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You can download the Daktela Mobile App from our website.

Use the Daktela Mobile App to control certain Daktela features from your mobile device.

You can:




 Log in

Log in

When you open the Daktela Mobile App, log in just like you would in your browser.

  1. Enter your user name.
  2. Enter your password
  3. Enter the address you go to when you log in from your browser. The format of the URL is "yourcompany.daktela.com" or similar. You can also enter only the first part of the URL – the part before the first dot. If you don't know your URL, ask your Supervisor or Team Leader.

Tap Log In.

Turn on Auto login if you want the app to remember your credentials and log you in automatically when you open the app.




 Go Ready

Go Ready

Once you have logged in, click your status button to start processing activities. The button is at the top of the screen:


If you have dynamic devices, you will also need to select a device. Tap the device you want to use:



We recommend that you use:

  • a WSS device if you want to use your phone's internet connection to handle calls, or
  • the mobile phone you are using the app on if you want to handle calls using your mobile voice services.

See Log in and out of devices for more details.

Your status button will turn green:




 Log in and out of queues

Log in and out of queues

Tap the Queues and devices button in the top right corner:


The Queues tab will open. Tap a queue to log in or out. You can filter your queues by type at the top of the list:




 Log in and out of devices

Log in and out of devices

Tap the Queues and devices button in the top right corner:


The Queues tab will open. Go to the Devices tab:


  1. List of devices you are logged in to. Tap the cross to remove the device from My Devices.
  2. Tap Connect device... to open a list of your available devices. Tap the device you want to add. It will appear under My devices
    1. If you want to use the Daktela app to make and receive calls via your phone's internet connection, select a WSS SIP device – you can recognise it by this symbol once it is selected:

      Making and receiving calls using a WSS SIP device is in the beta stage – we currently do not guarantee full functionality.

    2. If you want to make and receive calls using the mobile phone you are running the app on via your mobile voice services, select your mobile phone as a device or enter your phone number in 3. below.
  3. Enter a call forwarding number and tap Save. This will apply to all of your incoming and outgoing calls.

Admin tip

If you are using Daktela version 6.20.3 or higher, you can set up WSS devices that will only work with the Mobile App. This will prevent any clashes with browser-based WebRTC.

Go to Manage → Devices → SIP Devices, open your device and tick Mobile only.




 View your stats and last activities on the Dashboard

View your stats and last activities on the Dashboard

When you log in to the Daktela Mobile App, it will be open on the Dashboard. To get back to the Dashboard from another module, click the Dashboard icon at the bottom of the screen:


The top part of the Dashboard displays how many tickets and activities of each type you have closed and how long you have been on pauses today:


The bottom part of the Dashboard displays your last activities. Tap an activity to open its details.




 Make a call

Make a call


Follow these instructions to start a new call. You can also start a new call from activity details, CRM module and Tickets. Once you get to the New outbound call screen, the method is the same.


To start a new call, tap the New activity button in the bottom right corner of the screen, then tap the Phone button:


The New outbound call dialog will open:


Start typing a phone number or a contact or account name. The app will automatically suggest matching contacts. Select one by tapping it or finish typing your phone number, then tap Confirm at the bottom of the dialog to start your call.

  • If you have selected your mobile phone as your device, you will a receive a call from Daktela. Accept it to start the call to the number you have selected in the app.
  • If you have selected a WSS SIP device, the call will open in the app. You can mute your microphone and end the call using the buttons:

When you finish your call:




 Receive a call

Receive a call

To receive a call using the mobile phone where you are running your app, make sure you have selected it as your device or as a forwarding number in Devices. Receive an incoming call like a regular call on your phone. You can also accept an incoming call in Waiting activities – you may still need to answer it on the device you are logged in to.

The Daktela Mobile App currently doesn't support push notifications. To accept incoming activities, you need to have the app open.

If you have selected a WSS device and receive calls using the Daktela Mobile App, tap the green Accept button in the notification that will appear at the top of the app:


When you finish your call:




 Manage a call

Manage a call

When you make a new call or accept an incoming call using the Mobile App, its details will open:


Once the call ends, you will see the activity details:

  1. Redial the phone number.
  2. Save and end the activity. Depending on your queue settings, you may need to select a status. Select a status and tap Save.




 Send an email

Send an email

Follow these instructions to create a new email from scratch. You can also start composing an email from the CRM module, Tickets and activity details. Once you get to the Queues screen (for CRM) or New email screen (for Tickets), the method is the same.


To start composing a new email, tap the New activity button in the bottom right corner of the screen, then tap the Email button:


Tap the email queue you want to use to send your email:


The New email screen will open:


  1. Type an email address or a contact or account name. The app will automatically suggest matching contacts. Select one by tapping it or finish typing your email address.

  2. Type a subject.

  3. Open the Statuses dialog. Select a status and tap Save. Depending on your queue settings, selecting a status before sending your email may be mandatory.

  4. Type your email. You can use the rich text formatting in the bar at the bottom of the screen. Queue, user and app signatures are added automatically.

  5. Discard the email.

  6. Postpone your email so you can finish composing it later. You can retrieve it from your Postponed activities.

  7. Add an attachment. Tap the Folder to add files stored on your phone, the Camera to take a picture and the Videocamera to shoot a video.

  8. Send your email.




 Receive emails and work with tickets

Receive emails and work with tickets


In Daktela, all emails must be part of a ticket. When you send or receive a new email, a new ticket will be created automatically. Replies to your emails will be part of the ticket created when it was sent. There can be more than one email in a ticket.

Tap the Tickets button in the bottom right corner to open Tickets:


Your ticket overview will open:

  1. Select your ticket view. A view works like a predefined ticket filter.
  2. Search for a ticket.
  3. Create a new ticket.

Click an existing ticket to open it.


 Create a new ticket/Edit a ticket

Create a new ticket/Edit a ticket

The ticket detail screen contains ticket parameters:


  1. Enter the ticket title.

  2. Select the ticket's primary contact.

  3. Open the account the primary contact is associated with.

  4. Select a category.

  5. Select the user currently working on the ticket. You can assign yourself or pass the ticket on to someone else.

  6. Select ticket followers. They will receive notifications when there are any changes to the ticket.

  7. Select a deadline manually (set by your SLA and priority if left empty).

  8. Select a priority.

  9. Select a date to reopen the ticket if stage set to Waiting or Closed.

  10. Select a status. If the category you have chosen has a mandatory status, you must select a status when you close the ticket – you can leave it empty until then.

  11. Select a stage:
    a. Open – the ticket is being handled.
    b. Waiting – a reply has been sent to the customer, waiting for their reaction. You can set a reopen date (9).
    c. Closed – the ticket has been solved. You can set a reopen date (9). If the customer replies, the ticket will be set to Open again. d. Archived – the ticket has been solved. If the customer replies, a new ticket will be created automatically.

  12. Type a description.

If you have a custom form set up for your tickets, you will find it below this part. Ask your Team Leader or Supervisor if you are unsure how to fill it out.


The ticket history is located in the bottom part of the ticket details. It displays all the ticket's activities.

Tap an activity to open its details.

Tap the New activity button in an open ticket to add a new comment or to start a new call or email in the ticket:





 Send an SMS/Facebook/WhatsApp/Viber Message

Send an SMS/Facebook/WhatsApp/Viber Message


Follow these instructions to create a new message from scratch. You can also start composing a message from the CRM module and Tickets. Once you get to the Send message screen, the method is the same.

To start composing a new message, tap the New activity button in the bottom right corner of the screen, then tap the button of the message type you want to send:


The Send message screen will open:

  1. Enter a CRM contact or number.
  2. Select the queue you want to use to send your message.
  3. Select a status.
  4. Enter your message.
  5. Open a new chat with the selected contact.
  6. Send the message. You will return to the screen your were on before you opened the new activity.




 Work with Chats

Work with Chats

New incoming chat notifications appear at the top of the app. Click the green button to accept the chat:

The Daktela Mobile App currently doesn't support push notifications. To accept incoming activities, you need to have the app open.

You can also start a new chat from scratch or from the CRM module.

The Chat will open:

  1. Add an attachment. Tap the Folder to add files stored on your phone, the Camera to take a picture and the Videocamera to shoot a video.
  2. Type your chat message.
  3. Send your message.
  4. Postpone your chat so you can finish it later. You can retrieve it from your Postponed activities.
  5. End your chat. Depending on your queue settings, you may need to select status. Select a status and tap Save.




 Use the CRM module

Use the CRM module

Tap the CRM icon at the bottom of your screen to open the CRM module.


 Contacts

Contacts

When you open the CRM module, the Contacts tab will be open:


Tap a contact's name to open their details or tap Add new to create a new contact. The contact details will open:

Tap each field to edit it. Unsaved changes are in red.

Tap Account to bring up a menu where you can choose to open the account details or to change the account associated with the contact.

Tap Phone or Email to bring up a menu where you can choose to start an activity or to edit the number or address.

Tap Save in the top right corner to save your changes.

You may have more fields to fill out depending on your specific set up. Contact your manager if you are unsure how to fill them out.



The contact's past Activities and Tickets are below. Toggle between them by tapping the tabs.

Tap an activity to open its details or tap a ticket to open it in Tickets.

 Accounts

Accounts

When you open the CRM module, the Contacts tab will be open. Tap the Accounts tab:

Tap an account's name to open its details or tap the Add new button to create a new account. The account details will open:


Tap each field to edit it. Unsaved changes are in red.

Tap Phone or Email to bring up a menu where you can choose to start an activity or to edit the number or address.

Tap Save in the top right corner to save your changes.

You may have more fields to fill out depending on your specific set up. Contact your manager if you are unsure how to fill them out.



The contact's past Activities and Tickets are below. Toggle between them by tapping the tabs:

Tap an activity to open its details or tap a ticket to open it in Tickets.




 Manage your activities

Manage your activities

You can manage your Opened, Waiting, Postponed and Missed activities in the app. Tap the Activities icon at the bottom of the screen.


Opened, Waiting, Postponed and Missed activities each have their own tab.


 Opened

Opened

Tap the Opened tab at the top of the screen to view your open activities:


Tap an activity to open it. You can then work with the activity – calls, chats, emails.

 Waiting

Waiting

The Daktela Mobile App currently doesn't support push notifications. To accept incoming activities, you need to have the app open.

Tap the Waiting tab at the top of the screen to view your waiting activities:


Tap an activity to Accept or Reject it.

If you Accept an activity, it will open – calls, chats.

 Postponed

Postponed

Tap the Postponed tab at the top of the screen to view your postponed activities:


Tap an activity to open a list of actions:

You can open the activity's detail, reopen it so you can keep working with it – emailschats – or delete/close it.

 Missed

Missed

Tap the Missed tab at the top of the screen to view your missed activities:


Tap an activity to open a list of actions:


You can open the activity's detail.

If your missed activity is a call, you can call the number back. If it is a missed chat, depending on your queue settings, you may be able to reply.

You can also delete missed activities (if you have the rights).




 View activity details

View activity details

You can open the details of any activity you see in the Daktela Mobile App, e.g. from the Dashboard or a contact's history.

The details contain info about the activity:

Long press a value to copy it.


If the activity has a contact assigned, tap it to open it.

You can start a call from call activity details. Tap the Phone button in the top right corner to open the New outbound call dialog, then follow the instruction in Make a call.


The Content section at the bottom of email activity details contains the email that was sent or received. Tap the Reply button in the top right corner to reply to the email.


Chat activities contain a transcript of the chat at the bottom of the activity detail:




 View your Notifications

View your Notifications

Notifications inform you about changes in tickets that you own or follow, about article comments and conference invitations.

The number of your unread notifications is displayed in the Notifications button at the top of the screen.


Tap the Notification button to open the list of your notifications:


Unread notifications are bold.

Tap a notification to open the ticket or article. This will mark the notification as read.

You can mark all your notifications as read using the tick in the top right corner of the screen.




 Start and end a pause

Start and end a pause

Tap your status button at the top of your screen:


The Pauses dialog will open:

Tap a pause to start it. Some pauses are turned on and off automatically – you can't choose them yourself.

Your status button will indicate that you are on a pause:


To end the pause, tap the status button again, then tap Unset pause:




 Switch to unready

Switch to unready

Tap your status button at the top of your screen:


In the Pauses dialog, tap Switch to unready:




 Log out

Log out

To log out, tap the Menu icon at the bottom of the screen:


Tap Log Out:












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