FAQ

The table below contains an overview of the OS which are able to run Mobile Office (minimum appstore OS requirements). With regards to resolution, in general a screen size of minimal 4,7" is required. The app may run on smaller devices, but the user experience will be reduced (since the complete app won't fit on the screen).

Some example devices/resolutions:

• Voice (remote phone, or WebRTC via a 3rd party vendor)
• Email
• Callback (note: acd routed callbacks are not supported)
• Outbound campaigns
• SMS
• Web chat (new agent API/widget)
• Generic tasks

After login (when the Genesys Cloud login page was presented), I arrive on a white page with a text 'redirecting'. Nothing happens.

This might be due to OAuth clients which were not yet accepted (in a normal case, this is one of the steps in the installation wizard). Try logging in via https://admin.idealsystemscloud.be.

• Chat: conversation:webchat:create
• SMS: sms:phoneNumber:view
• Email: conversation:email:create
• Callback: conversation:callback:create

• integration:mobileOfficeApps:View

• Communicate
• Genesys Cloud1-3

• Remote phone - audio termination using the PSTN network. Click here for more information
• WebRTC - Note that the regular Genesys WebRTC gateway is not supported. Audio termination is possible by using a 3rd party Vendor (Twilio). For more information, contact support

• 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

• Reject with native android / IOS 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 button inside Mobile Office
  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 < 30 seconds).