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FAQs: Mobile apps

Do the Genesys Cloud mobile apps support FedRAMP compliance?

How do I log in to the Genesys Cloud mobile apps?

Note: Before you log in to any of the Genesys mobile apps, such as Collaborate, Communicate, Tempo or Insights, make sure that you have the latest version of the app from the App Store or the Google Play store.
  1. To launch the app, on your home screen, tap its icon.
  2. At the bottom of the screen tap Login. and follow the prompts. For more information, see .

Can an admin disable a user’s access to Genesys Cloud mobile apps?

Yes, an admin can deny access to the Genesys Cloud mobile apps. To do so, remove the appropriate permission from the user:

  • For Collaborate, remove the Mobile > Collaborate > View permission from the user.
  • For Communicate, remove the Mobile > Communicate > View permission from the user.
  • For Genesys Tempo™, remove the Mobile > Tempo > View permission from the user.

What does it mean to place calls with another app? Should I enable that option in Phone Settings for the desktop or web app if  I want to place calls with Communicate?

This option allows you to make calls with third party-applications. Communicate is not a third-party app. Do not enable this option for use with Communicate.

What is the difference between Genesys Collaborate for Android and iOS and Genesys Communicate for Android and iOS?

Collaborate is a chat application that allows you to collaborate with your business colleagues, and Communicate is a telephone application that allows you to call your colleagues, partners, and customers from virtually anywhere.

Where can I find answers to frequently-asked questions about Genesys Tempo for iOS?

You can find a list of FAQs for Genesys Tempo for iOS .

Where can I find answers to frequently-asked questions about Genesys Tempo for Android?

You can find a list of FAQs for Genesys Tempo for Android .

Where can I find answers to frequently-asked questions about Communicate for iOS?

You can find a list of FAQs for Communicate for iOS .

Where can I find answers to frequently-asked questions about Communicate for Android?

You can find a list of FAQs for Communicate for Android .

Where can I find answers to frequently-asked questions about Collaborate for iOS?

You can find a list of FAQs for Collaborate for iOS .

Where can I find answers to frequently-asked questions about Collaborate for Android?

You can find a list of FAQs for Collaborate for Android .

How does my current geolocation sync between the browser or desktop apps and the mobile app?

If you log in from multiple clients, then Genesys Cloud reports your mobile app’s most recent . In other words, your mobile device’s geolocation is primary when you use multiple Collaborate clients:

  • If you are logged into multiple Collaborate clients, for example, the web browser app on your work computer, the desktop app on your home computer, and the mobile app on your mobile phone, the most recent geolocation update from the mobile app is reported.
  • If you are not logged into the Collaborate for iOS or Android, or if the geolocation on the mobile phone timed out after the one hour timeout period, Genesys Cloud reports the most recent geolocation update from the last computer that you used.
Note: Android phones report geolocation when the app is foregrounded, backgrounded and terminated (swiped out);  iOs phones report geolocation when the app is foregrounded, but not when backgrounded or terminated, due to battery drain.

Why do I still get mobile app notifications after I close Genesys Cloud?

Genesys Cloud mobile apps continue to push notifications unless you log out of Genesys Cloud. Closing the app does not automatically log you out.