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[{"content":[{"description":"<p>Your administrator should create an organization via<span>&nbsp;</span><a href=\"https://aws.amazon.com/marketplace/pp/prodview-muqeoaaiwp3ic\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"text-decoration: underline;\">AWS Marketplace</span></a><span>&nbsp;</span>first, afterwards they can create an account for you. We refer to our<span>&nbsp;</span><span style=\"text-decoration: underline;\"><a href=\"https://help.idealsystemscloud.be/mobile-connect-trial?hsLang=en-be\" rel=\"noopener\">installation guide</a></span><span>&nbsp;</span>for detailed instructions about the setup.</p>\n<p>In the app you'll need to enter name of the organization provisioned by the administrator before you can login with your user credentials.</p>","title":"A1 - How do I activate Mobile Connect?"},{"description":"<ul>\n<li><span style=\"text-decoration: underline;\"><a href=\"https://apps.apple.com/tt/app/mobile-connect-for-amazon/id1625067813\" rel=\"noopener\" target=\"_blank\">iOS App store</a></span></li>\n<li><span style=\"text-decoration: underline;\"><a href=\"https://play.google.com/store/apps/details?id=be.idealsystems.mc.amazon\" rel=\"noopener\" target=\"_blank\">Google Play Store</a></span></li>\n</ul>","title":"A2 - Where can I find the apps in the app store?"},{"description":"<p>The admin console can be accessed via the following link:&nbsp;</p>\n<p><span style=\"text-decoration: underline;\"><a href=\"https://provisioning.mobileconnectcloud.com/\">https://provisioning.mobileconnectcloud.com</a></span></p>\n<p>You can login with your<span>&nbsp;</span><strong>organisation name<span>&nbsp;</span></strong>(<span>not</span><span>&nbsp;</span>your email address), the same you use to login to the mobile app and the admin password you have set during the setup procedure.</p>","title":"A3 - How can I access to the admin console?"},{"description":"<p>Due to metering/billing restrictions, it is only possible to have one Mobile Connect organisation per AWS account.&nbsp;<br><br>If you have a<span>&nbsp;</span><a href=\"https://docs.aws.amazon.com/whitepapers/latest/organizing-your-aws-environment/organizing-your-aws-environment.html\" rel=\"noopener\">multiple-account setup</a>, you can of course also setup multiple Mobile Connect organisations. In this case, each AWS account will be billed separately based on the usage on that account.</p>\n<p>However, it is not possible to setup multiple Mobile Connect organisations within the same AWS account.</p>","title":"A4 - Can I have multiple Mobile Connect organisations on my AWS account?"},{"description":"<p>After a certain amount of time, users will be logged out automatically from the app for security reasons and to avoid idle users.</p>\n<p>Via the<span>&nbsp;</span><a href=\"https://provisioning.mobileconnectcloud.com/org/idealsystemsccp/info\" rel=\"noopener\">admin console</a>, navigate to the configuration \"<strong>activity reminder (hours)</strong>\" and change the time after which a user will be logged out automatically.<br><br>Note that the minimum time for this configuration is 1hour and the maximum time is 12 hours. By default, it is set to 10 hours.</p>","title":"A5 - How can I change the automatic logout time?"},{"description":"<p>Yes, via the<span>&nbsp;</span><span style=\"text-decoration: underline;\"><a href=\"https://provisioning.mobileconnectcloud.com/org/idealsystemsccp/info\" rel=\"noopener\">admin console</a></span>, navigate to the tab \"<strong>online users</strong>\". This will show an overview of all users that are currently online on Mobile Connect.&nbsp;</p>\n<p>Via this tab, you are also able to logout a specific user.</p>","title":"A6 - Can I see which users are online?"}],"nav_icon":{"icon_field":{"icon_set":"fontawesome-5.14.0","name":"Tools","type":"SOLID","unicode":"f7d9"},"image":{"alt":"shipping-icon","height":40,"loading":"lazy","max_height":512,"max_width":512,"size_type":"exact","src":"https://24189298.fs1.hubspotusercontent-na1.net/hubfs/24189298/shipping-icon.webp","width":40}},"tab_title":"Installation & Setup"},{"content":[{"description":"<p><span>Yes.</span><br><br><span>Mobile Connect acts as an extension to your Amazon Connect desktop instance. Therefore, if recordings are turned on for your organization, interactions via the app will be recorded directly on Amazon Connect. No recordings are stored on our servers.</span></p>","title":"B1 - Can interactions be recorded?"},{"description":"<p><span>The app currently supports the following channels: Voice, Chats, Whatsapp, SMS. Please note that these channels need to be configured on your Amazon Connect instance in order to work on Mobile Connect.</span></p>","title":"B2 - Which interaction channels are available?"},{"description":"<p><span>The app supports the 2 latest version of Android (13 &amp; 14) &amp; iOS (16 &amp; 17).</span></p>","title":"B3 - Which operating systems are supported?"},{"description":"<p><span>Yes.</span><br><br><span>Mobile Connect acts as an extension to your Amazon Connect desktop instance. Therefore, if recordings are turned on for your organization, interactions via the app will be recorded.</span></p>","title":"B4 - Can interactions be recorded?"},{"description":"<p>Yes, Mobile Connect is also available for all Ipads and most Android tablets. Please contact us via <a href=\"mailto:mc.notifications@idealsystems.be\">mc.notifications@idealsystems.be</a> to know if your android tablet is supported.</p>","title":"B5 - Does the app run on a tablet/ipad?"},{"description":"<p><span>Yes. the login mechanism of Mobile Office is identical to that of Genesys Cloud. If you have a SSO login configured on Genesys Cloud, this will also be your default login mechanism for Mobile Office.</span></p>","title":"B6 - Can we use Single Sign On (SSO) to log in?"},{"description":"<p><span>Once logged in, the Mobile Office session is preserved indefinetely, with no input from the user necessary. </span></p>\n<p><span>Mobile Office takes charge of renewing the Genesys PureCloud session before it expires (every 24 hours).<br><br>If you do want to configure automatic logout intervals in your organization, please consult our <span style=\"text-decoration: underline;\"><a href=\"/mobile-office-documentation\" rel=\"noopener\">admin guide</a></span>.</span></p>","title":"B7 - Am I automatically logged out?"},{"description":"<p><span>On average, a WebRTC Audio phonecall consumes 27,3 KB per second.&nbsp;</span></p>","title":"B8. How much data is used for a voice call over WebRTC?"},{"description":"<p><span>To transmit the audio for calls, we support</span></p>\n<ul>\n<li><strong>Remote Phone</strong><br>In this setup, the audio is transmitted as a regular voice call, over the PSTN network, towards your mobile phone number.</li>\n<li><strong>Genesys Cloud WebRTC</strong><br>In this setup, the regular data network is used to transmit the audio, in the same way as the Genesys Cloud CX website transmits audio in the browser.</li>\n</ul>","title":"B9 - Is both WebRTC and PSTN supported?"},{"description":"<p><span>No, you should logout of the website before logging into the app.&nbsp;</span><span></span></p>\n<p><span>Amazon Connect doesn't support multiple windows at the same time. If you have both devices (dektop and phone) open at the same time, the desktop will claim the voice stream by default.</span></p>","title":"B10 - Can I use Amazon Connect Desktop CCP simultaneously with Mobile Connect?"},{"description":"<p><span>Yes, Mobile Connect works on the following type of tablets:</span></p>\n<ul>\n<li><span>iOS : all ipads</span></li>\n<li><span>Android: all tablets with a sim-card slot (can be empty)</span></li>\n</ul>","title":"B11 - Does Mobile Connect work on tablets?"}],"nav_icon":{"icon_field":{"icon_set":"fontawesome-5.14.0","name":"Clipboard List","type":"SOLID","unicode":"f46d"},"image":{"alt":"shipping-icon","height":40,"loading":"lazy","max_height":512,"max_width":512,"size_type":"exact","src":"https://24189298.fs1.hubspotusercontent-na1.net/hubfs/24189298/shipping-icon.webp","width":40}},"tab_title":"Functionalities"},{"content":[{"description":"<p>In case you are not receiving notifications of incoming calls, please make sure that your settings on your phone are not blocking the notifications.<br><br><span><strong>iOS<br></strong></span>To receive incoming calls on your iOS device:</p>\n<ul>\n<li>Turn off airplane mode (<span style=\"text-decoration: underline;\"><a href=\"https://support.apple.com/en-us/HT204234\" rel=\"noopener\">help guide</a></span>)</li>\n<li>Turn off \"Do Not Disturb\" (<span style=\"text-decoration: underline;\"><a href=\"https://support.apple.com/en-us/HT204321\" rel=\"noopener\">help guide</a></span>)</li>\n</ul>\n<p><span><strong>Android</strong></span></p>\n<p><span></span>To receive incoming calls on your android device:</p>\n<ul>\n<li>Turn off airplane mode (<span style=\"text-decoration: underline;\"><a href=\"https://support.google.com/pixelphone/answer/12639358?hl=en#zippy=%2Cturn-airplane-mode-on-or-off\" rel=\"noopener\">help guide</a></span>)</li>\n<li>Turn off \"Do Not Disturb\" (<a href=\"https://support.google.com/android/answer/9069335?hl=en#:~:text=To%20turn%20Do%20Not%20Disturb,limit%20interruptions%20with%20Google%20Assistant\" rel=\"noopener\"><span style=\"text-decoration: underline;\">help guide</span>)</a></li>\n</ul>","title":"C1 - Why am I not receiving call notifications?"},{"description":"<p><span>Amazon Connect doesn't support multiple windows at the same time, so you can't be logged in with the app &amp; the website at the same time.</span></p>\n<p><span>You should logout of the website before logging into the app.</span></p>","title":"C2 - Why can't I accept voice interactions while also using CCP in the browser?"},{"description":"<p><span>If the error message looks like:</span><span>&nbsp;</span><i>A problem occurred while getting agent information, check security profile.<br></i><br><span>Then you'll need to add the following&nbsp;</span><strong>view permission</strong><span>&nbsp;to the</span><span>&nbsp;</span><strong>Users and permissions</strong><span>&nbsp;in&nbsp;</span><strong>Amazon Connect</strong></p>","title":"C3 - Why do I get error message \"A problem occurred while getting agent information, check security profile.\"?"},{"description":"<p><span>If the error message looks like:</span><span>&nbsp;</span><i>User xxx is not allowed to perform: ContactSearch.View</i><br><span>Then you'll need to add the following&nbsp;</span><strong>view permissions</strong><span>&nbsp;to the</span><span>&nbsp;</span><strong>Agent profile</strong><span>&nbsp;in&nbsp;</span><strong>Amazon Connect</strong></p>\n<ul>\n<li>Contact search</li>\n<li>Search contacts by keywords</li>\n<li>Contact attributes</li>\n</ul>\n<p>Navigate to Security profiles -&gt; agent -&gt; Analytics and Optimization to find this setting in Amazon Connect.</p>","title":"C4 - I'm not able to search my local contacts?"},{"description":"<p>In case you would get the error message \"your browser message upon login:</p>\n<p>1) click the logout button on the top right<br>2) close and reopen the app<br>3) login again</p>\n<p>If the issue persists, please contact us via mc.notifications@idealsystems.be.</p>","title":"C5 - Who do I get the error message \"Your browser is not supported\" at login?"}],"nav_icon":{"icon_field":{"icon_set":"fontawesome-5.14.0","name":"Question Circle","type":"SOLID","unicode":"f059"},"image":{"alt":"shipping-icon","height":40,"loading":"lazy","max_height":512,"max_width":512,"size_type":"exact","src":"https://24189298.fs1.hubspotusercontent-na1.net/hubfs/24189298/shipping-icon.webp","width":40}},"tab_title":"Troubleshooting"},{"content":[{"description":"<p>Yes, email support with responses within 5 days is included in the pricing.&nbsp;<br><br>If you have support questions, please reach out to <a href=\"mailto:mc.notifications@idealsystems.be\" rel=\"noopener\">mc.notifications@idealsystems.be</a> and our support team will get back to you.</p>","title":"D1 - Is support included in the pricing?"},{"description":"<p>If you have support questions, please reach out to <a href=\"mailto:mc.notifications@idealsystems.be\" rel=\"noopener\">mc.notifications@idealsystems.be</a> and our support team will get back to you.</p>","title":"D2 - How do I contact support?"}],"nav_icon":{"icon_field":{"icon_set":"fontawesome-5.14.0","name":"Hand Holding Heart","type":"SOLID","unicode":"f4be"},"image":{"alt":"shipping-icon","height":40,"loading":"lazy","max_height":512,"max_width":512,"size_type":"exact","src":"https://24189298.fs1.hubspotusercontent-na1.net/hubfs/24189298/shipping-icon.webp","width":40}},"tab_title":"Support"}]

Frequently Asked Questions

Have question? We are here to help

FAQ MC
Installation & Setup Functionalities Troubleshooting Support
A1 - How do I activate Mobile Connect?

Your administrator should create an organization via AWS Marketplace first, afterwards they can create an account for you. We refer to our installation guide for detailed instructions about the setup.

In the app you'll need to enter name of the organization provisioned by the administrator before you can login with your user credentials.

A2 - Where can I find the apps in the app store?
A3 - How can I access to the admin console?

The admin console can be accessed via the following link: 

https://provisioning.mobileconnectcloud.com

You can login with your organisation name (not your email address), the same you use to login to the mobile app and the admin password you have set during the setup procedure.

A4 - Can I have multiple Mobile Connect organisations on my AWS account?

Due to metering/billing restrictions, it is only possible to have one Mobile Connect organisation per AWS account. 

If you have a multiple-account setup, you can of course also setup multiple Mobile Connect organisations. In this case, each AWS account will be billed separately based on the usage on that account.

However, it is not possible to setup multiple Mobile Connect organisations within the same AWS account.

A5 - How can I change the automatic logout time?

After a certain amount of time, users will be logged out automatically from the app for security reasons and to avoid idle users.

Via the admin console, navigate to the configuration "activity reminder (hours)" and change the time after which a user will be logged out automatically.

Note that the minimum time for this configuration is 1hour and the maximum time is 12 hours. By default, it is set to 10 hours.

A6 - Can I see which users are online?

Yes, via the admin console, navigate to the tab "online users". This will show an overview of all users that are currently online on Mobile Connect. 

Via this tab, you are also able to logout a specific user.

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B1 - Can interactions be recorded?

Yes.

Mobile Connect acts as an extension to your Amazon Connect desktop instance. Therefore, if recordings are turned on for your organization, interactions via the app will be recorded directly on Amazon Connect. No recordings are stored on our servers.

B2 - Which interaction channels are available?

The app currently supports the following channels: Voice, Chats, Whatsapp, SMS. Please note that these channels need to be configured on your Amazon Connect instance in order to work on Mobile Connect.

B3 - Which operating systems are supported?

The app supports the 2 latest version of Android (13 & 14) & iOS (16 & 17).

B4 - Can interactions be recorded?

Yes.

Mobile Connect acts as an extension to your Amazon Connect desktop instance. Therefore, if recordings are turned on for your organization, interactions via the app will be recorded.

B5 - Does the app run on a tablet/ipad?

Yes, Mobile Connect is also available for all Ipads and most Android tablets. Please contact us via mc.notifications@idealsystems.be to know if your android tablet is supported.

B6 - Can we use Single Sign On (SSO) to log in?

Yes. the login mechanism of Mobile Office is identical to that of Genesys Cloud. If you have a SSO login configured on Genesys Cloud, this will also be your default login mechanism for Mobile Office.

B7 - Am I automatically logged out?

Once logged in, the Mobile Office session is preserved indefinetely, with no input from the user necessary.

Mobile Office takes charge of renewing the Genesys PureCloud session before it expires (every 24 hours).

If you do want to configure automatic logout intervals in your organization, please consult our admin guide.

B8. How much data is used for a voice call over WebRTC?

On average, a WebRTC Audio phonecall consumes 27,3 KB per second. 

B9 - Is both WebRTC and PSTN supported?

To transmit the audio for calls, we support

  • Remote Phone
    In this setup, the audio is transmitted as a regular voice call, over the PSTN network, towards your mobile phone number.
  • Genesys Cloud WebRTC
    In this setup, the regular data network is used to transmit the audio, in the same way as the Genesys Cloud CX website transmits audio in the browser.
B10 - Can I use Amazon Connect Desktop CCP simultaneously with Mobile Connect?

No, you should logout of the website before logging into the app. 

Amazon Connect doesn't support multiple windows at the same time. If you have both devices (dektop and phone) open at the same time, the desktop will claim the voice stream by default.

B11 - Does Mobile Connect work on tablets?

Yes, Mobile Connect works on the following type of tablets:

  • iOS : all ipads
  • Android: all tablets with a sim-card slot (can be empty)
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C1 - Why am I not receiving call notifications?

In case you are not receiving notifications of incoming calls, please make sure that your settings on your phone are not blocking the notifications.

iOS
To receive incoming calls on your iOS device:

Android

To receive incoming calls on your android device:

C2 - Why can't I accept voice interactions while also using CCP in the browser?

Amazon Connect doesn't support multiple windows at the same time, so you can't be logged in with the app & the website at the same time.

You should logout of the website before logging into the app.

C3 - Why do I get error message "A problem occurred while getting agent information, check security profile."?

If the error message looks like: A problem occurred while getting agent information, check security profile.

Then you'll need to add the following view permission to the Users and permissions in Amazon Connect

C4 - I'm not able to search my local contacts?

If the error message looks like: User xxx is not allowed to perform: ContactSearch.View
Then you'll need to add the following view permissions to the Agent profile in Amazon Connect

  • Contact search
  • Search contacts by keywords
  • Contact attributes

Navigate to Security profiles -> agent -> Analytics and Optimization to find this setting in Amazon Connect.

C5 - Who do I get the error message "Your browser is not supported" at login?

In case you would get the error message "your browser message upon login:

1) click the logout button on the top right
2) close and reopen the app
3) login again

If the issue persists, please contact us via mc.notifications@idealsystems.be.

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D1 - Is support included in the pricing?

Yes, email support with responses within 5 days is included in the pricing. 

If you have support questions, please reach out to mc.notifications@idealsystems.be and our support team will get back to you.

D2 - How do I contact support?

If you have support questions, please reach out to mc.notifications@idealsystems.be and our support team will get back to you.

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If your questions were not answered by our FAQ, please reach out to mosupport@idealsystems.be and our support team will get back to you.