Genesys Cloud - Main

Users using the Communicate App. toggle the "Receive Calls on This Device" off on their IPhones so they do not receive calls.  When attempting to toggle to the back on position they cannot do so. An attempt to call them will provide ringing but they are presented with an error "Unable to register calls on this device" We have found that if user logs out of the app, then back in everything goes back to normal. Of course, until the next time they wish to not receive calls.

Is there any solution where users do not have to logout and back in? 

Thanks for this information, WIlliam, that's definitely not the intended experience. The team is looking into this.

Users using the Communicate App. toggle the "Receive Calls on This Device" off on their IPhones so they do not receive calls.  When attempting to toggle to the back on position they cannot do so. An attempt to call them will provide ringing but they are presented with an error "Unable to register calls on this device" We have found that if user logs out of the app, then back in everything goes back to normal. Of course, until the next time they wish to not receive calls.

Is there any solution where users do not have to logout and back in? 

Is there any update on this issue.

The issue with the Genesys Cloud Communicate App not allowing users to toggle "Receive Calls on This Device" back on appears to be a known problem, especially on iPhones. Here's a summary of the findings and recommended steps:

🔍 Issue Summary

• Users toggle "Receive Calls on This Device" off to stop receiving calls.
• When trying to toggle it back on, the app fails to register the device.
• Incoming calls may ring, but users see an error: "Unable to register calls on this device."
• Temporary fix: Logging out and back into the app restores functionality

Thank you,

Bill Klomes 

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William Klomes

Original Message:
Sent: 08-19-2025 11:09
From: Brian Dupuis
Subject: Genesys Communicate App -

Thanks for this information, WIlliam, that's definitely not the intended experience. The team is looking into this.

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

Original Message:
Sent: 08-19-2025 10:28
From: William Klomes
Subject: Genesys Communicate App -

Users using the Communicate App. toggle the "Receive Calls on This Device" off on their IPhones so they do not receive calls.  When attempting to toggle to the back on position they cannot do so. An attempt to call them will provide ringing but they are presented with an error "Unable to register calls on this device" We have found that if user logs out of the app, then back in everything goes back to normal. Of course, until the next time they wish to not receive calls.

Is there any solution where users do not have to logout and back in? 

#RemoteWorkEnablement

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William Klomes
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Hi Bill,

Our team identified the issue with the "Receive Calls on this Device" feature and has implemented a fix. This fix will be included in the next app release, which is scheduled for next week.

We appreciate your patience and for helping us improve the product. 

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Christopher Rumpf
Senior Manager, Principal Software Engineer
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Original Message:
Sent: 09-03-2025 10:48
From: William Klomes
Subject: Genesys Communicate App -

Is there any update on this issue.

The issue with the Genesys Cloud Communicate App not allowing users to toggle "Receive Calls on This Device" back on appears to be a known problem, especially on iPhones. Here's a summary of the findings and recommended steps:

🔍 Issue Summary

• Users toggle "Receive Calls on This Device" off to stop receiving calls.
• When trying to toggle it back on, the app fails to register the device.
• Incoming calls may ring, but users see an error: "Unable to register calls on this device."
• Temporary fix: Logging out and back into the app restores functionality

Thank you,

Bill Klomes 

------------------------------
William Klomes

Original Message:
Sent: 08-19-2025 11:09
From: Brian Dupuis
Subject: Genesys Communicate App -

Thanks for this information, WIlliam, that's definitely not the intended experience. The team is looking into this.

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

Original Message:
Sent: 08-19-2025 10:28
From: William Klomes
Subject: Genesys Communicate App -

Users using the Communicate App. toggle the "Receive Calls on This Device" off on their IPhones so they do not receive calls.  When attempting to toggle to the back on position they cannot do so. An attempt to call them will provide ringing but they are presented with an error "Unable to register calls on this device" We have found that if user logs out of the app, then back in everything goes back to normal. Of course, until the next time they wish to not receive calls.

Is there any solution where users do not have to logout and back in? 

#RemoteWorkEnablement

------------------------------
William Klomes
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