Genesys settings to verify to ensure Mobile Office works correctly
1. Disable Persistent connection & Placing calls with other app#
Please make sure to correctly configure the following settings in Genesys Cloud to ensure the audio correctly comes through:
- Disable "Persistent Connection" (admin -> phone management)
- Disable "Placing calls with other app" (calls -> settings -> phone settings)
If one of these options are not disabled, you risk not having the audio stream on Mobile Office.
2. Verify queue timeout settings#
It's important to set the Queue Timeout settings of the queues that your mobile users are using high enough. We recommend setting this to at least 20 seconds so mobile users have enough time to take a call before it gets served to another user. You can do this in the queue settings.
3. Firewall settings#
In case your organization has a firewall configured and Mobile Office (the app and admin page) doesn't work, you should open up the following domains:
- *.idealsystemscloud.com (help center)
- *.idealsystemscloud.be (click-to-dial, legal docs)
- *.mobileofficecloud.com (application back-end)
More info on the firewall settings can be found in this article.
4. Attempt recovery#
Follow the steps in this article to ensure calls don't drop when the connection drops momentarily.