Genesys Cloud - Main

We have noted that the option to dial Mobile Phone contacts via Pure Cloud is no longer available.

Previously there was an option when dialing out from your Mobile Phone Contacts to make the call out either by your Mobile Service Provider or PureCloud. This occurs even when setting Collaborate as the default Phone App on Android.

We have checked this both on the latest versions of the Android and IOS apps and noted that feature is no longer available.

Kindly advise, thanks.

Go into the Settings in the Collaborate App, and choose the Outbound calls setting

Then select Through Collaborate Network to place calls from the app through PureCloud.

That said, it only affects calls made from the Collaborate app, not directly from Contacts, so probably not exactly what you are looking for?

Thanks George.

Why doesn't it appear as a Calling App in the Phonebook, like Whatsapp (also 3rd Party App)?

See Screenshot below

Thanks

I did some further checking.

Our developers have chosen no to integrate Collaborate app into the Android Contacts - the work needed wasn't deemed the best use of time and effort for the number of people who would probably actually use it (since most folks just call other Collaborate users rather than Contacts).

Setting Collaborate as the default calling app only affects calls made from click-to-dial on web pages or other places you would get a pop-up asking which app to use. Since that pop-up asks you to choose between Collaborate and Contacts (and whatever other calling app you have installed), Collaborate cannot be set to be the calling app used by Contacts (it's either-or).

Hi George

What other way is there to import or intgerate your contacts into collaborate so that you can actually dial contacts from there.

We run a business where road and mobile users will not only use collaborate to call each other but also dial customers and suppliers throughout the day. Are they expected to copy the number across from contacts each time?

Is there a way we can raise this as a suggested development to see if other people on the community would use it?

Thanks

Sorry, there is no way to pull the outside contacts into Collaborate. For the mobile, they will have to copy/paste.

Hi George

We have noted that while attempting to make a call via WhatsApp on Android, we were given an option to make a call out from Purecloud Collaborate as below:

How is this Contact Integration between WhatsApp and Collaborate possible?

Kindly advise, thanks.

That would be a function of Android, since it recognizes that you have three different calling apps installed on your device (Phone, Collaborate, and Skype). It is not directly an integration to Collaborate. WhatsApp (actually Android) just gives you a choice of whatever calling apps are installed.

Thanks George, we also noted that whilst when adding a mobile call to an existing call, we were presented with the option to add it via PureCloud.

Seems that Android OS/PureCloud integration is not consistent whereby some unique features are available to the app user and other basic functionality and integration that would promote more users into using the app, is neglected.Kindly advise us on any further developments regarding the  App integration and Mobile OSs

Thanks, Dashendra