FAQs: Communicate for Android

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

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)
  • Pushnotification > Registration > All (to create, view, and delete a registration)
  • Voicemail > Voicemail > Receive (to receive voicemail)

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 receive contact center interactions with Communicate for Android?

No. Communicate for Android is a mobile app for Genesys Cloud business users.

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

To check the version of Communicate for Android that you have, do the following:

Tap Menu and select Help.

Compare the version to the one available from the Google Play Store. If an update is available, 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 you out of the other as well.

Can I set my Genesys Cloud presence with Communicate?

No. You cannot set your presence in Communicate; however, if you are not logged in with any other Genesys Cloud app, you appear as Available while Communicate is active. If you switch to another app or you lock your device, you appear to be logged off.

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

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

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.

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

Communicate for Android notifies you of incoming calls.

How do I log out of Communicate for Android?

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

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 truncates search results to five. To see all matching results, tap See All.

What does it mean to place calls with another app? Should I enable that option in Phone Settings for the desktop or web app if I want to place calls with Communicate?

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.

Why do I get a Session Expired message?

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