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Communicate for iOS: calls and functionality

Can I receive contact center calls with 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.

Can I add another person to an existing call?

Yes. To add another person to an existing call, follow these steps:

  1. While in an active call, tap Expand .
  2. Tap Add Participant.
  3. Do one of the following:
    • To use the numeric keypad to dial a number, at the top of the screen, tap Keypad. Enter the number, and tap Call. When the contact answers, they join your current call.
    • To search for a contact, tap Contacts. Search for the contact. Tap the contact when they appear, and tap Call. When the contact answers, they join your current call.
    • To select a participant from your contact list, tap Pick from Device Contacts. Tap the contact. When the contact answers, they join your current call.
    • To cancel, tap Cancel.

Can I place a conference call on hold?

Yes. To place the conference call on hold, tap Hold .

Can I place a conference participant on hold?

Yes, To place a conference participant on hold, beside the participant’s name, tap More . From the Call Control options, tap Confine .

Can I remove a participant from a conference call?

Yes. To remove a participant from a conference call, beside the participant’s name, tap Disconnect .

Can I leave a conference call?

Yes. To leave a conference call, tap Disconnect .

Can I use the Communicate mobile app with the Genesys embedded clients?

No. Genesys does not support Communicate with any of the Genesys embedded clients, including Genesys Cloud for Salesforce and others.

Can I search for and call Genesys Cloud External Contacts with Communicate for iOS?

Yes, you can use Communicate for iOS to search for and call your organization’s External Contacts.

Why do I only see five results when I search my contacts?

To avoid an overwhelming number of results, Communicate for iOS truncates search results to five. To see all matching results, tap See All.

When I make an outbound call with Communicate for iOS, what number does the recipient see?

The recipient sees your Genesys Cloud phone number instead of the mobile device number.

What does it mean to place calls with another app? If I want to place calls with Communicate, should I enable that option in the phone settings for the desktop or web app?

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.

If I delete a group voicemail, do I delete it for everyone in the group?

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

How can I check my voicemail messages with Communicate for iOS?

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

How can I add notes to a voicemail message in Communicate for iOS?

To add a note, in the voicemail’s Notes section, tap Add . Type your note, then tap Save.

Tip: To insert multiple lines or to differentiate between multiple notes, tap return.

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

Note: If you add a note to a group voicemail message, then everyone in the group sees it. Similarly, if you delete a note from a group voicemail message, then no one in the group sees it.