Hi Radek,
- Android + WebRTC
With the WebRTC in place, for IOS we use callkit , on Android the call would appear as a voice interaction (clicking it opens our app)
In both cases, for dialing out, we have a dialpad integrated in our application, which has integration to phonebooks (local phonebook on the device, enterprise phonebook in the cloud)
When acting with SIP remote, you will always have 2 dialogs (1 native call + the app) between which you can switch.
- Doze mode
Yes, we also function in doze mode (high priority FCM messages used)
- Android SDK
We officially support Android 7 and higher, we don't have any specific implementation at this time for Priority Buckets (correct, we target SDK 28)
- Situations without data connectivity:
SIP Remote/nailed up: the PSTN stream would arrive, but the push notification wouldn't (and the app can of course not be used at this time)
Kind regards
Stijn
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Stijn Brebels
Ideal Systems NV
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Original Message:
Sent: 11-13-2019 01:52
From: Radek Paclt
Subject: PureCloud Voice - Contact center Agent support Mobile phone
Hi Stijn,
ok and now the crucial questions :)
- On Android you are default call application or you use overlay window for inbound call
- works your application in doze mode? because there is limitation for push notifications
- targets your app SDK ver 28? works your application with priority buckets in Android P?
- whats about situations without data connectivity
Best regards
Radek
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Radek Paclt
NTT Czech Republic s.r.o
Original Message:
Sent: 11-13-2019 01:40
From: Stijn Brebels
Subject: PureCloud Voice - Contact center Agent support Mobile phone
Hi Radek,
yes that's correct, on PSTN level you'll always see the 'PureCloud' PSTN number.
However, we will also send a push notification to the device (when the Platform API notifies us of the call), which will contain the actual PSTN number of the client (so the info is available).
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Stijn Brebels
Ideal Systems NV
Original Message:
Sent: 11-13-2019 01:36
From: Radek Paclt
Subject: PureCloud Voice - Contact center Agent support Mobile phone
Hi Stijn,
receiving calls sound good, but if you use remote phone and your mobile app is not running, caller identification is the number of your own technology (number of your phone line which customer is calling) and not the origin customer's one.
Thanks in advance
Radek
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Radek Paclt
NTT Czech Republic s.r.o
Original Message:
Sent: 11-12-2019 12:24
From: Stijn Brebels
Subject: PureCloud Voice - Contact center Agent support Mobile phone
Hi Radek,
Currently, we use the 'remote phone' (SIP remote / routing over PSTN) to deliver voice streams onto the device. This means you'll be able to receive voice calls even when the app is not open (or in the background).
Later this year we'll be adding WebRTC capability (due to current limitations on the PureCloud SDK, we offer WebRTC in collaboration with the Twilio platform, which you can link as an external trunk to your purecloud edge (BYOC)). In that case, the app doesn't need to be in the foreground either (you could even kill it completely). Whenever a voice stream over WebRTC needs to be delivered, we'll kick start the app via a special VOIP push notification (which wakes up the app).
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Stijn Brebels
Original Message:
Sent: 11-12-2019 02:04
From: Radek Paclt
Subject: PureCloud Voice - Contact center Agent support Mobile phone
Hi Paul,
I am interested in Mobile Office application too, but I am a little bit confused how the integration is implemented. This integration is based on SIP directly or use PureCloud functionality for external number forwarding? PureCloud directly has functionality for agents in case of leaving browser with agent application, but this integration is based on fact that forwarding could be activated only when agent is in state except onqueue.
best regards
Radek
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Radek Paclt
Dimension Data Czech Republic s.r.o.
Original Message:
Sent: 11-08-2019 10:15
From: Paul Dittrich
Subject: PureCloud Voice - Contact center Agent support Mobile phone
I have tested the Mobile Office application and it appears to work quite well. Calls can still be recorded and you can also set it up as a remote phone. So instead of using WebRTC or SIP for the voice payload Purecloud will call the cellphone number directly. This is good if people agents are moving around the building a lot.
I believe one of our clients will be going forward with Mobile Office after we Demo'd the software. There should be a 30 day free trial to check it out.
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Paul Dittrich
Original Message:
Sent: 11-08-2019 09:52
From: Shalom Benzaquen
Subject: PureCloud Voice - Contact center Agent support Mobile phone
We have business need routing ACD Ques calls to associates on the go using their smartphone... These associates do not have access to a PC to change agent avail status etc...Genesys provides the Collaborate app, but this does not support contact center ACD type calls..
Firstly, where is Genesys product development in creating a SmartPhone app to support Contact center?
Second, I did notice in the app foundry Mobile Office with the below info:
Mobile Office
With Mobile Office for PureCloud, we provide you the ability to extend the customer journey and communication to virtually anyone in your company or organization by mobilizing the same tools agents use in your contact center onto the mobile devices in your company. Branch managers, field technicians, home workers, store managers, anyone can now handle customer interactions without losing the ability to manage and monitor the interaction.
https://appfoundry.mypurecloud.com/filter/purecloud/listing/c93cec22-74ff-4dad-808d-e6972d4d0688
Will this application work as a replacement for a WebRTC PureCloud Softphone and connect into PureCloud Voice and similarly calls will be recorded.. Thanks
Lastly has anyone has any experience with the above product.. Thanks
#Implementation
#Routing(ACD/IVR)
#Telephony
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Shalom Benzaquen
Anthem, Inc.
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