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 voice communications including making and receiving calls, conference calls, three-way calling, call holding, and participant management across various ACD call types (transferred, directly routed, and on-queue calls). The application requires WebRTC phone capability and 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. Communicate features call recording, call forwarding with configurable timeout settings, call history with queue and wrap-up code details, external contact searching, and displays the organization's Genesys Cloud phone number to call recipients rather than the device number. After Call Work requires wrap-up code selection and optional notes entry, with default wrap-up codes applied if users lack required permissions. Conference call capabilities include adding participants via numeric keypad, contact search, or device contacts; placing entire conferences or individual participants on hold; and removing or disconnecting participants. Search results are limited to five initial matches, with an option to view all results to prevent overwhelming users. Collaborate manages voicemail, personal and group messages, and notes through the Menu > Calls > Voicemail interface, with capabilities to add, edit, and delete voicemail notes visible to group members. Users can add multi-line notes to voicemail messages by tapping Save and using Return to create line breaks; notes added to group voicemail messages are visible to all group members, and deleting notes removes them for the entire group. Both applications support email/password and Single Sign-On authentication with independent login sessions. Sessions expire automatically with a default 30-day expiration for authenticated mobile app users, which cannot be customized; however, organizations using Automatic Inactivity Timeout settings supersede this default, and HIPAA-compliant organizations enforce a 15-minute logout regardless of administrator timeout configuration. Independent mobile app logins do not synchronize across Collaborate and Communicate applications. Both applications support FedRAMP compliance, are available on Google Play Store, and allow customizable ringtones and notification sounds through Android Settings. Communicate provides notifications for incoming calls, missed calls, and voicemails (excluding group mailbox deliveries) with a 30-second call timeout; administrators can configure longer timeout periods, though desktop and web applications continue ringing beyond this duration. Communicate does not support embedded clients, presence status configuration within the application, or voicemail notifications for group mailboxes. Presence status can be set and persisted across desktop, web, and mobile clients using the avatar menu with the "Remember Status" option when appropriate permissions are granted. Administrators can restrict access to the Collaborate mobile app by removing the Mobile > Collaborate > View permission and should increase queue timeout settings to allow sufficient mobile notification delivery time. The applications are downloaded from the Google Play Store, with update availability checked through Menu > Help, and users can log out through Menu > Logout; SSO authentication persists after logout unless manually disabled through the SSO provider's browser settings.