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.

Can I silence the ringer for Associate for Android?

Yes. Incoming calls for Associate appear as notifications. To silence the ringer, consult the notification documentation for your device.

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 Android, what do I receive notifications for and how?

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

How do I change my ringtone for Associate for Android?

Genesys provides a default ringtone sound for Android Associate. However, you can control the sounds that you assign to your app’s notification channels and can customize the sounds.

To set the notification sound for Android Associate, follow these steps:

1. Open the Android Settings app and tap Apps.
2. Select Associate and tap Notifications.
3. Tap Genesys Cloud Associate Incoming Call Notifications. If needed, tap Notification categories.
4. Tap Sound.
5. Select the sound that you want.
   Note: Device makers can change these instructions without notice. When in doubt, refer to your device’s instructions.

Where can I get the official Genesys Cloud Associate ringtones?

Download the Genesys Cloud Associate ringtones.

What are the requirements for Associate for Android?

To use Associate for Android, you must have the following:

• A WebRTC phone, assigned as your default phone
• A browser that supports Chrome Custom Tabs

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 enable SMS interactions on mobile devices: Conversation > Message – Create
• To enable SMS interactions on mobile devices: Conversation > Message – Accept
• To enable SMS interactions on mobile devices: Conversation > Message – View
• To enable SMS interactions on mobile devices: MobileAssocate > ACD – SMS
• To enable SMS interactions on mobile devices: Analytics > ConversationDetail – View
• To enable SMS interactions on mobile devices: Analytics > AgentConversationDetail – View
• To enable SMS interactions on mobile devices: ExternalContacts > Conversation – ViewAll
• To create, view, and delete a registration, All permissions under:
  • Pushnotification > Registration

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

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

Does Associate for Android support FedRAMP compliance?

Yes, the Genesys Cloud mobile apps support FedRAMP compliance.

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 in to Associate for Android?

To log in to Associate for Android, follow these steps:

1. From the Regions list, select your organization’s region.
2. Tap Choose.
   Note: If you have more than one browser installed, Associate may ask you to select the browser you want to use.
3. Enter your email address and password, and tap Log In. Alternatively, if your administrator enables single sign-on (SSO), click More Login Options, enter your organization name, and authenticate with the identity provider, for example, OneLogin. 

How do I log out of Associate for Android?

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

Where can I download Collaborate for Android?

You can download Collaborate for Android from the Google Play store. Search for Genesys Cloud Collaborate.

For more information about the Genesys Cloud desktop app, see the Genesys Cloud Resource Center.

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

To check your version of Collaborate for Android, do the following:

1. Tap Menu and select Help. If an update is available, an upgradelink appears.
2. To go to the Google store and install the new version, tap An upgrade is available! Download now.

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:

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 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 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 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 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.

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

How can I check my voicemail messages with Collaborate for Android?

To use Collaborate for Android to check voicemail messages, follow these steps:

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

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.