Associate for Android: calls and functionality

Can I receive contact center calls with Associate for Android?

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:

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

Notes:

To ensure sufficient time for mobile users to receive call notification, Genesys recommends that admins increase queue timeout settings. For more information, see Alerting timeout in Create and configure queues.
Without the required wrap-up permissions, Genesys Cloud uses the default wrap-up code that your admin configured for the call. For more information, see FAQs about permissions and requirements.
Your call history shows available details of the call, including queue, duration, warp-up code, and so forth. From your call history, you can call the caller back.

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

Yes, the On Behalf of Queue option allows you to place an outbound call, such as a follow-up call, on behalf of a without going . 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:

Tap Keypad .
To choose an available queue, begin to type the name of a queue in the On Behalf of Queue box.
From the list of suggested queues, select the queue you want to call on behalf of.
Optionally, to remove a selected queue, click Remove .
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 add another person to an existing call?

Yes. To add another person to an existing call, follow these steps:

While in an active call, tap Expand .
Tap Add Participant.
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 Associate mobile app with the Genesys embedded clients?

No, Genesys does not support Associate 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 Associate for Android?

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

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

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

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

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:

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

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

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