Can I silence the ringer for Associate for iOS?

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

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

The call timeout for Associate 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 Associate?

Yes. To set your presence with Associate, with the required permissions, tap your avatar and, from the list, enable the appropriate status. 

To enable Genesys Cloud to persist your presence among desktop, web, and mobile clients, tap your avatar and enable Remember Status. 

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

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

Can I set my Genesys Cloud presence with Associate?

Yes. To set your presence with Associate, with the required permissions, tap your avatar and, from the list, enable the appropriate status. 

To enable Genesys Cloud to persist your presence among desktop, web, and mobile clients, tap your avatar and enable Remember Status. 

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.

What are the requirements for Associate for iOS?

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

• A WebRTC phone, assigned as your default phone

And the following permissions:

• To add a call: Conversation > Call – Add 
• To record a call: Conversation > Call – Record
• To configure automatic call forwarding: Conversation > Call Forwarding – Edit 
• To create an ad hoc conference: Conversation > Conference – Add 
• To enable one number fax: Conversation > One Number Fax – Receive 
• To access the ASsociate mobile apps: Mobile > Communicate – View 
• To receive voicemail: Voicemail > Voicemail – Receive 
• To remember your presence: Apps > Connections – View
• To remember your presence: Apps > Connections – Add
• To remember your presence: Apps > Connections – Delete
• To receive ACD voice calls on mobile devices: MobileAssociate > ACD – Receive
• To add ACW on mobile devices: MobileAssociate > Wrapup – Add
• To add ACW on mobile devices: MobileAssociate > Wrapup – View
• To create, view, and delete a registration, All permissions under:
  • Pushnotification > Registration

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

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

Does Associate for iOS support FedRAMP compliance?

Yes, the Genesys Cloud mobile apps support FedRAMP compliance.[/bs_citem]

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

Genesys mobile app logins are unaware of one another.

How do I log out of Associate for iOS?

To log out of Associate 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.

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

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

Can I receive contact center interactions with Associate for iOS?

Yes. With the latest version of Associate, you can receive the following kinds of ACD interactions:

• Transferred ACD calls
  You receive notification no matter what presence you select.
• Directly routed ACD calls
  You receive notification if you are in the Available presence.
• ACD calls while on-queue
  You receive notification if you are in the On-queue presence.

When you device is unlocked, to accept an ACD interaction, on the notification, tap Answer. To decline an interaction, tap Decline. If your device is locked, to accept the interaction, swipe up; to decline, swipe down.

When an ACD interaction ends, Associate displays After Call Work (ACW). To complete ACW, follow these steps:

1. From the Wrap-up Code list, tap the appropriate code.
2. (Optionally) Enter any notes for the call.
3. Tap Done.

Can I place a call on behalf of a queue with Associate?

Yes, the On Behalf of Queue option allows you to place an outbound call, such as a follow-up call, on behalf of a queue without going On Queue. The On Behalf of Queue option enables you to place an outbound call, related to a queue, without receiving other interactions. You receive credit for the call because the call statistics are associated with the selected queue.

To place a call on behalf of a queue, do the following:

1. Tap Keypad .
2. To choose an available queue, begin to type the name of a queue in the On Behalf of Queue box.
3. From the list of suggested queues, select the queue you want to call on behalf of.
4. Optionally, to remove a selected queue, click Remove .
5. To place the call, after the queue is set, do one of the following:
   • On the keypad, enter the number for the party that you want to reach and tap Call.
   • From Call History or Contacts, tap the party you want to reach.

Can I send a message on behalf of a queue with Associate?

Yes, the On Behalf of Queue option allows you to send an outbound SMS message, such as a follow-up message, on behalf of a queue without going On Queue. The On Behalf of Queue option enables you to place an outbound message, related to a queue, without receiving other interactions. You receive credit for the call because the call statistics are associated with the selected queue.

To send a message on behalf of a queue, do the following:

1. Tap Home .
2. Tap Compose Message.
3. Beside the To box, do one of the following:
   • Begin to type the name of the recipient. and tap the appropriate contact when they appear.
   • Alternatively, type the recipient's phone number. 
4. Beside Queue, begin to type the name of the queue, and tap the appropriate queue when it appears.
   Note: To enable the ability to send the message, you must select a queue.
5. In the Write a message box, type your message.
6. To send the message tap Send .

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 search for and call Genesys Cloud External Contacts with Associate for iOS?

Yes, you can use Associate 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, Associate for iOS truncates search results to five. To see all matching results, tap See All.

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

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

What does it mean to place calls with another app? If I want to place calls with Associate, 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. Associate is not a third-party app. Do not enable this option for use with Associate.

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 Associate 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 Associate for iOS?

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

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

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

1. To launch the app, on your home screen, tap its icon.
2. At the bottom of the screen tap Login. and follow the prompts. For more information, see Log in to the Genesys Cloud mobile apps.