FAQs: Communicate for Android

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

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 Android?

Yes, you can use Communicate for Android 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 Android displays the first five search results. To see all matching results, tap See All.

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

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

Can I receive contact center interactions with Communicate for Android?

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 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.

How can I add notes to a voicemail message in Collaborate for Android?

To use Collaborate for Android to add a note, in the Notes section, tap Add. Then, type your note. Tap Save.

Tip: To insert multiple lines or to distinguish 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. Likewise, if you delete a note from a group voicemail message, then no one in the group sees it.

How can I check my voicemail messages with Collaborate for Android?

To use Collaborate for Android to check voicemail messages, follow these steps:

  1. Tap Menu and select Calls.
  2. Tap Voicemail.
  3. Tap the voicemail message that you want to hear.

Note: The list of voicemail messages includes both your personal and group voicemail messages.

Where can I download Collaborate for Android?

You can download Collaborate for Android from the Google Play store. Search for Genesys Cloud Collaborate.

For more information about the Genesys Cloud desktop app, see the Genesys Cloud Resource Center.

How can I check for available updates for Collaborate for Android?

To check your version of Collaborate for Android, do the following:

  1. Tap Menu and select Help. If an update is available, an upgrade link appears.
  2. To go to the Google store and install the new version, tap An upgrade is available! Download now.

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

When you sign out of either Collaborate or Communicate for Android, Genesys Cloud signs out of the other application as well.

How do I log in to Communicate for Android?

To log in to Communicate for Android, follow these steps:

  1. From the Regions list, select your organization’s region.
  2. Tap Choose.
    Note: If you have more than one browser installed, Communicate may ask you to select the browser you want to use.
  3. Enter your email address and password, and tap Log In. Alternatively, if your administrator enables single sign-on (SSO), click More Login Options, enter your organization name, and authenticate with the identity provider, for example, OneLogin. 

How do I log out of Communicate for Android?

To log out of Communicate for Android, tap Menu and then Logout.

Notes:
  • If your organization uses email address and password authentication, your browser may briefly load to log you out of Genesys Cloud.
  • If your organization uses SSO authentication, your browser may briefly load to log you out and remove your existing access token for Genesys Cloud. However, your SSO provider authentication remains, which prevents the need to supply your credentials the next time you open Genesys Cloud. To disable this authentication completely, log out of your SSO provider in your selected browser.

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.

What are the requirements for Communicate for Android?

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

  • A WebRTC phone, assigned as your default phone
  • A browser that supports Chrome Custom Tabs

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 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 Collaborate mobile app?

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

Does Communicate for Android support FedRAMP compliance?

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

Can I silence the ringer for Communicate for Android?

Yes. Incoming calls for Communicate appear as notifications. To silence the ringer, consult the notification documentation for your device.

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 Android, what do I receive notifications for and how?

Communicate notifies you of incoming calls, missed calls, and voicemails.

Note: You do not receive notifications for voicemails delivered to a group mailbox.

How do I change my ringtone for Communicate for Android?

Genesys provides a default ringtone sound for Android Communicate. However, you can control the sounds that you assign to your app’s notification channels and can customize the sounds.

To set the notification sound for Android Communicate, follow these steps:

  1. Open the Android Settings app and tap Apps.
  2. Select Communicate and tap Notifications.
  3. Tap Genesys Cloud Communicate Incoming Call Notifications. If needed, tap Notification categories.
  4. Tap Sound.
  5. Select the sound that you want.
    Note: Device makers can change these instructions without notice. When in doubt, refer to your device’s instructions.

Where can I get the official Genesys Cloud Communicate ringtones?

Download the Genesys Cloud Communicate ringtones.