Mobile Office

1. Interaction types#

Supported:

• ACD calling (inbound/outbound)
• Direct calling
• Callbacks (including internal callbacks)
• Preview campaigns
• Voicemail & Voicemail Transcriptions
• SMS (inbound/outbound, including outbound direct routing SMS queues)
• WhatsApp voice (inbound)
• WhatsApp messages (inbound/outbound)
• Open media (inbound)
• Web messaging

Not-supported:

• Progressive campaigns
• Email
• Open media (outbound)

2. Features#

Supported

• External login (available option in admin console)
• Secure pause, also on non-ACD calls (available option in admin console)
• SecureFlow (available option in admin console)
• Status (including out-of-office)
• Summaries (copilot)
• Click-To-Dial, Click-To-SMS & Click-To-WhatsApp for CRMs to launch interactions via Mobile Office
• Canned responses, including variable substitution (only responses linked to your current queue are shown)
• Participant data
• Transcriptions
• Recordings
• Wrap-up codes
• Genesys contacts
• WebRTC + PSTN calling
• Call notes (+transferring call notes)
• Contact notes
• Transfer
• Consult
• Voice Notes

Not-supported

• Custom scripts (due to the custom nature of each script, it's not possible to properly display scripts on mobile)
• Handling two voice calls at the same time
• Genesys contact creation

3. Languages#

Supported:

• English
• Spanish
• French
• Dutch
• Danish
• Norwegian
• Italian
• Finnish
• Portuguese
• Portuguese (Brazil)
• Japanese