How to handle an incoming call in Mobile Connect?
When a call comes in, Mobile Connect shows you who is calling and lets you accept the call, handle it with the call controls and close the interaction afterwards. This article walks you through each step.
Before you start#
To receive calls, set your status to Available. You change your status by tapping your profile icon on the Recents screen.
Make sure you have allowed notifications for Mobile Connect, otherwise you might miss calls. Our tips for Android and iOS help you set this up.
Be aware that you can't use the Amazon Connect CCP (desktop) and Mobile Connect at the same time. If both are open, your audio might not work and calls might get dropped. More info can be found in Can I use Amazon Connect CCP and Mobile Connect simultaneously?.
1. Accept or reject the call#
When a call comes in, we show the name of the caller if their number is saved in your phone's contacts.
- Accept the call to start talking. The app opens the call screen with the call controls.
- On Android, you also have “accept” and “reject” buttons in the app itself.
You have 20 seconds to accept a call.
2. During the call#
On the call screen, you are able to use the call controls:
- “Mute” to switch your microphone off and on
- “Hold” to put the caller on hold
- “Keypad” to enter digits, for example in a phone menu
- “Speaker” to switch the audio to your phone's speaker
If your administrator has set this up, the call screen also shows extra information about the caller (data attributes) and buttons that open the customer in your CRM.
Consult or transfer the call#
To bring in a colleague, tap “consult” at the bottom of the call screen. Choose a quick connect or enter an external number, then tap “consult” again to add them to the call.
To hand the call over, tap “transfer” and choose a quick connect or enter an external number.
Be aware that Mobile Connect handles one call at a time.
Bad network?#
By default, we use SoftPhone (calling over the internet). If your network drops or switches during a call, we try to recover the connection automatically, and you hear and see a signal while we reconnect. If the connection can't be restored, the app shows a “Call lost” screen.
If your internet connection is often weak, you have the possibility to switch to DeskPhone (calling over your cellular network, the phone's SIM card). See Understanding DeskPhone and SoftPhone Calling.
iPhone user?#
On iOS, pressing the power button during a call can decline or end the call. To prevent this, see How to prevent iOS from declining or ending a call when pressing the power button.
3. End the call and close the interaction#
- Tap the red button to hang up.
- Tap “close interaction” at the bottom of the screen.
Be aware that you won't receive new calls until you have closed the previous interaction. If your administrator has turned on “Auto Close Interactions”, we close the interaction for you as soon as you hang up, and you can skip step 2.
Your call now appears in Recents, where you are able to call the person back with one tap.