FAQs: Communicate for iOS

What is the difference between Genesys Collaborate for iOS and Genesys Communicate for iOS?

Collaborate is a chat application that allows you to collaborate with your business colleagues, and Communicate is a telephone application that allows you to call your colleagues, partners, and customers from virtually anywhere.

Can I add another person to an existing call?

Yes. To add another person to an existing call, follow these steps:

  1. While in an active call, tap Expand .
  2. Tap Add Participant.
  3. Do one of the following:
    • To use the numeric keypad to dial a number, at the top of the screen, tap Keypad. Enter the number, and tap Call. When the contact answers, they join your current call.
    • To search for a contact, tap Contacts. Search for the contact. Tap the contact when they appear, and tap Call. When the contact answers, they join your current call.
    • To select a participant from your contact list, tap Pick from Device Contacts. Tap the contact. When the contact answers, they join your current call.
    • To cancel, tap Cancel.

Can I place a conference call on hold?

Yes. To place the conference call on hold, tap Hold .

Can I place a conference participant on hold?

Yes, To place a conference participant on hold, beside the participant’s name, tap More . From the Call Control options, tap Confine .

Can I remove a participant from a conference call?

Yes. To remove a participant from a conference call, beside the participant’s name, tap Disconnect .

Can I leave a conference call?

Yes. To leave a conference call, tap Disconnect .

Can I use the Communicate mobile app with the Genesys embedded clients?

No. Genesys does not support Communicate with any of the Genesys embedded clients, including Genesys Cloud for Salesforce and others.

Can I search for and call Genesys Cloud External Contacts with Communicate for iOS?

Yes, you can use Communicate for iOS to search for and call your organization’s External Contacts.

Why do I only see five results when I search my contacts?

To avoid an overwhelming number of results, Communicate for iOS truncates search results to five. To see all matching results, tap See All.

When I make an outbound call with Communicate for iOS, what number does the recipient see?

The recipient sees your Genesys Cloud phone number instead of the mobile device number.

Can I receive contact center interactions with Communicate for iOS?

No. Communicate for Android and Communicate for iOS are mobile apps for Genesys Cloud business users. You cannot use Communicate ACD calls or IVR calls that route interactions to agents as an ACD call.

What does it mean to place calls with another app? If I want to place calls with Communicate, should I enable that option in the phone settings for the desktop or web app?

This option allows you to make calls with third-party-applications. Communicate is not a third-party app. Do not enable this option for use with Communicate.

If I delete a group voicemail, do I delete it for everyone in the group?

Yes. When you delete a group voicemail, you immediately delete it from the group voicemail box. You cannot restore a deleted voicemail.

How can I check my voicemail messages with Communicate for iOS?

  1. Tap Inbox .
  2. Tap Voicemail.
  3. Tap the voicemail message that you want to hear.
    Note: The list of voicemail messages includes both your personal and your group voicemail messages.

How can I add notes to a voicemail message in Communicate for iOS?

To add a note, in the voicemail’s Notes section, tap Add . Type your note, then tap Save.

Tip: To insert multiple lines or to differentiate between multiple notes, tap return.

To delete a note, tap at the end of the note and then use the backspace key to delete each character of the note.

Note: If you add a note to a group voicemail message, then everyone in the group sees it. Similarly, if you delete a note from a group voicemail message, then no one in the group sees it.

Where can I download Communicate for iOS?

You can download Collaborate for iOS from the Apple App Store. Search for Genesys Cloud Collaborate.

How can I check for available updates for Communicate for iOS?

To check your version of Communicate for iOS, tap your profile picture and then Settings.

Compare the version to the one available from the App Store. If an update is available, tap UPDATE.

What happens if I sign in to both Collaborate and Communicate and then sign out of one?

When you log out of either Collaborate or Communicate for iOS, Genesys Cloud logs you out of the other application as well.

How do I log out of Communicate for iOS?

To log out of Communicate for iOS, tap your profile picture. In Settings, tap Logout.

Why do I get a session expired message?

Sessions are not permanent and they expire for security reasons. When you receive the message, log back in to the app.

The default session timeframe for an authenticated user on the mobile apps is 30 days. You cannot customize this value.

Notes:
  • If your organization uses Automatic Inactivity Timeout, Collaborate logs you out after the set period of inactivity, superseding the default timeout.
  • If your organization is HIPAA complaint, Collaborate logs you off after 15 minutes, even if your admin does not set the inactivity timeout. Even if your admin sets the inactivity timeout, the maximum amount can be no more than 15 minutes.

How do I configure an MDM (mobile device management) browser authentication?

Communicate for iOS supports MDM with the following browsers. In your MDM, add a definedBrowserScheme key with a scheme value listed in the following table. 

Browser Scheme
Google Chrome googlechromes
Microsoft Edge microsoft-edge-https
WorkspaceOne awbfs

What are the requirements for Communicate for iOS?

To use Communicate for iOS, you must have the following:

  • A WebRTC phone, assigned as your default phone

And the following permissions:

  • Conversation > Call > Add (to add a call)
  • Conversation > Call > Record (to record a call)
  • Conversation > Call Forwarding > Edit (to configure automatic call forwarding)
  • Conversation > Conference > Add (to create an ad hoc conference)
  • Conversation > One Number Fax > Receive (to enable one number fax)
  • Mobile > Communicate > View (to access the Communicate mobile apps)
  • Pushnotification > Registration > All (to create, view, and delete a registration)
  • Voicemail > Voicemail > Receive (to receive voicemail)

How can an admin deny a user access to the Communicate mobile app?

To prevent a user's access to the Collaborate mobile app, remove the Mobile > Communicate > View permission.

Does Communicate for iOS support FedRAMP compliance?

The Genesys Cloud mobile apps do not currently support FedRAMP compliance.

Can I silence the ringer for Communicate for iOS?

Yes. When you silence your iPhone, you also silence the Communicate for iOS ringer.

Why does my phone stop ringing while my desktop or web app continue to ring?

The call timeout for Communicate is 30 seconds. If your admin sets timeout seconds longer than 30 seconds, your web or desktop app continues to ring for the designated amount of time.

Can I set my Genesys Cloud presence with Communicate?

No. You cannot set your presence in Communicate.

With Communicate for iOS, what do I receive notifications for and how?

Communicate notifies you of incoming and missed calls.

Can I set my Genesys Cloud presence with Communicate?

No. You cannot set your presence in Communicate.

How do I change my ringtone?

  1. To go to Settings, tap your profile picture.
  2. Then, beside Ringtone, tap Default Ringtone .
  3. To hear a sample and to select a ringtone, from the list, tap a ringtone.