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  • 1.  Genesys Cloud Communicate App : On Queue status lost when app is in background

    Posted 6 hours ago

    Hi all,

    I'm currently using the Genesys Cloud Communicate mobile app, and since February the ability to set yourself *On Queue* directly from the app is a great improvement.

    However, I'm running into a limitation: as soon as the app goes into the background, the user is considered offline and the *On Queue* status is not maintained.

    Is there any way to keep the user *On Queue* while the app is in the background?

    More generally, what is the recommended approach for agents who need to stay available while being mobile?
    For example, should they keep a session active on a desktop (web client) alongside the mobile app? I haven't tested this yet.

    Thanks for your insights.

    Valentin


    #Implementation
    #Omni-ChannelDesktop/UserInterface

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    Valentin Koulaksezian
    Ceritek - France
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  • 2.  RE: Genesys Cloud Communicate App : On Queue status lost when app is in background

    Posted 5 hours ago

    Hello Valentin, 

    This is a known limitation with the Genesys Cloud mobile app. Right now, when the app goes into the background, it doesn't keep the user On Queue-so the system treats them as unavailable. Unfortunately, this is just how the app works right now.

    The good news is there's a fix on the roadmap. A feature called "Remember Status" is planned for the second half of 2026, and it's meant to keep agents On Queue even when the app is in the background. In the meantime, the best workaround is to stay logged in on the desktop or web app to maintain routing, and use the mobile app alongside it. Not ideal, but it helps keep things running smoothly until that update rolls out.

    Hope this helps!



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Genesys Cloud Communicate App : On Queue status lost when app is in background

    Posted 5 hours ago
    Edited by Valentin Koulaksezian 5 hours ago

    Hello Cameron,

    Thanks for the clarification, that aligns with what I'm seeing.

    The workaround with the desktop/web app does work, but it raises a question for real mobility use cases.

    For someone who is fully on the move (e.g., no laptop, only a phone), what would be the recommended approach so the contact center can still route calls to them?

    Would the best option be to rely on direct routing to a mobile number (external trunk / transfer), or is there a more "native" way within Genesys Cloud to handle this scenario while keeping proper routing and status management?

    Interested in how others are handling this in production.



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    Valentin Koulaksezian
    Ceritek - France
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    Original Message


  • 4.  RE: Genesys Cloud Communicate App : On Queue status lost when app is in background

    Posted 5 hours ago

    There are a couple of options that can be used until the remember status feature is released. 

    The most straightforward approach is using the  Genesys Cloud WebRTC phone in a mobile browser (like Chrome or Safari). This lets agents stay fully On Queue, receive ACD calls, and use standard call controls, all while keeping everything tracked properly in Genesys Cloud.

    Another good option is setting up a Remote Phone, where the agent's mobile number is used as their station. In that setup, Genesys routes the call to their phone while still maintaining their status and reporting behind the scenes.

    If those don't seem to work for agents then there are also some AppFoundry solutions that extend mobile capabilities further, offering things like status control and handling interactions directly from a mobile app.

    Hope this helps!



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 5.  RE: Genesys Cloud Communicate App : On Queue status lost when app is in background
    Best Answer

    Posted 2 hours ago
    Edited by Cameron Tomlin 2 hours ago

    Hi Valentin,

    Why yes, there is a way to keep your presence set appropriately. The future is now! 🙂 This is documented on the FAQ page, but I suspect you're missing a few permissions on the users who need this functionality. Specifically these:

    • Apps > Connections > View (to remember your presence)
    • Apps > Connections > Add (to remember your presence)
    • Apps > Connections > Delete (to remember your presence)

    Try setting those permissions on the users. They will then have a new switch in the app called "Remember status" that they can enable which should provide the experience you desire. If not, don't hesitate to reach back out!



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    Brian Dupuis
    Genesys - Employees - Sr. Director, PureCloud UI
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    Original Message


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