Using SNAPmobile Android
Written by Client Support | Last published at: October 31, 2024
SNAPmobile Android is a softphone with portal capabilities including a SIP softphone, contact management, answering rule management, extension dialing, visual voicemail, presence, and call recording.
This article is a comprehensive guide to logging into SNAPmobile Android for the first time and utilizing its features.
Logging into the App
1. Using an Android device, tap on the Play Store and search for "SNAPmobile". Tap Install to start installing the app.
2. Users are prompted for a HOST/ID the first time the app is opened, or anytime the user logs out. (This can be bypassed or preconfigured, and is always preconfigured for branded or white-label apps that bear a different name.)
Type in the server's hostname or ID (CXDOVIP). Tap OK to continue.
3. Next, type in the user's login name and their password. These are the same credentials that access the portal via web.
SSO (Single Sign On)
Explore this folder to configure SSO options for your mobile app: SNAPmobile App Library > SSO Folder
App Permissions
The Android app requests the following permissions to ensure the app is fully functional:
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User's Device Settings
If a permission is not granted, it can be altered later within the device settings. Depending on the device, the screen may not look like the example below, but there should be a list of installed apps and "settings" for those apps. Toggle the permissions on and off as needed.
Notifications allow incoming phone calls and SMS messages to display on the device (while the app is running). To configure phone call Push notifications when the app is not running, read "Configure Push Notifications for SNAPmobile Android & iOS".
Lock Screen Appearance (found under the device's notification settings) enables privacy when needed. If message previews are turned off ("hide content"), then the device will display a notification from the name of the app, and nothing more. If message previews are turned on ("show content"), the app will send a notification that includes the beginning of the message.
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Contacts Screen
The Contacts screen is the default home screen on the SNAPmobile Android app. Users can dial internal extensions and external phone numbers here. When a new contact is added in the app, it will sync with the portal immediately (may require a web refresh).
Place and Receive a Call
Place a call on almost any screen in the app by selecting a contact or manually typing in the number via the dial pad.
When the app is running, incoming calls display as a notification at the top of the device's screen. To enable push notifications (when the app is not running), follow the procedure in this article, "Configure Push Notifications for SNAPmobile Android & iOS".
Tap on the green phone icon to answer the call and tap on the red reject button to decline the call.
While actively in a call, there are the standard functions (speaker, mute, hold, end call) and additional SNAPsolution features (record the call, transfer, add a call, switch phones).
Voicemail Screen
The Voicemail screen syncs with the portal and displays all available voicemails. Filter by new, saved, or trash.
Chat and SMS
The Chat and SMS screen displays all available SMS conversations. Tap on a conversation to view more information. Chats are organized chronologically; the latest reply moves the entire conversation to the top of the list.
Call History
The Call History screen displays the user's inbound, outbound, and missed call history.
My Queues
Users with Call Center access have an additional option in SNAPmobile called "Call Center". This tab lists the agent's assigned queues (including how many callers are waiting) and displays Call Center stats.
| UI Config | Default Value | Description |
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MOBILE_IOS_CALL_CENTER_ENABLED |
no |
Enable Call Center in SNAPmobile IOS for relevant user scopes. |
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MOBILE_ANDROID_CALL_CENTER_ENABLED |
no |
Enable Call Center in SNAPmobile Android for relevant user scopes. |
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MOBILE_SHOW_CALL_CENTER_AGENT |
no |
This config shows the Call Center tab for more than the 2 original user scopes when used in conjunction with MOBILE_IOS_CALL_CENTER_ENABLED or MOBILE_ANDROID_CALL_CENTER_ENABLED. |
Agents also have the ability to login and logout of their assigned queues within the SNAPmobile iOS and Android apps, similar to the Portal Contact Center and in WebPhone.
| IOS 3.5.2 (9/7/2023) | IOS-1196 | Enabled granular login and logout for queues. |
| SMA 3.5.2 (7/6/2023) | SMA-1911 | Allowed granular queue login/logout for Call Center Agents and Supervisors. |
More Screen
The More screen (3 horizontal lines) includes profile settings, answering rules, greetings, settings, the app's "about" information, and the log out button.
Please note the following options available under Settings:
1. A Mobile Number can be entered here. If so, then select whether the Default Calling Method should use SNAPmobile (use the SIP softphone), use the mobile phone (best for areas with poor data connectivity), or to be asked every time a number is dialed.
Gravatar
To learn more about using Gravatar for a profile image, read "Can I Use A Gravatar With My NetSapiens Platform?".
Known Issues
1. Geo-redundancy is not enabled.
Further Reading
1. Read "SNAPmobile iOS & Android Manual" for a navigation guide through the SNAPmobile help articles.
2. "Configure Push Notifications for SNAPmobile Android & iOS"