Mobile Office

By default, Genesys Cloud places users in a "Not Responding" status when they miss a call. Users remain in this status until they manually change it back, blocking any new calls from being routed to them.

On mobile, missed calls are expected. Users are often in meetings, driving, or away from their phone. To prevent unnecessary downtime, Mobile Office offers RONA (Route-on-No-Answer), which automatically returns users to their previous status after a configurable delay.

How It Works#

• A call is routed to the user and rings on their mobile device.
• The user misses the call and is placed in "Not Responding."
• After the configured delay, Mobile Office automatically restores the user's previous status.
• The user is available to receive calls again without any manual action.

Configuration#

RONA is enabled by default with a 30 second delay. To change this:

• Open the Mobile Office Provisioning portal.
• Navigate to Configuration > Status settings.
• Set your preferred delay before users are automatically returned to their previous status.

Recommendation#

Do not remove this delay or set it too short. Depending on your routing settings, this could cause the same call to be routed to a user repeatedly, even after they have declined it.