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AurionAI

Call IT support from the mobile app

4 min readBy Emmanuel Yazbeck

Who this is for: employees of organizations that use AurionAI for IT support. Customers use the phone, the web chat or the Help Center.

From the app, you can talk to the IT support assistant without dialing a number. The call goes over the internet and uses your phone's microphone.

Prerequisites

  • You are signed in to the app. Read Sign in to the mobile app.
  • Your organization offers voice calls in the app. If the Home screen shows no call button, your organization does not offer calls in the app. Use the other ways that it offers.
  • An internet connection.
  • Permission for the app to use your microphone. Your phone asks the first time that you call.

Start a call

  1. Open the Home screen.

  2. Select the large phone button. The text under it is set by your organization, for example "Call IT Support".

    [Screenshot to come: The home screen of the mobile app with the call button and the list of recent tickets]

  3. If your phone asks whether the app can use your microphone, allow it.

  4. Wait while the screen shows Connecting.... When it shows Connected, a timer starts.

  5. Listen to the assistant and say what you need.

[Screenshot to come: The call screen of the mobile app during a connected call, with the microphone and end call buttons]

Who you are

You signed in to the app, so the assistant already knows who you are. It does not ask for your badge number at the start of the call. If it asks you to confirm who you are for a request, answer as on the phone: read Prove who you are by phone (employees). The app has no keypad: say your details aloud.

The assistant can help in the same ways as on the support line, depending on what your organization allows: read Call the support line.

During the call

  • To stop the assistant from hearing you, select the microphone button. Screen readers call it Mute microphone. Select it again to talk; while you are muted, screen readers call it Unmute microphone.
  • To end the call, select the red button. Screen readers call it End call.

While the call is active, your phone's back button does not leave the call screen. End the call first.

After the call

The screen shows Call ended and the length of the call, then goes back to the Home screen.

If the assistant created or updated a ticket for you, it appears under Recent tickets and on the Tickets screen. Read See and answer your tickets in the mobile app.

To see your earlier calls:

  1. Open the Settings screen.
  2. Select Past conversations. Each call shows its date and length.
  3. Select a call to see a short summary of it.
  4. If the call created a ticket, the call shows a Ticket badge. Select it to open the ticket.

Result

You talked to the IT support assistant from your phone, and your earlier calls stay in the list of past conversations.

If something goes wrong

  • The call button is dimmed and the text under it says that voice calls need an internet connection. Your phone is offline. Connect to Wi-Fi or mobile data, then try again.
  • The assistant cannot hear you. Check that the microphone button is not muted. If you did not allow the microphone, allow it for the AurionAI Support app in your phone's settings, then call again.
  • The screen shows Call ended right after you start the call. The call could not start. Your organization may not be able to take calls at the moment. Try again later, or use another way to get help: call the support number that your organization provided, or use its web chat or Help Center.
  • The call stops in the middle. Your connection may have dropped. Start a new call. If you were in the middle of a request, tell the assistant what you already did.

Still stuck? Submit a request or .