Getting started with the mobile app

This guide helps you get started with the mobile app and provides a quick overview of the most important features, so you get the most out of the app.

Please note that some features may vary depending on how your solution is set up and which services you have access to. Therefore, some features in the guide may differ from what you see in your app.

Finding your way around the app

The navigation menu is your starting point in the app. Here you find the most important features and can easily switch between contacts, calls, voicemail, chat, queues and menu.

The menu is located at the bottom of the screen. It is always at hand, so you can quickly get to where you need to be.

Call via internet or mobile network

If you wish to make calls via the internet instead of the mobile network, you can enable Internet calling (VoIP).

Tap Menu in the navigation menu at the bottom of the screen, and then tap Settings.

Now use the toggle button next to Internet calling to turn the feature on or off.

When Internet calling is turned on
Your calls are made via an internet connection.

When Internet calling is turned off
Your calls are made via the mobile network.

Call a contact

You can quickly call people from your contact list directly in the app.

Tap Contacts in the navigation menu at the bottom of the screen. Find the contact in the list, or use the search field to search for the contact.

Press and hold on the contact until the menu appears.

From here you can choose to call, chat, send an SMS or email – or mark the contact as a favourite, VIP, contact or blocked.

If you wish to choose which phone number to call, you can open the contact first.

Tap the contact once to open it.

From here you can call, chat or send an SMS. You can also see contact information and choose between the phone numbers registered for the person.

Call a number

If the person is not in your contact list, you can easily dial using the app's keypad.

There are two ways to open the keypad.

Tap the keypad icon at the top right in Contacts.

Enter the desired phone number and tap the call button to dial.

You can also open the keypad via Menu.

Tap Menu in the navigation menu at the bottom of the screen, and then select Dialler.

Enter the desired phone number and tap the call button to dial.

Call transfer (Internet calling turned off)

When Internet calling (VoIP) is turned off, calls are handled via the phone's standard calling function.

Follow these steps to transfer an active call:

Call transfer (Internet calling turned on)

When Internet calling (VoIP) is turned on, calls are handled directly in the app.

Add a contact

If a phone number is not already in your contact list, you can easily create it as a new contact.

Tap Recent in the navigation menu at the bottom of the screen to open the list of your recent calls.

Find the desired phone number and press and hold on the number until the menu appears.

Select Add to contact.

Fill in the desired contact information and save the contact.

Contact categories

You can assign different categories to your contacts, making it easier to find the people you interact with most and to customise how calls from them are handled.

Tap Contacts in the navigation menu at the bottom of the screen. Find the contact in the list, or use the search field to search for the contact.

Press and hold on the contact until the menu appears. Then select the desired category.

• Contact – The person is saved as a contact in the app and appears in the contact list alongside your other contacts.
• Favourite – The contact appears in the contact list under Favourites, so you can quickly find the person.
• VIP – VIP contacts can have special call rules. You can for example choose that they can contact you even when you are not available.
• Blocked – The contact is blocked, so calls from that person will not get through to you.

Change status and add a note

You can update your status so your colleagues can quickly see whether you are available, busy or do not wish to be disturbed.

Tap Menu in the navigation menu at the bottom of the screen.

Tap your status field and select the appropriate status.

Tap your profile picture at the top to open your profile. Here you can add or change your note.

Change outgoing number

If you have multiple phone numbers associated with your user account, you can choose which phone number is displayed when you call out.

You can choose from the phone numbers available on your user account in the app.

Tap Menu in the navigation menu at the bottom of the screen.

Tap Caller ID.

Select the phone number you wish to display for outgoing calls.

Tap the checkmark to save the change.

View recent calls

Under Recent you will find an overview of your incoming and outgoing calls.

Tap Recent in the navigation menu at the bottom of the screen to open the call list.

Here you can see who you have spoken with, when the call took place, and quickly call back.

Log in and out of queues

Under Queues you will find an overview of the queues you have access to.

Tap Queues in the navigation menu at the bottom of the screen.

Here you can see the status of each queue, including the number of waiting calls, available agents, and whether you are logged in or logged out of the queue.

Tap the toggle button to log in or out of the queue.

If you are a supervisor, you can also manage queues directly from the app.
Tap the small arrow to see more options. Here you can for example log agents in and out of queues.

View your calendar and create meetings

You can use the app to get an overview of your meetings and create new calendar appointments.

Tap Menu in the navigation menu at the bottom of the screen, and select Meetings.

Here you can see your upcoming meetings and activities.

Tap + to create a new meeting.

Fill in the desired information, select participants and date and time, and then tap the checkmark to save the meeting.