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  • 1.  Screen Record in "Mobile Office for Genesys" App

    Posted 06-01-2024 03:12
    Edited by Matt Lawson 05-02-2025 10:46
    No replies, thread closed.

    Communicate for Android and Communicate for iOS are mobile apps for Genesys Cloud business users. we cannot use Communicate ACD calls or IVR calls that route interactions to agents as an ACD call.

    However, real option for a mobile capable ACD/Queue calls is to use an AppFoundry product 'Mobile Office for Genesys' by Ideal Systems.

    Does Screen Recording allows for the recording of the agent during a voice call? I Believe voice recording will work.


    #Omni-ChannelDesktop/UserInterface
    #Remote Work Enablement
    #SystemAdministration

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    Midhun Kumar Ummadisetty
    Cognizant Technology Solutions India Private Limited
    ------------------------------



  • 2.  RE: Screen Record in "Mobile Office for Genesys" App

    Posted 06-01-2024 07:27
    No replies, thread closed.

    Hi Midhun,

    You're completely right, due to security restrictions on iOS and Android and the lack of Genesys mobile API, it's not possible to do screen recording. Call recording and transcripts, however, are no problem and completely integrated in Genesys.

    Let me know if you have any other questions, happy to help you out!

    Best, Peter



    ------------------------------
    Peter Depoorter

    Ideal Systems NV - ISO 27001 Certified, for your and our security

    M: +32 475 59 03 37
    E: peter.depoorter@idealsystems.be
    W: https://www.mobile-office.cloud/
    ------------------------------



  • 3.  RE: Screen Record in "Mobile Office for Genesys" App
    Best Answer

    Posted 06-01-2024 11:26
    No replies, thread closed.

    There are SDKs for mobile platforms and those are continually developed to support the API features as they come out.  As for Screen Recording, that requires a GC1, GC2 or GC3 license and is not available for Communicate Users.  Yes, you can use policy-based recording with a Communicate user.   

    As for the mobile app for agents, I don't see Genesys developing that and Ideal Systems is our go to when clients ask for it.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 4.  RE: Screen Record in "Mobile Office for Genesys" App

    Posted 06-03-2024 04:10
    No replies, thread closed.

    Thanks Robert, much appreciated!



    ------------------------------
    Peter Depoorter

    Ideal Systems NV - ISO 27001 Certified, for your and our security

    M: +32 475 59 03 37
    E: peter.depoorter@idealsystems.be
    W: https://www.mobile-office.cloud/
    ------------------------------

    Original Message


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