FAQs: Collaborate for Android

Yes, the Genesys Cloud mobile apps support FedRAMP compliance. For more information, see the following:

• FAQs: Collaborate for Android
• FAQs: Collaborate for iOS
• FAQs: Communicate for Android
• FAQs: Communicate for iOS
• FAQs: Insights for Android
• FAQs: Insights for iOS

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 Log in to the Genesys Cloud mobile apps.

A session is not meant to be permanent. Sessions expire for security reasons. When you receive the message, log back in to the app.

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.

Collaborate and Communicate have independent logins. If you log out of one, the other is unaffected.

No, when you log into Collaborate, you also log into Tempo.

No. Collaborate for iOS and Android is not a telephony endpoint. For calls on mobile devices, Genesys recommends Genesys Cloud Communicate for iOS, available in the App Store and Genesys Cloud Communicate for Android, available in the Google Play store.

Missing permissions can cause this behavior with Collaborate for Android. 

Collaborate for Android mobile app notifies you of one-to-one chat messages and of group chats where someone mentions you using the @ symbol.

When you enable notifications in the mobile app settings, the mobile device delivers notifications based on the device settings. See Settings > Apps > Collaborate on your Android device. Notifications include badging with badge counts on the app icon.

If you log in on multiple clients, then Genesys Cloud reports your most recent geolocation .

Genesys Cloud reports the most recent geolocation update from the last computer that you used in the following situations:

• If you log out of Collaborate for Android
• If the geolocation times out after the one hour time period

Collaborate on your Android device reports the geolocation when the app is in the foreground and in the background. It also reports if you have closed the app.

To use Collaborate for Android to add a note, tap Add in the Notes section. Then type your note. Tap Save.

To delete a note, tap at the end of the note and then use the backspace key to delete each character of the note.

To use Collaborate for Android to check voicemail messages, follow these steps:

1. Tap Menu and select Calls.
2. Tap Voicemail.
3. Tap the voicemail message that you want to hear.
   
   Note: The list of voicemail messages includes both your personal and group voicemail messages.

For calls on mobile devices, Genesys recommends Genesys Cloud Communicate for Android, available in the Google Play store.

You can download Collaborate for iOS from the App store. Search for Genesys Cloud Collaborate.

You can download Collaborate for Android from the Google Play store. Search for Genesys Cloud Collaborate.

For more information about the Genesys Cloud desktop app, see Desktop app overview.

To check the version of Collaborate for Android that you have, do the following:

1. Tap Menu and select Help.
   If an update is available, an upgrade link appears.
2. To go the Google store and install the new version, tap the An upgrade is available! Download now.

To sign out of the Collaborate for Android, do the following:

1. To the upper left, tap Menu .
2. Tap Settings and then Log Out.

If you previously declined to allow Collaborate for Android access to your geolocation information, you may want to add your geolocation. Or you may want to check your geolocation setting. To check or change your geolocation setting, tap Settings > Location.

When you install Collaborate for Android, the installation process prompts you to allow the app to collect your geolocation information. After you allow your device to share your geolocation, your current geolocation is available in Genesys Cloud.

When you change your status in any app, the change synchronizes with all other apps.

When your desktop browser app presence is Online or Busy, you do not receive notifications on your mobile device unless the mobile app is open.

When your desktop or browser app presence is Away or Offline, you receive notifications your mobile device, even if the mobile app is not open. To stop receiving notification on your mobile device, log out of the mobile app.

Yes. When you delete a group voicemail, you immediately delete it from the group voicemail box. You cannot restore a deleted voicemail.

If you log in from multiple clients, then Genesys Cloud reports your mobile app’s most recent geolocation . 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.

When you log in to the browser app, desktop app, or mobile app, you are prompted to select the region where your organization was created, for example, Americas (US East), Americas (US East 2), Americas (US West), Americas (Canada), Americas (São Paulo), Asia Pacific (Mumbai), Asia Pacific (Seoul), Asia Pacific (Sydney), Asia Pacific (Tokyo), EMEA (Dublin), EMEA (Frankfurt), or EMEA (London). If you are already logged in, log out and log back in with the region selected.

Whether you are in the office, at home, or traveling, your access to Genesys Cloud is routed to the URL corresponding to the location of the Amazon data center for your region. 

If you are unsure of your region, contact your Genesys Cloud administrator. Alternatively, try these work-arounds.

• First time log in: Access the Genesys Cloud login URL for each region. Log in will be successful only with the URL corresponding to your organization’s region.
• Currently logged in: (Web app only) The web app URL corresponds to your organization’s region.