Genesys - Employees - Sr. Director, PureCloud UI
Original Message:
Sent: 01-30-2024 23:46
From: Raghunandan HM
Subject: Genesys Collaborate mobile app going offline
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
Original Message:
Sent: 01-29-2024 14:21
From: Brian Dupuis
Subject: Genesys Collaborate mobile app going offline
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
Original Message:
Sent: 01-29-2024 14:17
From: Ruben Chau
Subject: Genesys Collaborate mobile app going offline
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
Original Message:
Sent: 01-29-2024 12:45
From: Brian Dupuis
Subject: Genesys Collaborate mobile app going offline
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
Original Message:
Sent: 01-29-2024 12:32
From: Ruben Chau
Subject: Genesys Collaborate mobile app going offline
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
Original Message:
Sent: 11-02-2023 10:10
From: Matt Dyson
Subject: Genesys Collaborate mobile app going offline
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
Original Message:
Sent: 01-18-2023 11:30
From: Brian Dupuis
Subject: Genesys Collaborate mobile app going offline
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
Original Message:
Sent: 12-07-2022 14:50
From: Raghunandan HM
Subject: Genesys Collaborate mobile app going offline
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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