FAQs: Communicate for Android

Genesys Cloud provides two dedicated Android applications—Communicate for telephony and Collaborate for business messaging—that enable remote communication with colleagues, partners, and customers. Communicate supports comprehensive voice communications including making and receiving calls, conference calls, three-way calling, call holding, and participant management across various ACD call types. The application requires specific permissions across Conversation, Mobile, Push Notification Registration, Voicemail, MobileAssociate, and Apps Connections categories to enable full functionality such as call management, recording, conferencing, and voicemail reception. Key features of Communicate include call recording, call forwarding with configurable timeout settings, call history with queue and wrap-up code details, external contact searching, and display of the organization's Genesys Cloud phone number to call recipients. Conference capabilities allow adding participants via numeric keypad, contact search, or device contacts; placing conferences or individual participants on hold; and removing or disconnecting participants, with search results limited to five initial matches. Collaborate manages voicemail, personal and group messages, and notes through the Menu > Calls > Voicemail interface, with multi-line note capabilities visible to group members. Both applications support email/password and Single Sign-On authentication with independent login sessions that expire automatically with a default 30-day expiration for authenticated mobile app users; HIPAA-compliant organizations enforce a 15-minute logout regardless of administrator timeout configuration. Both applications support FedRAMP compliance and are available on Google Play Store with customizable ringtones and notification sounds. Communicate provides notifications for incoming calls, missed calls, and voicemails with a 30-second call timeout configurable by administrators. Notable limitations include no support for embedded clients, presence status configuration within the application, or voicemail notifications for group mailboxes, though presence status can be set across desktop, web, and mobile clients using the avatar menu. Users can log out through Menu > Logout, though Single Sign-On authentication remains active after logout unless explicitly disabled through the SSO provider's browser settings. Genesys Cloud mobile applications are distributed through the Google Play Store with update availability accessible via the Menu > Help option, and additional resources including FAQs and community support channels are available for users.