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  • 1.  Genesys Associate App Status

    Posted 10 hours ago

    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?



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    Andrew Saltonstall
    Pensacola Christian College, Inc.
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  • 2.  RE: Genesys Associate App Status

    Posted 6 hours ago
    Based on the documentation, this behavior is expected.
     
    When using the Desktop app or Associate, Genesys Cloud automatically changes the user's presence to Away when the device is locked or the screen saver is activated. However, if the user is On Queue, manually locking the device or having it lock due to inactivity should not change the presence to Away. The user should remain On Queue.
     
    Regarding incoming calls with the screen locked, make sure:
     
    Notify me on mobile is set to Always (More > Settings > Chat).
    Notifications are enabled for the Associate app in the device settings, including showing notifications on the lock screen.
    The user is Available (for direct ACD calls) or On Queue (for ACD queue calls).
     
    If everything is configured correctly and the issue still occurs, it may be worth increasing the queue alert timeout to allow enough time for mobile devices to receive push notifications.
     
    References:
     
    https://help.genesys.cloud/faqs/associate-for-android-logins/
    https://help.genesys.cloud/articles/download-mobile-apps-2/
    https://help.genesys.cloud/articles/faqs-associate-for-android/


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    Raphael Poliesi
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