Mobile App User Guide

The AVOXI Mobile app gives agents the ability to effortlessly make and receive calls on their mobile device giving them flexibility and ensuring they never miss a call. Included in all Contact and Enterprise licenses at no additional cost, the feature is available to all users who have been assigned a license. 


Download & Login

Use the below easy steps to download and configure the App:

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Note: Mobile app access must be enabled by an administrator within the Company Settings. (See 'Mobile App Access Controls' below.)

Users must be assigned a license to use the app. The QR Code will not be visible to users who do not have a license assigned to them. 

Download the App

  1. Navigate to the Apple App Store or Google Play Store on your mobile device and search for 'Avoxi'.
  2. Click 'Purchase' or 'Download'

Login to the App

When signing in for the first time, you will see a login screen with the options to log in using your Avoxi credentials or a QR Code

  1. Login with AVOXI Credentials
    • Enter the email address and password that you use when logging into AVOXI via your web browser.
  2. Log in with QR Code (*Note: The application must have permission to use your device's camera.)
    1. Using your computer, navigate to your AVOXI (genius.avoxi.com) in your web browser.
    2. Enter your email address and password to log in.
    3. Click the 'User' menu in the upper-right-hand corner, select 'My Account'
    4. From the 'My Account' tab, you will see a sidebar menu item for 'Mobile QR Code', select this menu option.
    5. On the mobile app login screen, select the QR Code login option.
    6. Using the camera on your mobile device, focus on the QR Code displayed on your computer screen. Once the camera has picked up the QR Code, the user will be automatically logged in.


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Mobile App Access Controls

Administrators can control mobile app access at the organization level or at the user level.

Organization Level Access

1. Navigate to Company Settings > Mobile Application

2. Switch the Mobile App toggle ON/OFF

  • When the mobile app setting is disabled, users will NOT be able to log in to the mobile app.

3. Enable/Disable Mobile QR Code

  • If mobile app is enabled, but QR Code is disabled, users will be able to log in to the app using their email address and password, however they will not be able to login via QR Code.

User Level Access

Control mobile app access for specific users by adding mobile app permissions to a user role.

  1. Navigate to 'Users'
  2. Select the 'Roles' tab
  3. Edit an existing role or Add New
  4. Navigate to the General Settings tab to enable Mobile App Access for the role


App Navigation

Overview of the app features.

Keypad

  • Use the keys to dial the number you want to call.
  • Press and hold '0' to enter a '+' sign.
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Note: iPhone ONLY
Pressing and holding on the '+' sign will reveal a globe icon that allows you to populate a country code from a list of countries. This can be enabled/disabled in the app settings (Preferences > Controls > Show Globe Button).

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Quick Dial

Create contacts that can be called with the click of a button.

View Contacts in either list or card form. Swipe down to change the view.

To add a new Quick Dial contact

1. Navigate to the Quick Dial page.

2. Click the Edit button.

  •     Click the '+' button. This may look different depending on whether you are in the Card view or the List view.

3. Enter a Title/Name and Phone Number for the Contact you are creating.

  • Add a Contact photo. (Optional)

4. Click Save.

Contacts will appear in the order in which they were created. Use the 'Edit' button to Edit or manually re-arrange the order of the contacts.

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To call a Quick Dial contact

1. Navigate to Quickdial.

2. Click on the Contact you want to call.


Call History

View a list of calls that have occurred on the app.

  • Switch between ALL calls and MISSED calls as needed.
  • Search for a call by name or number.
  • Press the info button to list a list of calls that occurred between that number on a single day.
  • Swipe left or use the Edit button to delete an entry.
  • Use the Share button to the right of Edit to export or share your call history.

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Android

App Provisioning & Do Not Disturb

The AVOXI button in the upper-left corner will take you to the provision status screen. Here you can put the app on Do Not Disturb. You can also see whether your app is connected and ready to take calls.

Do Not Disturb (DND)

  • When activated, all calls directed to you will go to voicemail.
  • If you are also logged in on the webphone, then the webphone will continue to receive calls even when you have DND enabled.

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Android


Settings

  • You can access your application settings by selecting the Settings icon from the Keypad screen.

Account Setup (1)

This is where you will go to update your login credentials.

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DO NOT change your credentials here unless you have also changed your credentials in the AVOXI online platform.


Preferences (2)

Adjust various settings across the app including ringtones, sound (echo/noise suppression, microphone, playback, and keypad volume), along with other controls. Each setting includes a description of what the setting does.

Reset Application (3)

This button will completely log you out and restore the application to its default state.

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WARNING - Resetting the application will not only log you out of the application, but it will also clear ALL data including Quick Dial contacts, Call History, and any settings you have configured.



Agent Profile / Agent Status

To view your current status, navigate to the Agent Profile menu item. If you wish to change your status, navigate to the 'Set your status' menu and select a new status.

  • Available - User is available to receive team calls
  • Paused - User is logged in, but is not available to receive team calls
    • Note: This status is the catchall for all 'Paused' states seen your AVOXI webphone
  • Offline - User is offline and is not able to receive calls
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Info

Please note that closing your browser or logging out of Genius will set your status to 'Offline' in the mobile app. When transitioning from the webphone to the mobile app, please make sure that your status is set to 'Available' in the mobile app after logging out of the browser.

Troubleshooting

Issues Making/Receiving Calls

When you experience issues making or receiving calls on the mobile app, please provide as much detail as you can regarding the call(s). It is also very helpful to provide support with the SIP logs captured from your device as this may provide additional information.

  1. Enable SIP logs in the mobile app.
  2. Make test calls to/from the device.
  3. Provide support with the call sample details and SIP log
  4. Provide the additional following details to support
    • Device (iOS/Android) and operating system version
    • Was the call made via WiFi or cellular?
    • Any additional helpful details about the issue


How to get the SIP Log from the Mobile App

Enable SIP Log:

  1. From the keypad, select the Settings icon in the upper right corner
  2. Navigate to Preferences
  3. Toggle the 'Troubleshooting Log' or 'Log SIP Traffic' button

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Share SIP Log (iPhone):

  1. From the Keypad, select the Settings icon
  2. Navigate to Troubleshooting > SIP Log
  3. Select Share > Other and send via email to support (service@avoxi.com)
    • Share the SIP log AFTER the failed call is made/received.

Note: You can also copy and paste the log and send email to support, but it may be best to use the Share functionality so there are no typos or errors when using copy/paste


Share SIP Log (Android):

  1. From the Keypad, select the Settings icon
  2. Navigate to Information > Logs
  3. Select Share > Other and send via email to support (service@avoxi.com)
    • Share the SIP log AFTER the failed call is made/received.

Note: Be careful not to clear the SIP Log


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Updated:

December 13th, 2022

Author:

Kay Senior

Updated By:

Kay Senior

KB ID:

1289713

Page Views:

1950

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