FAQs: Collaborate for Android
Do the Genesys Cloud mobile apps support FedRAMP compliance?
Yes, the Genesys Cloud mobile apps support FedRAMP compliance. For more information, see the following:
How do I log in to the Genesys Cloud mobile apps?
- To launch the app, on your home screen, tap its icon.
- At the bottom of the screen tap Login. and follow the prompts. For more information, see Log in to the Genesys Cloud mobile apps.
Why do I get a Session Expired message?
A session is not meant to be permanent. Sessions expire for security reasons. When you receive the message, log back in to the app.
- If your organization uses Automatic Inactivity Timeout, Collaborate logs you out after the set period of inactivity, superseding the default timeout.
- If your organization is HIPAA complaint, Collaborate logs you off after 15 minutes, even if your admin does not set the inactivity timeout. Even if your admin sets the inactivity timeout, the maximum amount can be no more than 15 minutes.
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.
What happens if I am signed into both Collaborate and Communicate and I sign out of one?
Collaborate and Communicate have independent logins. If you log out of one, the other is unaffected.
If I log into Collaborate for Android, do I need to log in to Genesys Tempo™ for Android separately?
No, when you log into Collaborate, you also log into Tempo.
Can I receive calls with the Collaborate mobile app?
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.
Why are Collaborate for Android users missing expected functionality, such as the inbox or call controls?
Missing permissions can cause this behavior with Collaborate for Android.
On Android devices, what do I receive notifications for and how?
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.
How does my current geolocation sync between Collaborate for Android and the desktop or browser apps?
If you log in on multiple clients, then Genesys Cloud reports your most recent .
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.