Outbound Calling
Make outbound calls from the dial pad, Directory, Recents, or Search.
To call from dial pad
1. Type phone number (country code formatting not required)
2. Tap 'Dial Number'
To call from Directory or Recents
1. Find contact
2. Swipe name and tap
User Tip: Scheduled calls will be offered and appear similar to an inbound call. Accept offered call to connect, or decline.
Inbound Calls
![Mobile App Samples (33)](https://go.contivio.com/hs-fs/hubfs/Mobile%20App%20Samples%20(33).jpg?width=220&height=391&name=Mobile%20App%20Samples%20(33).jpg)
Answer inbound calls by selecting button.
User Tip: Inbound calls will display which queue or department they are being made to
Multiple call handling
When handling multiple calls, the icon shows calls currently on hold, while the
signifies the connected
line.
User Tip: Smart Hold is used to toggle between active calls using the icon
Conference Call
To initiate a conference call,
1. Put original call on hold using the icon
2. Select icon and select 'New Call'
3. Dial using dial pad, directory, or search
4. Use icon to merge calls
Transfer
Warm Transfer
1. Place original call on hold
2. Dial extension/number and connect call
3. Confer with party
4. Toggle back to original call
5. Use icon to transfer call
Cold Transfer
1. Place original call on hold
2. Dial extension/number
3. Use icon to transfer call
Sending Text
To send text:
1. Tap icon
2. Enter phone number using international format
3. Select an identity (outbound caller ID) with icon
4. Type message
5. Tap to send
OR
1. Go to Recents
2. Slide on desired contact and tap
3. Text thread is loaded
4. Type new message and send
Receiving Text
1. Accept incoming SMS by tapping the icon
2. Tap text box to type response
3. Use icon to add images
4. Tap icon to send message
Receiving Chat
1. Tap to accept chat and open thread
User Tip: You can add agents to a chat using the icon
Sending Chat
You can send internal chats to your team members.
1. Find chat recipient by using filters or search
2. Select recipient and tap 'Net Chat'
Updating CRM/Using Dispositions and Notes
1. Tap the icon to open Dispositions and Notes
2. Use the Disposition drop down menu to select Disposition type
User Tip: Notes and Dispositions updated in the mobile app will update the associated NetSuite record in real time
Using Directory
The Directory has three tabs; Queues, Teams, and Users
1. Search in any tab by typing name of user or team
2. Tap icon to expand or collapse Teams
3. Connect call by sliding name and taping icon
Manage Status
![Mobile App Samples (55)](https://go.contivio.com/hs-fs/hubfs/Mobile%20App%20Samples%20(55).jpg?width=220&height=391&name=Mobile%20App%20Samples%20(55).jpg)
- Select 'Ready' status to accept inbound calls
- Select 'Busy' status or a break type to withhold offered inbound calls
Extending 'Wrap up' and Returning to 'Ready' Status
- Extend 'Wrap up' to allow more time before returning to 'Ready' Status by tapping
icon
- When 'Wrap up' has been extended, you must 'End Session' manually to return to 'Ready' status
- 'End Session' from Disposition or Active Call screens
Supervisor Options
Supervisors have the ability to monitor agents and calls.
1. Use the Teams tab under Directory to find the agent you'd like to monitor
2. Swipe their name to the side and select icon
3. Tap to monitor call
4. Use to open supervisor function within call, such as Whisper and Barge In
5. To discontinue monitoring call, tap icon