FAQs: Communicate for iOS
Do the Genesys Cloud mobile apps support FedRAMP compliance?
Yes, the Genesys Cloud mobile apps support FedRAMP compliance. For more information, see the following:
How do I log in to the Genesys Cloud mobile apps?
- To launch the app, on your home screen, tap its icon.
- At the bottom of the screen tap Login.
- Make sure the correct region appears under the Email Address and Password boxes. If you are unsure of your region, contact your organization’s Genesys Cloud Administrator.
- To log in, depending on how you log into the desktop or web application, do one of the following:
- To use an email address and password, in the Email Address box, enter your email address, and in the Password box, enter your password. Note: If you do not know your password,see Reset your password
- To use SSO (single sign on), tap More Login Options, enter your organization name, and tap Next. Authenticate with your organization’s identity provider.
- To use an email address and password, in the Email Address box, enter your email address, and in the Password box, enter your password.
Why do I get a Session Expired message?
A session is not meant to be permanent. Sessions expire for security reasons. When you receive the message, log back in to the app.
- 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 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.
What is the difference between Genesys Collaborate for Android and iOS and Genesys Communicate for Android and 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.
What are the requirements for Communicate for Android and iOS?
To use Communicate for Android or Communicate for iOS you must have the following:
- A WebRTC phone, assigned as your default phone
And the following permissions:
- Conversation > Call > Add
- Conversation > Call > Record
- Conversation > Call Forwarding > Edit
- Conversation > Conference > Add
- Conversation > One Number Fax > Receive
- Voicemail > Voicemail > Receive
Can I receive call center interactions with Communicate for Android or 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.
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 am signed into both Collaborate and Communicate and I sign out of one?
Collaborate and Communicate have independent logins. If you log out of one, the other is unaffected.
When I make an outbound call with Communicate for Android or iOS, what number does the recipient see?
The recipient sees Genesys Cloud phone number instead of the cell phone number of the device.