Skip to content
mo basetemplate1-1


A - Installation & Login

A1 - Which OS versions are supported

Mobile Office is officially supported on the 2 last official OS versions for Android and iOS

  • IOS 15.x
  • IOS 16.x
  • Android 12.x
  • Android 13.x

The application is still enabled on older versions, so you'll be able to use the app but may experience some loss of functionality. We recommend to always update to the latest available OS hotfix/version

A2- Where can I find the apps in the app store?
A3 - Does the app run on a tablet?

Mobile Office has been extensively tested on smartphone devices. It is enabled for tablet devices, but some visualisation may not be optimal (due to the resolution / difference in landscape orientation)

A4 - What Genesys license(s) do I need?
The app works with any genesys license that contains 'communicate' or higher. It cannot be used with Collaborate licenses. Some functionality may be hidden in the app, as it is bound to the specific Genesys license.
A5 - The App says my organisation is "Not licensed"
In order to use Mobile Office, you need to acquire licenses via Genesys AppFoundry on the below URL. During the purchase process you will run through an activation wizard – as long as it has not been completed, when you try to login you will get this message.
A6 - The app says my user is "not licensed"?
When licenses are purchased through Genesys AppFoundry, the user will need the below permission assigned in order to login into Mobile Office integration:mobileOfficeApps:View
A7 - After login, I see a white screen with the text "Redirecting"
This might be due to the Genesys OAuth clients which are not yet authorized (in a normal case, this was done via the installation wizard). Try logging in via
A8 - While running the Appfoundry installation wizard, I run into a timeout

After the login call Mobile Office stores some installation data in a local cookie. Please make sure your browser allows the use of cookies and that no popup-blockers are activated. You can rerun the installer. Below a summary of the different steps:

  • In the 'Integrations' module search for Mobile Office
  • Accept Terms & Conditions
  • Slide the 'Activated' slider to activate the integration
  • Refresh the browser page
  • Mobile Office should appear in the top menu of Genesys Cloud, under 'Apps' click the Mobile Office link
  • Run through the installation wizard
A9 - Who can access the admin page and where can I find it?
Users who have the 'MASTER_ADMIN' or 'MO_ADMIN' (name of the role is case sensitive, the content does not matter) can access the module at:
A10 - I am automatically logged out
Once logged in, the Mobile Office session is preserved for a maximum of 7 days, with no input from the user necessary. Mobile Office takes charge of renewing the Genesys PureCloud session before it expires (every 24 hours). After 5 days of inactivity from the user, a notification will be send. A notification is then sent every 12 hours until the Mobile Office session is terminated. These time intervals can be configured with gmo_base.delay_keepalive_timer (initial interval) and gmo_base.delay_keepalive_timer_2.
A11 - Can we use Single Sign On (SSO) to log in?

Yes. the login mechanism of Mobile Office is identical to that of Genesys Cloud. If you have a SSO login configured on Genesys Cloud, this will also be your default login mechanism for Mobile Office.

A12 - The offering is currently unavailable from your Genesys Reseller

When trying to activate Mobile Office from the AppFoundry page and you receive the message "The offering is currently unavailable from your Genesys Reseller", please contact your reseller. 

Resellers are enabled to decide which premium applications they offer to their customer base on AppFoundry. More information can be found here.

A11. How much data is used for a voice call over WebRTC?

On average, a WebRTC Audio phonecall consumes 27,3 KB per second. 

B - Troubleshooting

B1 - How is audio transmitted?

To transmit the audio for calls, we support

  • Remote Phone
    In this setup, the audio is transmitted as a regular voice call, over the PSTN network, towards your mobile phone number.
  • Genesys Cloud WebRTC
    In this setup, the regular data network is used to transmit the audio, in the same way as the Genesys Cloud CX website transmits audio in the browser.
    Note: WebRTC support is a brand new feature. In case of issues, please reach out to us support
B2 - The app says there are no phones available?
By default, we will use the 'default station' which is assigned to your user. The app supports both 'remote phone' and 'Genesys WebRTC' stations, but not other types (hardphones/..). By searching, you can select a station which was defined inside the Genesys layer.
B3 - When using the remote phone setup, my calls are getting to my operator voicemail instead of Genesys

When a call reaches the cellphone, and is routed via Genesys Cloud, we identify the following use classes

  • Reject with native IOS/Android dialog
    In this case, on PSTN level you're redirecting the call to the voicemail. The app doesn't come into play in this scenario - and from Genesys Cloud perspective, it looks like someone answered the call. Unfortunately, for this use case there is no solution: the app cannot intervene here (unless you would use scenario 2, where you click on the reject button in the app), unless you would manage to change your phone settings in terms of what happens when you click that 'refuse' button. (Based upon our investigations, we did not manage to find an option allowing us to change the behaviour - we could only change voicemail delays for scenario 3)
  • Reject using the reject button in the mobile app
    This is actually the only case of the 3 scenarios where the app comes into play - for the 2 others, there is no communication with the app, only between Genesys Cloud, your PSTN provider, and your mobile phone. When this button is clicked, via the Genesys Cloud platform API, a reject is issued. This allows routing on Genesys Cloud side to react (send to voicemail, or route to another target)
  • No response within x seconds from the user
    Here it depends on the voicemail settings in Genesys Cloud vs your mobile phone. In Genesys Cloud, on the level of your person object (see below), there's the option Timeout seconds.
    admin > people > phone
    For the scenario in which the user does not respond in time, you should ensure that the value on Genesys Cloud is configured to a lower value then on your cellphone (for example: if your cellphone's settings state to redirect after 30 seconds to your PSTN provider's voicemail, the value on Genesys Cloud should be set lower then 30 seconds).
B4 - How to avoid becoming "Not ready" when I miss a call?
The administrator can configure the option rona_ready_delay in the section gmo_voice on the admin portal (value in seconds). By default, when a RONA occurs you will be put in a 'not-responding' state.
B5 - How to avoid receiving multiple calls?
The administrator can configure the option auto_off_queue=true in the section gmo_voice on the admin portal (value in seconds). If you accept a voice interaction (note: only ones monitored by PureCloud), you will be put in the BUSY state, thereby avoiding getting other calls. Once the voice stream is released, you will revert to your previous state (OnQueue or other).
B6 - When logging out, I want to unlink any phone from the user
B7 - I can't see all ACD queues
For performance reasons, the list of ACD queues is filtered. By configuring the section gmo_queues_filter on the admin portal, you can apply your own explicit filter.
B8 - WebRTC is not working - how can I debug?

For WebRTC, the app connects directly to the Genesys Cloud WebRTC gateway. See this article for the ranges of IP addresses used by the Genesys platform:

To debug the WebRTC connection, a tool is offered by Genesys on the below URL (attention - specific URL per region)

B9 - Mobile Office is dialing out in E.164(+XX) format, how can I change this?

Mobile Office will always enforce E164 (format containing the international phone prefix) for any dial out attempt done via the dialpad. In case your backend telephony system does not support this, you will need to

  • Locate the outbound trunk which is used to dialout
  • Add a transformation rules within, under 'Identity > Calling' and 'Identity > Caller'

More information with examples is available over here:


B10 - When dialing out while having the desktop & mobile open at the same time, no audio is played

For these cases please verify

  • On the 'phone' object: ensure that 'persistent connection' is disabled
  • In the user settings (on the desktop of the user): Check that the 'Placing calls with another app?' slider is disabled

If not, by design the audio is played on Genesys side and not on the Mobile App.

C - Multimedia

C1 - How do I enable SMS in the app?
The 'create sms' functionality is active for users with the following permission: sms:phoneNumber:view

D - Functionalities

D1 - In which languages is the app available?

The app is available in:

  • English
  • Dutch
  • Finnish
  • French
  • Portugese

In case a language is missing, please contact us, new languages can be added easily.

D2 - Can I use Genesys Cloud desktop and Mobile Office simultaneously?

Yes, you can perfectly be logged in to Genesys Cloud Destkop and Mobile Office at the same time.

How does it work?
If you are logged in onto both devices, the status will remain in sync. If you change your status on Mobile Office, it will automatically change on Genesys Cloud desktop.

When receiving an interaction, the interaction will be offered on both devices. For example, an incoming voice call will ring on both devices. The device where you decide to pick up the call, will contain the audio stream. It is not possible to switch between devices during an interaction.

In case you would have issues using both devices at the same time, please:

  • check that auto-answer is turned off
  • check that "placing calls with other app' is turned off 
  • check that persistent connection is turned off

If one of these options are turned on, it could provide issues in the simultaneous use of both devices resulting in the issue where the audio stream is always assigned to the desktop device.

D3 - Does Mobile Office integrate with Salesforce?

Yes, we offer various integration possibilities with Salesforce. Find out more on our dedicated Salesforce page.