Every expert, instantly reachable. Without leaking a single mobile number.
Route callers to mobile employees and partners like they’re agents—masked DID, on-prem recording, presence-aware routing. More first-call resolutions, fewer escalations.
Record Mobile Business Calls
Record mobile calls on your network for compliance and service quality.
Protect Mobile Numbers
Display company DIDs on the outgoing calls. Route callbacks to Avaya queues for better customer call handling.
Runs On Your Network
Mobile softphone users are part of the skill and can receive calls from Avaya ACD queues once they set their state as “Available”.
Why Leaders Prefer Avaya Mobile Agent Softphone
Better Data Privacy
On-Premises Solution to record mobile calls
Access to Entire Organisation
Employees, partners, regional sales and field teams
Expand to Partner Network
Bring partners into customer journeys securely
Single Sign-On
Microsoft, Okta, Google and other SSO providers
CRM Integration
Make and receive calls from CRM contacts and access CRM tasks
Better Messaging
SMS, Webchat and WhatsApp support
Tablet or Smart Phone
Comstice Mobility Solution can be used from
or a . Download Mobile Agent User Guide
Why Avaya Mobile Agent Softphone App
Customer-Facing Employees and Partners
Employees and partners can call and accept calls from the customers using Comstice Mobile Agent app and receive calls by using company's DID phone number.
Re-Route Mobile Calls
If the mobile user is set to "Not Available", Avaya ACD will route the call to a team member or a backoffice staff to avoid missed calls and voicemails.
Record Mobile Business Calls
All the mobile business calls can be recorded for compliance and training, calls can be reported in detail and itemised bills can be generated per department.
Protect Mobile Number
Avaya Mobile Agent app for Avaya AES includes WebRTC-based softphone. Mobile users can make and receive calls over data.
Industries
Finance
Distribute customer enquiries to nearest branch, insurance broker
or a loan expert. Could be used by your employees as well as resellers without any IT
investment.
Learn more
Healthcare
Medical staff and on-call teams can receive patient calls without sharing mobile number.
Calls go through mobile phone line for better audio quality. Call center reporting and
compliance recording.
Learn more
Hospitality
Customer needs to interact with various roles in hospitality. Comstice
Mobility solution can help customer to interact shuttle drivers, room service, reception,
airline crew whenever they are available.
Learn more
Built-in WebRTC Softphone
Comstice Mobile Agent app includes built-in WebRTC Phone. It communicates with Comstice WebRTC Gateway hosted in customer's network. Comstice WebRTC Gateway is connected to Avaya Session Manager via a SIP Trunk. Transcoding is done between WebRTC codec OPUS and Session Manager codecs such as G.711 or G.723.Learn more
Additional Features
Handling SMS, Webchat and WhatsApp
If integrated with the Comstice Unified Messaging platform, Comstice Mobile Agent app can be used to send and receive SMS, Webchat, and WhatsApp messages.
Set Not Available to Route the Calls to Others
Mobile users can set their state as "Not Available" to avoid receiving calls. Calls will be routed to another team member or a backoffice staff to avoid missed calls and voicemails.
Integrated with CRM
Mobile users can get screen-pop with customer's details and search for the contact in the CRM and call from the app.
Download Data Sheet for
Features, Architecture, and Project Plan
Get all the details about Comstice Mobile Agent Softphone app solution for Avaya, including features, comparison with the alternatives, architecture, server specifications and the sample project plan.
Download Data Sheet-
No need for Mobile VPN
No need for specialist firewall
Avaya AES Basic TSAPI license required for agents
Receive customer calls from your mobile phone line
No Voice over IP related call quality issues
Stay logged in as an Avaya contact center agent even when mobile internet is lost.
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Enter vehicle ID for location-based monitoring (optional)
Retrieve your license by entering your company code
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Enter the mobile number which the call will be retrieved.
Company code will retrieve your settings.
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Login using single sign-on
You can use any third party phone.
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Monitor team member states and queue information
Make calls (you will actually receive a call from Avaya CM and Session Manager), slide to change the state or access other features from the menu
Agent can pull down the screen to update the data
Comstice Mobile Agent app is an Avaya AES client therefore calls use Avaya CM dial plan i.e. agents can make a call to extensions.
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Agent can select Not Ready or logout reason codes where applicable
Agents can select wrap-up codes after the call
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Agent can access to the previous call details including call variables from the call logs inside the app
Call variables can be listed
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Comstice Mobile Agent app offers a seamless CRM integration without any development required
Built-in browser helps to access customer CRM data during or after the call has ended.
CRM page can screen-pop when the call arrives
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Agent can access Avaya Corporate Directory contacts and third party Phone Books
Personal Contacts as speed dials
Company's CUCM dial plan is used
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Built-in barcode reader and a signature pad
Barcode and signature information can be uploaded into CRM
Comstice Barcode and Signature Service is part of the Mobility Server
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Locate caller's geo-location using Map feature
Find the directions to the customer using your preferred Map app.
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Monitor the states and reason codes of the other team members
Supervisors can change the states of other agents or log them out using this app.
Frequently Asked Questions
How is Comstice Mobile App is licensed?
Comstice Mobile App is licensed per named agent. Using the company code provided agents can retrieve their company information from Comstice Licensing Server
If there is an active call on the mobile phone?
If there is an active call and agent is in ready state, Avaya AES will send the customer call to the agent's VoIP Phone or mobile phone line. Agent can decide to answer or ignore. If ignored, the call will be taken back to the queue after answer timeout and sent to another agent.
Where is Comstice Licensing Server?
Comstice Licensing Servers are spread around the world with geo-redundancy in mind.They can also be hosted locally on your network.
How does the rollout work?
Once you configure your Avaya Session Manager and AES, agents can retrieve their licenses by entering the company code provided into the app settings. Then either using a Mobile VPN or NAT over the firewall, they can access and login to Avaya AES. They can go to Ready state and start taking customer calls.
Can this app be used with normal phones and Avaya IP Phones?
Yes. Analogue phones or Avaya IP Phones can be used. You do not need to use your mobile phone line.
Is there is Voice over IP?
Yes, WebRTC is a form of Voice over IP. The app itself a VoIP app.
Can agent lock the phone screen and carry it in her pocket? Does the app need to be active all the time?
App can work in the background and agent can stay logged on even when the phone is locked.
Can agent disable location monitoring? Is it mandatory?
Location monitoring is not mandatory and agent can always disable location monitoring from the mobile device. Location monitoring only occurs when the agent is logged in and it is disabled by default. Depending on the requirements, it can be enabled per team.
Does this app have IPad/Tablet support?
Yes. You can run the app from IPad or an Android tablet. In that case, you can use the built-in WebRTC Softphone or a third party phone.
Can I try the app without any license or server?
Yes. You can download the app and run it in demo mode by tapping on the "Demo Mode" button at the login page. Also you can create a 30-day trial license for the full feature set.
Is it possible to record voice conversations?
Yes. Existing voice recording platforms can be used to record mobile agent calls.