John Harrington

As people are returning to work, our volunteers are struggling to balance work with volunteering.

We had hoped the Talk app would help out with  that but we are having issues with its’s functionality.

The following are the scenarios:

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Scenario 1

Cell number not filled in, in the Agent forwarding number in agent details. There are also only test team member online,

and all in the cellular testing group.

1. Logged in on both desktop browser and app on cell
2. Status set to online
3. "Via Browser" option on call routing  (on right hand side of Online/ Offline ) selected

We then close the desktop browser and place a test call to our public number.

None of the agents with the app running on their cellulars, but without the agent forwarding number field filled in, gets a

call, and the caller is left on hold, and eventually gets the org voicemail.

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Scenario 2

Cell number filled in, in the Agent forwarding number in agent details.

1. Logged in on both desktop browser and app
2. Status set to online
3. "Via Phone" option on call routing  (on right hand side of Online/ Offline ) selected

We then close the desktop browser and place a test call to our public number.

Agents with the app running on their cellulars get a call, but the call is presenting the wrong number and ringing like a

normal phone call, and not via the app.

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Scenario 3

Cell number filled in, in the Agent forwarding number in agent details.

1. Logged in on the desktop browser but the app on the cell closed
2. Status set to online
3. "Via Phone" option on call routing  (on right hand side of Online/ Offline ) selected

We then close the desktop browser and place a test call to our public number.

Agents with the app running on their cellulars get a call, but the call is presenting the wrong number and ringing like a

normal phone call, and not via the app i.e. same outcome as Scenario 2.

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My understanding of the app is, if an agent is connected to WiFi or Cellular data, it (the app) will answer the call, not the phone,

unless there is no cellular data coverage available. Is that the case and if so what happens to the call when out of coverage and no data?

If this is not the case, and the agent is simply diverting calls using plain old divert from trunk, how can an agent then have

options to work with e.g. what does an agent do when:

1. a) there is either bad coverage from cell masts but good data (e.g. wifi available), or
2. b) where the agent wants to use their data package to receive calls.

 

In the now common situation where the agent wants to be mobile, but needs to make an outbound call to a "customer", how

is the call recorded as there does not seem to be an option in the app to make outbound calls?

 

I realise this is not a 1 answer question, and I would be hugely grateful if the response was not a link to numerous documents on Talk,

the app and admin. We have read them, and tried different combinations.

 

Regards,

JohnH