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  • 1.  Communicate mobile app

    Posted 08-12-2025 12:53
    No replies, thread closed.

    We are having problems with the Genesys "Communicate" mobile app.  Calls do not consistently ring to the app.  What happens is that I will open the app on my phone & place a test call to it & it will ring to the app ok.  Then I'll close the app & make another test call & it will still be ok - ringing to the app even if it isn't open.  Then a little while later in the day, I will try another test call (without opening the app first) & the call will not ring to the app.  Then I can open the app manually & try another test call & it will work again.

    What I'm being told by our partner support is that this behavior is due to our org being set up as HIPAA compliant, and that there is a mandatory 15 minute timeout on all connections (even the mobile app).  According to them, there is no exemption for the app or any other workaround other than turning off HIPAA compliance (which is a non-starter).  If this is the case & there is no workaround then that makes the mobile app mostly worthless for receiving calls, as it will disconnect & never receive the calls directly if it goes 15 minutes without use.  

    Has anyone else had experience with this or found a workaround?  It just seems like a poor design if there is no keepalive for a mobile app softphone?


    #Unsure/Other

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    Joe Hurst
    IT Engineer Architect
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  • 2.  RE: Communicate mobile app
    Best Answer

    Posted 08-12-2025 13:46
    No replies, thread closed.

    Hello Joe,

    Unfortunately, there is no current workaround for this inactivity timer. This is a standard inactivity timeout that is enabled for any HIPAA compliant organization.

    From https://help.mypurecloud.com/articles/support-for-inactivity-timeout-and-hipaa-compliance-for-cx-cloud-from-genesys-and-salesforce/:

    When HIPAA compliance is enabled for your organization, Genesys Cloud enforces an idle timeout of 15 minutes. 

    CX Cloud from Genesys and Salesforce supports the system inactivity timeout feature, which automatically logs out users who are inactive for a period of 15 minutes and returns them to the login prompt. This feature enhances customers' security posture by automatically terminating the idle user sessions, and thereby preventing unauthorized access to the platform. HIPAA-compliant organizations automatically have this feature enabled with a 15-minute inactivity timeout.

    With that being said, I did find an Idea in the Product Ideas Lab that is currently Under PM Review. I would recommend voting and commenting on this Idea to let our PMs know that this is a feature that you would like to see. 



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Communicate mobile app

    Posted 08-13-2025 10:00
    No replies, thread closed.

    Thanks for the reply.  Your link to the idea gave me a record not found error though.

    Looks like I'll just end up setting up remote phones for those users & wait for Genesys to make a change to their app.



    ------------------------------
    Joe Hurst
    IT Engineer Architect
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    Original Message


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