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Genesys Collaborate mobile app going offline

  • 1.  Genesys Collaborate mobile app going offline

    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

    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 01-18-2023 11:31
    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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  • 6.  RE: Genesys Collaborate mobile app going offline

    Posted 11-02-2023 08:56

    HI Brian,

    I have just tested collaborate on IOS with latest version and when in background I appear offline in directory.



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    Matt Dyson
    British Telecommunications PLC
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  • 7.  RE: Genesys Collaborate mobile app going offline

    GENESYS
    Posted 11-02-2023 09:15

    Sorry, that was likely confusing. The mobile apps set their presence to "idle" when going to the background. In the absence of any other presence source (like being "available" in the desktop), this will appear as "offline" when viewed by someone else.



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    Brian Dupuis
    Genesys - Employees - Sr. Director, PureCloud UI
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  • 8.  RE: Genesys Collaborate mobile app going offline

    Posted 11-02-2023 10:11

    HI Brian,

    We have customers that want to be mobile, when they are mobile they wouldn't necessary have the app in the foreground. 

    In this scenario they would appear offline.

    They would only be online (to the rest of the business) if the app is in foreground.

    Is that correct?

    We also have users that use the communicate app, which doesnt have any presence.

    Seems a better experience if these two apps were merged and presence wasnt impacted by being in the background.



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    Matt Dyson
    British Telecommunications PLC
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  • 9.  RE: Genesys Collaborate mobile app going offline

    Posted 01-29-2024 12:33

    Hey Matt,

    Were you ever able to find a solution/workaround for this issue? My organization is also relatively new to Genesys and we have lots of users who rely on the mobile app to receive direct calls and are unable to since their status shifts to offline. I agree that it would be better for the Collaborate and Communicate apps to be merged.



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    Ruben Chau
    Strike Acceptance
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  • 10.  RE: Genesys Collaborate mobile app going offline

    GENESYS
    Posted 01-29-2024 12:45
    Edited by Brian Dupuis 01-29-2024 13:57

    Hi Ruben,

    My comment was specifically addressing the presence appearance of users, who will show as offline when the Collaborate mobile app is in the background. The Communicate app can still receive calls when in the background. Note that if the inactivity timeout feature is enabled or an org is a HIPAA org (with a default 15-minute inactivity timeout) this will cause the session to be revoked at the activity timeout which means that those devices wouldn't get calls. Sorry for the confusion.



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    Brian Dupuis
    Genesys - Employees - Sr. Director, PureCloud UI
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  • 11.  RE: Genesys Collaborate mobile app going offline

    Posted 01-29-2024 14:18

    Hey Brian,

    Understood. So the offline status appearance doesn't prevent the user from still receiving calls/messages while the app is running in the background. Is there a way to keep the status appearing as available, or as you said, it's intentionally designed to only present available status when the user is on the mobile app actively?



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    Ruben Chau
    Strike Acceptance
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  • 12.  RE: Genesys Collaborate mobile app going offline

    GENESYS
    Posted 01-29-2024 14:22
    Edited by Brian Dupuis 01-29-2024 14:22

    Correct, Communicate will receive calls and Collaborate will show push notifications for incoming direct messages and @mentions in group chats while in the background so long as the apps are given permission to do so at the OS level. There is no way to have the presence remain as available while the apps are in the background.



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    Brian Dupuis
    Genesys - Employees - Sr. Director, PureCloud UI
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  • 13.  RE: Genesys Collaborate mobile app going offline

    NEW MEMBER
    Posted 01-30-2024 23:47
    Edited by Raghunandan HM 01-30-2024 23:51

    Hi Brian,

    When we were testing the incoming call handling via communicate app, we are not able to get the calls in communicate app when app is in background even within few mins of inactivity (even though org level HIPAA setting allows for 15 mins of inactivity).

    The requirement we had was, some users wanted to be mobile and wanted to take calls in communicate app. Any group ring calls coming in they should be able to see alert on mobile communicate app.

    Regards

    Raghu



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    Raghunandan HM
    Cognizant Technology Solutions India Private Limited
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  • 14.  RE: Genesys Collaborate mobile app going offline

    GENESYS
    Posted 02-03-2024 10:37

    I'd recommend getting support through the Care organization. Note that the documentation for the automatic inactivity timeout feature (including the implicit required timeout for HIPAA orgs) states that it is not recommended for use with the mobile apps including Communicate. 



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