Genesys Cloud - UI New Features

In the associate app it appears to behave like the desktop app when the screen is locked, it set the users status to away. In the past we were able to see incoming calls even when the phone screen is locked. Is there a setting I am missing or is this the new way the app functions?

By default, if Associate is your only active client and the app is backgrounded/screen-locked, Genesys Cloud sets your user's presence to Off Queue/Offline. In that case, direct calls to your user when Offline should go to your default WebRTC station, but ACD/On Queue calls won't route to you while not on queue. That is the rationale behind the requirement "A WebRTC phone, assigned as your default phone" listed in https://help.genesys.cloud/faqs/associate-for-ios-permissions-and-requirements/

To keep your presence (and on-queue status) from dropping when the app is backgrounded, there is a feature that can keep Genesys Cloud from putting you offline. Ask your admin to check whether your role has these permissions:

• Apps > Connections > View
• Apps > Connections > Add
• Apps > Connections > Delete

If you're taking ACD calls, you'll also need MobileAssociate > ACD > Receive so those calls actually route to your mobile device once your presence is being maintained.

Based on the information available, the behavior you are seeing is expected by design. The Associate app is meant to function like the Desktop app in this specific way, as it automatically changes an agent's presence to "Away" when the device screen is locked or the screensaver activates, and this feature allows the system to know the agent is not actively engaged with their device. However, a key detail from the community indicates that this automatic change to "Away" should not happen if the agent is in the "On Queue" status, because if you are "On Queue" and you lock your phone, your status should ideally remain "On Queue".

Given this context, if you are missing calls with the screen locked, there are a few things to check to see if a setting is misconfigured or if your status is not what you expect. First, before locking the screen, you should double-check that the app shows you are "On Queue", because when you are "On Queue" you are eligible to receive ACD queue calls, whereas if you are only "Available", this status is meant for directly routed calls and may not behave the same way when the screen locks. Second, to receive calls, the Associate app must be able to display notifications on the lock screen, so you need to confirm that the "Notify me on mobile" setting is set to "Always", which is likely found under "More > Settings > Chat", and also ensure that notifications are enabled for the Associate app in your phone's system settings, specifically allowing them to be shown on the lock screen. Third, it is important to be aware that the call timeout for the mobile app is 30 seconds, and if your administrator has set the queue's alert timeout to longer than 30 seconds, the call will continue to ring on other apps like the Desktop version but may stop ringing on your phone, so it is worth asking your admin to confirm this timeout setting. Fourth, your administrator must grant specific permissions for the app to function correctly, and the key permission to receive ACD voice calls is MobileAssociate > ACD > Receive, while also having the permission To remember your presence: Apps > Connections > View ensures that your presence can persist between different apps.

In summary, the key recommendations are to ensure your status is set to "On Queue" before locking your phone, as this is the designed status for receiving queue calls, to verify the notification settings on your phone and in the Associate app to ensure they are configured to show alerts on the lock screen, and to consult with your administrator to confirm you have the necessary permissions like MobileAssociate > ACD > Receive and to check if the queue's alert timeout is set appropriately to allow enough time for the mobile notification to reach you.