Genesys Cloud CX

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  • 1.  Genesys Collaborate mobile app going offline

    NEW MEMBER
    Posted 12-07-2022 14:50

    GC collaborate APP is putting user offline from available state when app in running in background or mobile is locked.. Any suggestions on this?


    #DigitalChannels

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    Raghunandan HM
    Individual Only Contact Account
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  • 2.  RE: Genesys Collaborate mobile app going offline

    GENESYS
    Posted 12-22-2022 09:33

    HI Raghunandan

    Which Mobile are you using? Android/Iphone?

    And which application version are you using as well?

    Thanks



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    Alberto Sagredo
    Sr Technical Account Manager EMEA
    Genesys - Employees
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  • 3.  RE: Genesys Collaborate mobile app going offline

    NEW MEMBER
    Posted 12-28-2022 08:57
    Hi Alberto,

    We had tried in both Android and iOS.
    The root cause what we found is that our ORG is under HIPAA compliance, which made all the user session to logout after 15 mins of inactivity. (Even in mobile communicator app)
    We could not find any alternate workaround to use the communicate app hence we went with different design approach.

    Thanks
    Raghu

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    Raghunandan HM
    Individual Only Contact Account
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  • 4.  RE: Genesys Collaborate mobile app going offline

    Posted 12-28-2022 16:56
    This is what the official language has:

    The Genesys Cloud API does have a HIPAA idle timeout. But applications, including the Genesys Cloud user interface, can make requests on behalf of the user while the user is idle. These requests include fetching data to keep the application up to date or saving application logs. A request resets the HIPAA API timeout.

    When Using the Genesys Cloud web or desktop applications, if the user is idle longer than the API timeout, the user will see the following message prompting them to re-authenticate.https://help.mypurecloud.com/wp-content/uploads/2016/12/invalidsess-300x66.png 300w, https://help.mypurecloud.com/wp-content/uploads/2016/12/invalidsess-768x169.png 768w" sizes="(max-width: 909px) 100vw, 909px" />

    Caution: The only way to guarantee the inactivity timeout required by HIPAA is an operating system level lockout on the user workstation. Genesys Cloud recommends a 15-minute inactivity timeout on user workstations.  

    Genesys Cloud may store a Session Token in local storage on client devices so that Genesys Cloud sessions can survive browsers that are frequently closed and reopened.

    RWC - now there is a global session timeout in the Organization settings under Settings that can set idle timeout for ALL clients.  The recommended from Genesys is 15 minutes, but this could be longer based on the ORG setting.  



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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 5.  RE: Genesys Collaborate mobile app going offline

    GENESYS
    Posted 17 days ago
    The Collaborate mobile apps, regardless of platform, put users in an idle state when the app is in the background. This is an intended behavior that has nothing to do with the session length.

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