Using the Contivio Mobile App (iOS)

 

Logging in

 

• Use your Contivio credentials to log in to the mobile app
• Once credentials are entered, tap the 'Handset/Headset' button

 

 

Home Screen

Your home screen presents four tabs: Recents, Scheduled Calls, Search, and Calendar

 

Multiple call handling

 

 

When handling multiple calls, the icon shows calls currently on hold, while the signifies the connected

line.

 

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

 

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 

 

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 

• 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