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[{"content":[{"description":"<p><span>To activate Mobile Office on your Genesys Cloud organization, please follow the steps in our <span style=\"text-decoration: underline;\"><a href=\"/mobile-office-trial\" rel=\"noopener\">installation guide</a></span>. It only takes 10 minutes.</span></p>","title":"A1 - How do I activate Mobile Office via AppFoundry?"},{"description":"<p><span>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.&nbsp;</span><br><br><span>Resellers are enabled to decide which premium applications they offer to their customer base on AppFoundry. More information on how your reseller can activate this, can be found </span><span style=\"text-decoration: underline;\"><a href=\"https://appfoundry.genesys.com/docs/resellers\" rel=\"noopener\">here</a></span><span>.</span></p>","title":"A2 - The offering is currently unavailable from your Genesys Reseller"},{"description":"<div data-nav-tab-index=\"0\">\n<div data-index=\"8\">\n<p><span>Only users who have the 'MASTER_ADMIN' role in Genesys Cloud can install Mobile Office via AppFoundry.&nbsp;<br><br>More information can be found in our <a href=\"/mobile-office-trial\" rel=\"noopener\">installation guide</a>.</span></p>\n</div>\n</div>","title":"A3 - Which permission do I need to perform the installation?"},{"description":"<p>Our apps are publicly available in the App stores. Please find the links below:</p>\n<ul>\n<li><span style=\"text-decoration: underline;\"><a href=\"https://apps.apple.com/us/app/mobile-office-for-genesys/id1625068200\" rel=\"noopener\">iOS App store</a></span></li>\n<li><span style=\"text-decoration: underline;\"><a href=\"https://play.google.com/store/apps/details?id=be.idealsystems.mc.purecloud\" rel=\"noopener\">Android Play Store</a></span></li>\n</ul>","title":"A4- Where can I find the apps in the app store?"},{"description":"<p><span>The app works with Genesys Cloud Communicate licenses as well as Genesys Cloud 1-3 licenses. <br><br>Depending on your license, some functionality may be hidden in the app, as it is bound to the specific functionalities included in the Genesys license.</span><span></span></p>\n<p><span>Mobile Office cannot be used with Collaborate licenses.</span></p>","title":"A5 - What Genesys license(s) do my users need to use Mobile Office?"},{"description":"<p><span>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 and you try to login, you will get this message.</span></p>","title":"A6 - The App says my organisation is \"Not licensed\""},{"description":"<p><span>When licenses are purchased through Genesys AppFoundry, the user will need one of the below permissions - depending on the type of Genesys license -&nbsp; assigned in order to login into Mobile Office:</span></p>\n<ul>\n<li><span>For Genesys Cloud 1-3 users:&nbsp; </span><strong>integration:mobileOfficeApps:View</strong></li>\n<li>For Genesys Cloud Communicate users:<strong><span> integration:mobileOfficeCommunicate:view</span></strong></li>\n</ul>","title":"A7 - The app says my user is \"not licensed\"?"},{"description":"<p><span>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. <br><br>If you still get this error, yry logging in as an admin via </span><a href=\"https://admin.idealsystemscloud.be/\" target=\"_blank\" rel=\"noopener noreferrer\">https://admin.idealsystemscloud.be</a></p>","title":"A8 - After a first login, I see a white screen with the text \"Redirecting\""},{"description":"<p><span>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:</span></p>\n<ul>\n<li>In the 'Integrations' module search for Mobile Office</li>\n<li>Accept Terms &amp; Conditions</li>\n<li>Slide the 'Activated' slider to activate the integration</li>\n<li>Refresh the browser page</li>\n<li>Mobile Office should appear in the top menu of Genesys Cloud, under 'Apps' click the Mobile Office link</li>\n<li>Run through the installation wizard</li>\n</ul>","title":"A9 - While running the Appfoundry installation wizard, I run into a timeout"},{"description":"<p><span>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:&nbsp;</span><a href=\"https://admin.idealsystemscloud.be/\" target=\"_blank\" rel=\"noopener noreferrer\">https://admin.idealsystemscloud.be</a></p>","title":"A10 - Who can access the admin page and where can I find it?"},{"description":"<p><span>Yes, you should open up the following domain: \"*.idealsystemscloud.be\" in order for Mobile Office to work with your firewall setup.</span></p>","title":"A11 - If I have a firewall, do I need to whitelist certain domains?"}],"nav_icon":{"icon_field":{"icon_set":"fontawesome-5.14.0","name":"Tools","type":"SOLID","unicode":"f7d9"},"image":{"alt":"shipping-icon","height":40,"loading":"lazy","max_height":512,"max_width":512,"size_type":"exact","src":"https://24189298.fs1.hubspotusercontent-na1.net/hubfs/24189298/shipping-icon.webp","width":40}},"tab_title":"Installation"},{"content":[{"description":"<p>The app is available in:</p>\n<ul>\n<li>English</li>\n<li>Dutch</li>\n<li>Finnish</li>\n<li>French</li>\n<li>Portugese</li>\n</ul>\n<p>In case you believe a language is missing, please contact us.</p>","title":"B1 - In which languages is the app available?"},{"description":"<p>Yes, you can perfectly be logged in to Genesys Cloud Destkop and Mobile Office at the same time.</p>\n<p><span>How does it work?<br></span>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.<br><br>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.</p>\n<p><span>Issues?</span><br>In case you would have issues using both devices at the same time, please:</p>\n<ul>\n<li>check that&nbsp;<strong>auto-answer</strong><span>&nbsp;</span>is turned off</li>\n<li>check that \"<strong>placing calls with other app</strong>' is turned off&nbsp;</li>\n<li>check that&nbsp;<strong>persistent connection</strong><span>&nbsp;</span>is turned off</li>\n</ul>\n<p>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.</p>","title":"B2 - Can I use Genesys Cloud desktop and Mobile Office simultaneously?"},{"description":"<p><span>Yes, we offer various integration possibilities with Salesforce. Find out more on our dedicated&nbsp;</span><span style=\"text-decoration: underline;\"><a href=\"https://help.idealsystemscloud.be/mobile-office-salesforce?hsLang=en-be\" rel=\"noopener\">Salesforce page</a></span>.</p>","title":"B3 - Does Mobile Office integrate with Salesforce?"},{"description":"<p>Mobile Office is officially supported on the 2 last official OS versions for Android and iOS</p>\n<ul>\n<li>IOS 16.x</li>\n<li>IOS 17.x</li>\n<li>Android 13.x</li>\n<li>Android 14.x</li>\n</ul>\n<p>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</p>","title":"B4 - Which OS versions are supported"},{"description":"<p>Yes, Mobile Office is also available for all Ipads and most Android tablets. Please contact us via <a href=\"mailto:mosupport@idealsystems.be\" rel=\"noopener\">mosupport@idealsystems.be</a> to know if your android tablet is supported.</p>","title":"B5 - Does the app run on a tablet/ipad?"},{"description":"<p><span>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.</span></p>","title":"B6 - Can we use Single Sign On (SSO) to log in?"},{"description":"<p><span>Once logged in, the Mobile Office session is preserved indefinetely, with no input from the user necessary. </span></p>\n<p><span>Mobile Office takes charge of renewing the Genesys PureCloud session before it expires (every 24 hours).<br><br>If you do want to configure automatic logout intervals in your organization, please consult our <span style=\"text-decoration: underline;\"><a href=\"/mobile-office-documentation\" rel=\"noopener\">admin guide</a></span>.</span></p>","title":"B7 - Am I automatically logged out?"},{"description":"<p><span>On average, a WebRTC Audio phonecall consumes 27,3 KB per second.&nbsp;</span></p>","title":"B8. How much data is used for a voice call over WebRTC?"},{"description":"<p><span>To transmit the audio for calls, we support</span></p>\n<ul>\n<li><strong>Remote Phone</strong><br>In this setup, the audio is transmitted as a regular voice call, over the PSTN network, towards your mobile phone number.</li>\n<li><strong>Genesys Cloud WebRTC</strong><br>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.</li>\n</ul>","title":"B9 - Is both WebRTC and PSTN supported?"},{"description":"<p><span>Yes, Mobile Office works on the following type of tablets:</span></p>\n<ul>\n<li><span>iOS : all ipads</span></li>\n<li><span>Android: all tablets with a sim-card slot (can be empty)</span></li>\n</ul>","title":"B10 - Does Mobile Office work on tablets?"}],"nav_icon":{"icon_field":{"icon_set":"fontawesome-5.14.0","name":"Clipboard List","type":"SOLID","unicode":"f46d"},"image":{"alt":"shipping-icon","height":40,"loading":"lazy","max_height":512,"max_width":512,"size_type":"exact","src":"https://24189298.fs1.hubspotusercontent-na1.net/hubfs/24189298/shipping-icon.webp","width":40}},"tab_title":"Functionalities"},{"content":[{"description":"<p><span>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.</span></p>","title":"C1 - The app says there are no phones available?"},{"description":"<p><span>When a call reaches the cellphone, and is routed via Genesys Cloud, we identify the following use classes</span></p>\n<ul>\n<li><strong>Reject with native IOS/Android dialog</strong><br>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)</li>\n<li><strong>Reject using the reject button in the mobile app</strong><br>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)</li>\n<li><strong>No response within x seconds from the user</strong><br>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.<br><br><em>admin &gt; people &gt; phone</em><br>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).</li>\n</ul>","title":"C2 - When using the remote phone setup, why are my are getting to my operator voicemail instead of Genesys?"},{"description":"<p>The administrator can configure the option in the <a href=\"https://admin.idealsystemscloud.be/\" rel=\"noopener\">admin portal</a>.</p>\n<p>By default, when a RONA occurs you will be put in a 'not-responding' state for 30 seconds. After 30 seconds, we will put you back in your last known state (available or on queue).</p>","title":"C3 - How to avoid becoming \"Not ready\" when I miss a call?"},{"description":"<p><span>The administrator can configure the option</span><span>&nbsp;</span><strong>auto_off_queue=true</strong><span>&nbsp;</span><span>in the section</span><span>&nbsp;</span><strong>gmo_voice</strong><span>&nbsp;</span><span>on the <span style=\"text-decoration: underline;\"><a href=\"http://admin.idealsystemscloud.be\" rel=\"noopener\">admin portal </a></span>(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).</span></p>","title":"C4 - What are your shipping policies?"},{"description":"<p><span>For performance reasons, the list of ACD queues is filtered. By configuring the section</span><span>&nbsp;</span><strong>gmo_queues_filter</strong><span>&nbsp;</span><span>on the <span style=\"text-decoration: underline;\"><a href=\"http://admin.idealsystemscloud.be\" rel=\"noopener\">admin portal</a></span>, you can apply your own explicit filter.<br><br>More information can be found in our <span style=\"text-decoration: underline;\"><a href=\"/mobile-office-documentation\" rel=\"noopener\">admin guide</a></span>.</span></p>","title":"C5 - Why can't I see al my ACD queues?"},{"description":"<p>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:<span>&nbsp;</span><span style=\"text-decoration: underline;\"><a href=\"https://help.mypurecloud.com/articles/cidr-ip-address-range-for-cloud-media-services/\" target=\"_blank\" rel=\"noopener noreferrer\">https://help.mypurecloud.com/articles/cidr-ip-address-range-for-cloud-media-services/</a></span></p>\n<p>&nbsp;</p>\n<p>To debug the WebRTC connection, a tool is offered by Genesys on the below URL (attention - specific URL per region)<span>&nbsp;</span><span style=\"text-decoration: underline;\"><a href=\"https://help.mypurecloud.com/articles/run-the-standalone-genesys-cloud-webrtc-diagnostics-app/\" target=\"_blank\" rel=\"noopener noreferrer\">https://help.mypurecloud.com/articles/run-the-standalone-genesys-cloud-webrtc-diagnostics-app/</a></span></p>","title":"C6 - WebRTC is not working, how can I debug?"},{"description":"<p>If you are using a Samsung device (or a Android device which also has this issue), please make sure to disable \"open app links in browser\" in your settings.</p>\n<p>&nbsp;</p>\n<p><img src=\"https://help.idealsystemscloud.be/hs-fs/hubfs/image-png-Jun-06-2024-08-24-20-6623-AM.png?width=1183&amp;height=2420&amp;name=image-png-Jun-06-2024-08-24-20-6623-AM.png\" loading=\"lazy\" width=\"262\" height=\"535\" style=\"width: 262px; height: auto; max-width: 100%;\"></p>","title":"C7 - When I click \"click-to-call\" or \"click-to-sms\" in the Salesforce mobile app, a browser opens instead of Mobile Office"},{"description":"<p><span>If SMS is not working, please make sure that the&nbsp;'create sms' functionality is active for users with the following permission:&nbsp;<strong>sms:phoneNumber:view</strong></span></p>","title":"C8 - Why is SMS not working?"},{"description":"<p><span>For Genesys Cloud 1-3 users, we hide the available status by default. To enable it in our <span style=\"text-decoration: underline;\"><a href=\"https://admin.idealsystemscloud.be/\" rel=\"noopener\">admin console</a></span>, follow the steps in our <span style=\"text-decoration: underline;\"><a href=\"/mobile-office-documentation\" rel=\"noopener\">admin guide</a></span>.</span></p>","title":"C9 - Why can't I see my \"available\" status?"}],"nav_icon":{"icon_field":{"icon_set":"fontawesome-5.14.0","name":"Question Circle","type":"SOLID","unicode":"f059"},"image":{"alt":"shipping-icon","height":40,"loading":"lazy","max_height":512,"max_width":512,"size_type":"exact","src":"https://24189298.fs1.hubspotusercontent-na1.net/hubfs/24189298/shipping-icon.webp","width":40}},"tab_title":"Troubleshooting"},{"content":[{"description":"<p>Yes, email support with responses within 5 days is included in the pricing.&nbsp;<br><br>If you have support questions, please reach out to <a href=\"mailto:mosupport@idealsystems.be\">mosupport@idealsystems.be</a> and our support team will get back to you.</p>","title":"D1 - Is support included in the pricing?"},{"description":"<p>If you have support questions, please reach out to <a href=\"mailto:mosupport@idealsystems.be\">mosupport@idealsystems.be</a> and our support team will get back to you.</p>","title":"D2 - How do I contact support?"}],"nav_icon":{"icon_field":{"icon_set":"fontawesome-5.14.0","name":"Hand Holding Heart","type":"SOLID","unicode":"f4be"},"image":{"alt":"shipping-icon","height":40,"loading":"lazy","max_height":512,"max_width":512,"size_type":"exact","src":"https://24189298.fs1.hubspotusercontent-na1.net/hubfs/24189298/shipping-icon.webp","width":40}},"tab_title":"Support"}]

Frequently Asked Questions

Have question? We are here to help

FAQ
Installation Functionalities Troubleshooting Support
A1 - How do I activate Mobile Office via AppFoundry?

To activate Mobile Office on your Genesys Cloud organization, please follow the steps in our installation guide. It only takes 10 minutes.

A2 - 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 on how your reseller can activate this, can be found here.

A3 - Which permission do I need to perform the installation?

Only users who have the 'MASTER_ADMIN' role in Genesys Cloud can install Mobile Office via AppFoundry. 

More information can be found in our installation guide.

A4- Where can I find the apps in the app store?

Our apps are publicly available in the App stores. Please find the links below:

A5 - What Genesys license(s) do my users need to use Mobile Office?

The app works with Genesys Cloud Communicate licenses as well as Genesys Cloud 1-3 licenses.

Depending on your license, some functionality may be hidden in the app, as it is bound to the specific functionalities included in the Genesys license.

Mobile Office cannot be used with Collaborate licenses.

A6 - 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 and you try to login, you will get this message.

A7 - The app says my user is "not licensed"?

When licenses are purchased through Genesys AppFoundry, the user will need one of the below permissions - depending on the type of Genesys license -  assigned in order to login into Mobile Office:

  • For Genesys Cloud 1-3 users:  integration:mobileOfficeApps:View
  • For Genesys Cloud Communicate users: integration:mobileOfficeCommunicate:view
A8 - After a first 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.

If you still get this error, yry logging in as an admin via https://admin.idealsystemscloud.be

A9 - 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
A10 - 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: https://admin.idealsystemscloud.be

A11 - If I have a firewall, do I need to whitelist certain domains?

Yes, you should open up the following domain: "*.idealsystemscloud.be" in order for Mobile Office to work with your firewall setup.

􀍼

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B1 - In which languages is the app available?

The app is available in:

  • English
  • Dutch
  • Finnish
  • French
  • Portugese

In case you believe a language is missing, please contact us.

B2 - 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.

Issues?
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.

B3 - Does Mobile Office integrate with Salesforce?

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

B4 - Which OS versions are supported

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

  • IOS 16.x
  • IOS 17.x
  • Android 13.x
  • Android 14.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

B5 - Does the app run on a tablet/ipad?

Yes, Mobile Office is also available for all Ipads and most Android tablets. Please contact us via mosupport@idealsystems.be to know if your android tablet is supported.

B6 - 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.

B7 - Am I automatically logged out?

Once logged in, the Mobile Office session is preserved indefinetely, with no input from the user necessary.

Mobile Office takes charge of renewing the Genesys PureCloud session before it expires (every 24 hours).

If you do want to configure automatic logout intervals in your organization, please consult our admin guide.

B8. How much data is used for a voice call over WebRTC?

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

B9 - Is both WebRTC and PSTN supported?

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.
B10 - Does Mobile Office work on tablets?

Yes, Mobile Office works on the following type of tablets:

  • iOS : all ipads
  • Android: all tablets with a sim-card slot (can be empty)
􀍼

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C1 - 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.

C2 - When using the remote phone setup, why are my 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).
C3 - How to avoid becoming "Not ready" when I miss a call?

The administrator can configure the option in the admin portal.

By default, when a RONA occurs you will be put in a 'not-responding' state for 30 seconds. After 30 seconds, we will put you back in your last known state (available or on queue).

C4 - What are your shipping policies?

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).

C5 - Why can't I see al my 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.

More information can be found in our admin guide.

C6 - 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: https://help.mypurecloud.com/articles/cidr-ip-address-range-for-cloud-media-services/

 

To debug the WebRTC connection, a tool is offered by Genesys on the below URL (attention - specific URL per region) https://help.mypurecloud.com/articles/run-the-standalone-genesys-cloud-webrtc-diagnostics-app/

C7 - When I click "click-to-call" or "click-to-sms" in the Salesforce mobile app, a browser opens instead of Mobile Office

If you are using a Samsung device (or a Android device which also has this issue), please make sure to disable "open app links in browser" in your settings.

 

C8 - Why is SMS not working?

If SMS is not working, please make sure that the 'create sms' functionality is active for users with the following permission: sms:phoneNumber:view

C9 - Why can't I see my "available" status?

For Genesys Cloud 1-3 users, we hide the available status by default. To enable it in our admin console, follow the steps in our admin guide.

􀍼

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D1 - Is support included in the pricing?

Yes, email support with responses within 5 days is included in the pricing. 

If you have support questions, please reach out to mosupport@idealsystems.be and our support team will get back to you.

D2 - How do I contact support?

If you have support questions, please reach out to mosupport@idealsystems.be and our support team will get back to you.

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If your questions were not answered by our FAQ, please reach out to mosupport@idealsystems.be and our support team will get back to you.