Team and phones
Take calls on your mobile
Install the console on an agent's phone from the browser, switch on call alerts, and set how long queues ring for agents who answer on their mobile.
Steps
Know what it does
On a phone-sized screen the console becomes a phone. A tab bar at the bottom holds Phone, Inbox, Contacts and Me. The Phone tab has the Keypad, Recents, Favourites and a contact search. You install it from the phone's browser onto the home screen, where it opens like an app. When a call comes in while the app is closed, a call alert wakes it.
Administrators: set the wake-up
Open Agents and extensions. In the Mobile app section, tick Wake an agent by push notification when a call is offered and set Ring time for woken agents (seconds): from 15 to 120 (45 by default). Choose Save mobile settings, then Apply to phone system. Every queue then rings for at least that long, so an agent has time to open the app; a queue that already rings longer is left alone.
Administrators: route calls to queues
A call alert works for calls waiting in a queue. Point the numbers your mobile agents answer at a queue, not straight at one agent's extension. See Create queues for calls and messages.
Sign in on the phone
On the phone, open the console address you use on your computer in the browser and sign in with your usual e-mail, password and, if it is on, two-step verification. On iPhone and iPad use Safari.
Install it on Android
In Chrome, Edge or Samsung Internet the Phone tab shows Add to home screen: Install the app to take calls from your home screen. Choose Install and confirm. Not now hides the card for 14 days.
Install it on iPhone or iPad
Choose How to add. The steps are: Tap the Share button. Choose Add to Home Screen. Open the app from the home screen and allow notifications when asked. Other iPhone browsers are told: Open this page in Safari. Other iPhone browsers cannot add apps with notifications to the home screen. Call alerts on iPhone need iOS 16.4 or later.
Switch on call alerts
Open the installed app. On the Phone tab, under Call alerts, choose Allow call alerts and allow notifications when the phone asks. The app confirms: Call alerts are on. Do this once on each phone.
Answer a call
When a call is waiting in your queue and the app is not open, the phone shows an Incoming call notification with Answer and Decline. Answer opens the Phone tab, connects your phone, and the queue rings it; answer as usual. Decline closes the alert; the call stays in the queue and rings the other agents. When someone else answers or the caller hangs up, the notification changes to Call answered or Call ended.
Make calls
Dial on the Keypad, or tap a number in Recents (your last 40 calls) or Favourites. Star a recent call or a contact to keep it in Favourites (up to 50). Under Contacts, search for someone: the field says Type a name or number.
Good to know
- A browser cannot keep a phone connected in the background. When the app is closed or the phone is locked, your phone is not registered and the queue cannot ring it; the call alert is what wakes it. Keep the app open on the Phone tab while you are on duty to take calls at once.
- Call alerts are best effort. A phone in a power-saving mode, or with notifications switched off for the browser, does not wake. The caller keeps waiting in the queue and other agents' phones ring.
- A call sent straight to one agent's extension, not to a queue, cannot wake a phone: it fails at once when the extension is not registered.
- If the app says Notifications are blocked for this site. Allow them in the browser settings., allow notifications for the console in the phone's browser settings and try again. If it says This browser cannot receive call alerts., use one of the browsers named above, or the app added to the home screen from Safari on iPhone.
- On iPhone and iPad, call alerts reach only the app added to the home screen, after it was opened once and notifications were allowed. An ordinary Safari tab gets no alerts.
- The notification text is in English whatever language the console uses.
- Untick Wake an agent by push notification when a call is offered to stop call alerts for the whole account.
- The Mobile app feature is part of every package at no extra charge. An administrator can switch it off for a person or a team on Feature access; the Phone tab then disappears for them.
- Until your phone system is live, Agents and extensions shows its set-up progress instead of the Mobile app settings, and calls cannot reach the app.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.