Genesys Cloud - Main

Hello everyone,

as announced in the last release notes, from Genesys Communicate App is possible to receive and handle ACD calls.

I downloaded Communicate App and I am using Android (v.16). 

I followed all requirements indicated by Genesys (below) but I don't receive inbound call on mobile app.

Agent remains in "Idle" status and doesn't receive calls. I performed several test but call remains in queue (waiting) and isn't transferred to the Agent (In Idle status on mobile app).

Have you encountered the same issue? Do you have any suggestions? I don't find anything else on Resource Center about communicate app utilization.

Thank you in advance.

What are the requirements for Communicate for Android?

To use Communicate for Android, you must have the following:

• A WebRTC phone, assigned as your default phone
• A browser that supports Chrome Custom Tabs

And the following permissions:

• Conversation > Call > Add (to add a call)
• Conversation > Call > Record (to record a call)
• Conversation > Call Forwarding > Edit (to configure automatic call forwarding)
• Conversation > Conference > Add (to create an ad hoc conference)
• Conversation > One Number Fax > Receive (to enable one number fax)
• Mobile > Communicate > View (to access the Communicate apps)
• Pushnotification > Registration > All (to create, view, and delete a registration)
• Voicemail > Voicemail > Receive (to receive voicemail) 
• Apps > Connections > View (to remember your presence)
• Apps > Connections > Add (to remember your presence)
• Apps > Connections > Delete (to remember your presence)
• MobileAssociate > ACD > Receive (to receive ACD voice calls on mobile devices)
• MobileAssociate > Wrapup > Add (to add ACW on mobile devices)
• MobileAssociate > Wrapup > View (to add ACW on mobile devices)

Hi Carmine

I tested this on my side using the same permissions and noticed that the agent goes into not responding status on my side.

Not seeing the call on my mobile phone/communicate app when its ringing so not sure if its a connectivity issue on my side.  It does however display under history in the app that I missed a call

Not sure if anyone else on the community has been able to test this successfully.

Regards

Hello everyone,

as announced in the last release notes, from Genesys Communicate App is possible to receive and handle ACD calls.

I downloaded Communicate App and I am using Android (v.16). 

I followed all requirements indicated by Genesys (below) but I don't receive inbound call on mobile app.

Agent remains in "Idle" status and doesn't receive calls. I performed several test but call remains in queue (waiting) and isn't transferred to the Agent (In Idle status on mobile app).

Have you encountered the same issue? Do you have any suggestions? I don't find anything else on Resource Center about communicate app utilization.

Thank you in advance.

What are the requirements for Communicate for Android?

To use Communicate for Android, you must have the following:

• A WebRTC phone, assigned as your default phone
• A browser that supports Chrome Custom Tabs

And the following permissions:

• Conversation > Call > Add (to add a call)
• Conversation > Call > Record (to record a call)
• Conversation > Call Forwarding > Edit (to configure automatic call forwarding)
• Conversation > Conference > Add (to create an ad hoc conference)
• Conversation > One Number Fax > Receive (to enable one number fax)
• Mobile > Communicate > View (to access the Communicate apps)
• Pushnotification > Registration > All (to create, view, and delete a registration)
• Voicemail > Voicemail > Receive (to receive voicemail) 
• Apps > Connections > View (to remember your presence)
• Apps > Connections > Add (to remember your presence)
• Apps > Connections > Delete (to remember your presence)
• MobileAssociate > ACD > Receive (to receive ACD voice calls on mobile devices)
• MobileAssociate > Wrapup > Add (to add ACW on mobile devices)
• MobileAssociate > Wrapup > View (to add ACW on mobile devices)

Hi Stephan,

I tested this on my side as well and observed the same behaviour you described.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 03-12-2026 07:43
From: Stephan Taljaard
Subject: I don't receive ACD calls on Genesys Communicate App

Hi Carmine

I tested this on my side using the same permissions and noticed that the agent goes into not responding status on my side.

Not seeing the call on my mobile phone/communicate app when its ringing so not sure if its a connectivity issue on my side.  It does however display under history in the app that I missed a call

Not sure if anyone else on the community has been able to test this successfully.

Regards

------------------------------
Stephan Taljaard
EMBEDIT s.r.o

Original Message:
Sent: 03-12-2026 05:32
From: Carmine Esposito
Subject: I don't receive ACD calls on Genesys Communicate App

Hello everyone,

as announced in the last release notes, from Genesys Communicate App is possible to receive and handle ACD calls.

I downloaded Communicate App and I am using Android (v.16). 

I followed all requirements indicated by Genesys (below) but I don't receive inbound call on mobile app.

Agent remains in "Idle" status and doesn't receive calls. I performed several test but call remains in queue (waiting) and isn't transferred to the Agent (In Idle status on mobile app).

Have you encountered the same issue? Do you have any suggestions? I don't find anything else on Resource Center about communicate app utilization.

Thank you in advance.

What are the requirements for Communicate for Android?

To use Communicate for Android, you must have the following:

• A WebRTC phone, assigned as your default phone
• A browser that supports Chrome Custom Tabs

And the following permissions:

• Conversation > Call > Add (to add a call)
• Conversation > Call > Record (to record a call)
• Conversation > Call Forwarding > Edit (to configure automatic call forwarding)
• Conversation > Conference > Add (to create an ad hoc conference)
• Conversation > One Number Fax > Receive (to enable one number fax)
• Mobile > Communicate > View (to access the Communicate apps)
• Pushnotification > Registration > All (to create, view, and delete a registration)
• Voicemail > Voicemail > Receive (to receive voicemail) 
• Apps > Connections > View (to remember your presence)
• Apps > Connections > Add (to remember your presence)
• Apps > Connections > Delete (to remember your presence)
• MobileAssociate > ACD > Receive (to receive ACD voice calls on mobile devices)
• MobileAssociate > Wrapup > Add (to add ACW on mobile devices)
• MobileAssociate > Wrapup > View (to add ACW on mobile devices)

#Routing(ACD/IVR)
#Telephony
#GenesysAnnouncements

------------------------------
Carmine Esposito
Senior Solution Engineer
------------------------------

Hi @Stephan Taljaard, Hi @Phaneendra Avatapalli,

thank you for sharing your outcome on your side.

This behavior is very strange. At least @Stephan Taljaard can see the missed call in the history (mobile app). And from Queue Activity, he sees the agent in "Not Responding" state.

I see the agent in "Idle" state and I don't see any missed call from history (mobile app). Call remains in queue (waiting). Same behavior for @Phaneendra Avatapalli's side.

But I made a different scenario: I tried to login with the same agent both on mobile app and desktop.

In this case, the inbound call rings both on mobile app and desktop. I can answer to the call on mobile app, and it works fine!

I don't know what to think about now. 😁

------------------------------
Carmine Esposito
Senior Solution Engineer

Original Message:
Sent: 03-12-2026 08:01
From: Phaneendra Avatapalli
Subject: I don't receive ACD calls on Genesys Communicate App

Hi Stephan,

I tested this on my side as well and observed the same behaviour you described.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 03-12-2026 07:43
From: Stephan Taljaard
Subject: I don't receive ACD calls on Genesys Communicate App

Hi Carmine

I tested this on my side using the same permissions and noticed that the agent goes into not responding status on my side.

Not seeing the call on my mobile phone/communicate app when its ringing so not sure if its a connectivity issue on my side.  It does however display under history in the app that I missed a call

Not sure if anyone else on the community has been able to test this successfully.

Regards

------------------------------
Stephan Taljaard
EMBEDIT s.r.o

Original Message:
Sent: 03-12-2026 05:32
From: Carmine Esposito
Subject: I don't receive ACD calls on Genesys Communicate App

Hello everyone,

as announced in the last release notes, from Genesys Communicate App is possible to receive and handle ACD calls.

I downloaded Communicate App and I am using Android (v.16). 

I followed all requirements indicated by Genesys (below) but I don't receive inbound call on mobile app.

Agent remains in "Idle" status and doesn't receive calls. I performed several test but call remains in queue (waiting) and isn't transferred to the Agent (In Idle status on mobile app).

Have you encountered the same issue? Do you have any suggestions? I don't find anything else on Resource Center about communicate app utilization.

Thank you in advance.

What are the requirements for Communicate for Android?

To use Communicate for Android, you must have the following:

• A WebRTC phone, assigned as your default phone
• A browser that supports Chrome Custom Tabs

And the following permissions:

• Conversation > Call > Add (to add a call)
• Conversation > Call > Record (to record a call)
• Conversation > Call Forwarding > Edit (to configure automatic call forwarding)
• Conversation > Conference > Add (to create an ad hoc conference)
• Conversation > One Number Fax > Receive (to enable one number fax)
• Mobile > Communicate > View (to access the Communicate apps)
• Pushnotification > Registration > All (to create, view, and delete a registration)
• Voicemail > Voicemail > Receive (to receive voicemail) 
• Apps > Connections > View (to remember your presence)
• Apps > Connections > Add (to remember your presence)
• Apps > Connections > Delete (to remember your presence)
• MobileAssociate > ACD > Receive (to receive ACD voice calls on mobile devices)
• MobileAssociate > Wrapup > Add (to add ACW on mobile devices)
• MobileAssociate > Wrapup > View (to add ACW on mobile devices)

#Routing(ACD/IVR)
#Telephony
#GenesysAnnouncements

------------------------------
Carmine Esposito
Senior Solution Engineer
------------------------------

Hi Carmine

Very interesting, thank you for sharing the update.

Regards

------------------------------
Stephan Taljaard
EMBEDIT s.r.o

Original Message:
Sent: 03-12-2026 09:24
From: Carmine Esposito
Subject: I don't receive ACD calls on Genesys Communicate App

Hi @Stephan Taljaard, Hi @Phaneendra Avatapalli,

thank you for sharing your outcome on your side.

This behavior is very strange. At least @Stephan Taljaard can see the missed call in the history (mobile app). And from Queue Activity, he sees the agent in "Not Responding" state.

I see the agent in "Idle" state and I don't see any missed call from history (mobile app). Call remains in queue (waiting). Same behavior for @Phaneendra Avatapalli's side.

But I made a different scenario: I tried to login with the same agent both on mobile app and desktop.

In this case, the inbound call rings both on mobile app and desktop. I can answer to the call on mobile app, and it works fine!

I don't know what to think about now. 😁

------------------------------
Carmine Esposito
Senior Solution Engineer

Original Message:
Sent: 03-12-2026 08:01
From: Phaneendra Avatapalli
Subject: I don't receive ACD calls on Genesys Communicate App

Hi Stephan,

I tested this on my side as well and observed the same behaviour you described.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 03-12-2026 07:43
From: Stephan Taljaard
Subject: I don't receive ACD calls on Genesys Communicate App

Hi Carmine

I tested this on my side using the same permissions and noticed that the agent goes into not responding status on my side.

Not seeing the call on my mobile phone/communicate app when its ringing so not sure if its a connectivity issue on my side.  It does however display under history in the app that I missed a call

Not sure if anyone else on the community has been able to test this successfully.

Regards

------------------------------
Stephan Taljaard
EMBEDIT s.r.o

Original Message:
Sent: 03-12-2026 05:32
From: Carmine Esposito
Subject: I don't receive ACD calls on Genesys Communicate App

Hello everyone,

as announced in the last release notes, from Genesys Communicate App is possible to receive and handle ACD calls.

I downloaded Communicate App and I am using Android (v.16). 

I followed all requirements indicated by Genesys (below) but I don't receive inbound call on mobile app.

Agent remains in "Idle" status and doesn't receive calls. I performed several test but call remains in queue (waiting) and isn't transferred to the Agent (In Idle status on mobile app).

Have you encountered the same issue? Do you have any suggestions? I don't find anything else on Resource Center about communicate app utilization.

Thank you in advance.

What are the requirements for Communicate for Android?

To use Communicate for Android, you must have the following:

• A WebRTC phone, assigned as your default phone
• A browser that supports Chrome Custom Tabs

And the following permissions:

• Conversation > Call > Add (to add a call)
• Conversation > Call > Record (to record a call)
• Conversation > Call Forwarding > Edit (to configure automatic call forwarding)
• Conversation > Conference > Add (to create an ad hoc conference)
• Conversation > One Number Fax > Receive (to enable one number fax)
• Mobile > Communicate > View (to access the Communicate apps)
• Pushnotification > Registration > All (to create, view, and delete a registration)
• Voicemail > Voicemail > Receive (to receive voicemail) 
• Apps > Connections > View (to remember your presence)
• Apps > Connections > Add (to remember your presence)
• Apps > Connections > Delete (to remember your presence)
• MobileAssociate > ACD > Receive (to receive ACD voice calls on mobile devices)
• MobileAssociate > Wrapup > Add (to add ACW on mobile devices)
• MobileAssociate > Wrapup > View (to add ACW on mobile devices)

#Routing(ACD/IVR)
#Telephony
#GenesysAnnouncements

------------------------------
Carmine Esposito
Senior Solution Engineer
------------------------------

Hello everyone,

as announced in the last release notes, from Genesys Communicate App is possible to receive and handle ACD calls.

I downloaded Communicate App and I am using Android (v.16). 

I followed all requirements indicated by Genesys (below) but I don't receive inbound call on mobile app.

Agent remains in "Idle" status and doesn't receive calls. I performed several test but call remains in queue (waiting) and isn't transferred to the Agent (In Idle status on mobile app).

Have you encountered the same issue? Do you have any suggestions? I don't find anything else on Resource Center about communicate app utilization.

Thank you in advance.

What are the requirements for Communicate for Android?

To use Communicate for Android, you must have the following:

• A WebRTC phone, assigned as your default phone
• A browser that supports Chrome Custom Tabs

And the following permissions:

• Conversation > Call > Add (to add a call)
• Conversation > Call > Record (to record a call)
• Conversation > Call Forwarding > Edit (to configure automatic call forwarding)
• Conversation > Conference > Add (to create an ad hoc conference)
• Conversation > One Number Fax > Receive (to enable one number fax)
• Mobile > Communicate > View (to access the Communicate apps)
• Pushnotification > Registration > All (to create, view, and delete a registration)
• Voicemail > Voicemail > Receive (to receive voicemail) 
• Apps > Connections > View (to remember your presence)
• Apps > Connections > Add (to remember your presence)
• Apps > Connections > Delete (to remember your presence)
• MobileAssociate > ACD > Receive (to receive ACD voice calls on mobile devices)
• MobileAssociate > Wrapup > Add (to add ACW on mobile devices)
• MobileAssociate > Wrapup > View (to add ACW on mobile devices)

• A WebRTC phone, assigned as your default phone....        ok, but is the phone number associated with the user's profile?

Hello everyone,

as announced in the last release notes, from Genesys Communicate App is possible to receive and handle ACD calls.

I downloaded Communicate App and I am using Android (v.16). 

I followed all requirements indicated by Genesys (below) but I don't receive inbound call on mobile app.

Agent remains in "Idle" status and doesn't receive calls. I performed several test but call remains in queue (waiting) and isn't transferred to the Agent (In Idle status on mobile app).

Have you encountered the same issue? Do you have any suggestions? I don't find anything else on Resource Center about communicate app utilization.

Thank you in advance.

What are the requirements for Communicate for Android?

To use Communicate for Android, you must have the following:

• A WebRTC phone, assigned as your default phone
• A browser that supports Chrome Custom Tabs

And the following permissions:

• Conversation > Call > Add (to add a call)
• Conversation > Call > Record (to record a call)
• Conversation > Call Forwarding > Edit (to configure automatic call forwarding)
• Conversation > Conference > Add (to create an ad hoc conference)
• Conversation > One Number Fax > Receive (to enable one number fax)
• Mobile > Communicate > View (to access the Communicate apps)
• Pushnotification > Registration > All (to create, view, and delete a registration)
• Voicemail > Voicemail > Receive (to receive voicemail) 
• Apps > Connections > View (to remember your presence)
• Apps > Connections > Add (to remember your presence)
• Apps > Connections > Delete (to remember your presence)
• MobileAssociate > ACD > Receive (to receive ACD voice calls on mobile devices)
• MobileAssociate > Wrapup > Add (to add ACW on mobile devices)
• MobileAssociate > Wrapup > View (to add ACW on mobile devices)

Hello @Kaio Oliveira,

I assigned a default phone to my agent. But, I didn't assign any telephone number to my agent. Should I do it? What type of telephone number?

Have you assigned a telephone number to your agent?

Thank you,  

• A WebRTC phone, assigned as your default phone....        ok, but is the phone number associated with the user's profile?

Hello everyone,

as announced in the last release notes, from Genesys Communicate App is possible to receive and handle ACD calls.

I downloaded Communicate App and I am using Android (v.16). 

I followed all requirements indicated by Genesys (below) but I don't receive inbound call on mobile app.

Agent remains in "Idle" status and doesn't receive calls. I performed several test but call remains in queue (waiting) and isn't transferred to the Agent (In Idle status on mobile app).

Have you encountered the same issue? Do you have any suggestions? I don't find anything else on Resource Center about communicate app utilization.

Thank you in advance.

What are the requirements for Communicate for Android?

To use Communicate for Android, you must have the following:

• A WebRTC phone, assigned as your default phone
• A browser that supports Chrome Custom Tabs

And the following permissions:

• Conversation > Call > Add (to add a call)
• Conversation > Call > Record (to record a call)
• Conversation > Call Forwarding > Edit (to configure automatic call forwarding)
• Conversation > Conference > Add (to create an ad hoc conference)
• Conversation > One Number Fax > Receive (to enable one number fax)
• Mobile > Communicate > View (to access the Communicate apps)
• Pushnotification > Registration > All (to create, view, and delete a registration)
• Voicemail > Voicemail > Receive (to receive voicemail) 
• Apps > Connections > View (to remember your presence)
• Apps > Connections > Add (to remember your presence)
• Apps > Connections > Delete (to remember your presence)
• MobileAssociate > ACD > Receive (to receive ACD voice calls on mobile devices)
• MobileAssociate > Wrapup > Add (to add ACW on mobile devices)
• MobileAssociate > Wrapup > View (to add ACW on mobile devices)