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.
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
The administrator can configure the option clear-station-on-logout=true in the section gwt_cloud on the admin portal (value in seconds). If configured, any active phone will be unlinked when logging out.
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: 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/
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:
- https://help.mypurecloud.com/articles/regular-expression-match-and-replace-examples-for-external-trunk-number-transformation/
- https://help.mypurecloud.com/articles/transform-outbound-addresses-with-regular-expressions/
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.