As an Aircall user, it’s essential to understand how your agent's device usage can impact their call performance. While having multiple devices can offer flexibility, it's crucial to manage these sessions effectively to ensure seamless communication and avoid potential issues.
Note on using multiple devices
It is important to keep in mind that having an open Aircall session on a computer (desktop app) and on a mobile phone (mobile app) at the same time won’t cause any issue, but when an agent has open sessions on multiple of the same kind of device (e.g. two or more computers or two or more mobile phones), it can interfere with call routing. This is because the system might struggle to determine the correct device to receive incoming calls. This can lead to missed calls, delayed responses, and a less-than-optimal customer experience.
Recommendations on using multiple devices
To prevent issues and ensure optimal call performance, we recommend that agents:
- Use a single device per agent - This is the most reliable way to avoid routing conflicts and ensure consistent call handling
- Log out of the Aircall app when not in use - If an agent needs to use multiple devices, they should ensure they are logged out of the app on unused devices to prevent conflicts
By following these guidelines, agents can optimize their call performance and provide a better customer experience. By maintaining single device sessions and logging out when necessary, agents can ensure that incoming calls are routed correctly and efficiently.