FAQ: If I use a remote phone, do I receive calls if Collaborate is backgrounded?


Genesys Cloud sends your incoming calls to voicemail if your status is anything other than Available.

If you use Collaborate for iOS or Android as your only Genesys Cloud client, and your status is not Available, your incoming calls go to voicemail. 

Note: When Collaborate is backgrounded and you are not active on any other client, Genesys Cloud reads your status as offline.

For more information about Genesys Cloud statuses, see Presence, status, and activity indicators overview and FAQ: Why do my calls get sent to voicemail when I am in certain statuses?