Genesys Cloud - Main

Hello,

When using the Genesys Communicate mobile application (Android or iOS), incoming calls display only the caller's phone number. We have tested configuring contacts directly on the mobile device where the application is installed; however, the caller name is still not displayed.

Example:

Inbound call from 6941234567 → Genesys Communicate displays only the phone number, even though this number exists in the device's contact list under the name "Orestis Dimitropoulos".

Our use case is straightforward: users of the mobile application need to be able to identify who is calling, rather than seeing only the caller's phone number.

Has anyone encountered a similar requirement or implemented a solution that enables caller name resolution based on the mobile device's contacts?

We are using Communicate app to receive non-ACD calls.

Best Regards,

Orestis

Hello Orestis,

Unfortunately, this is a limitation with the current version of the mobile Communicate application. There is a idea in the Product Ideas Lab that is currently In Development. This enhancement would allow users to see the caller's name instead of just the phone number. I would highly recommend voting and commenting on that idea so that you can be alerted of any changes in the development process.

Until this feature is released, users of the Communicate mobile app will only see phone numbers for incoming calls and will need to manually identify callers based on the displayed number.