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Can I receive call center interactions with Communicate for Android or Communicate for iOS?

Yes. With the latest version of Communicate, you can receive the following kinds of ACD calls:

  • Transferred ACD calls
    You receive notification no matter what presence you select.
  • Directly routed ACD calls
    You receive notification if you are in the Available presence.
  • ACD calls while on-queue
    You receive notification if you are in the On-queue presence.

When an ACD call ends, Communicate displays After Call Work (ACW). To complete ACW, follow these steps:

  1. From the Wrap-up Code list, tap the appropriate code.
  2. (Optionally) Enter any notes for the call.
  3. Tap Done.
Notes: 
  • To ensure sufficient time for mobile users to receive call notification, Genesys recommends that admins increase queue timeout settings. For more information, see Alerting timeout in .
  • Without the required wrap-up permissions, Genesys Cloud uses the default wrap-up code that your admin configured for the call. For more information, see FAQs about permissions and requirements.
  • Your call history shows available details of the call, including queue, duration, warp-up code, and so forth. From your call history, you can call the caller back.