Mobile Office

Mobile Office for Genesys supports two voice calling methods: WebRTC (internet-based calling) and PSTN (traditional phone network calling). While WebRTC is the default and preferred method, PSTN serves as a fallback for users experiencing poor internet connectivity.

As an administrator, you need to configure a remote phone in Genesys Cloud before a user can switch to PSTN calling in the Mobile Office app. This article walks you through that setup process.

When should PSTN be used?#

PSTN calling is intended as an alternative to WebRTC for users who are working in environments with unreliable WiFi or weak mobile data (4G/5G) connections. It uses the user's mobile phone SIM card and regular phone network to handle voice calls instead of routing them over the internet.

This is especially useful for field workers, employees in areas with poor coverage, or temporary situations where internet quality drops.

How PSTN works with Mobile Office#

It is important to understand how PSTN behaves differently from WebRTC so you can inform your users accordingly.

Different for inbound calls with PSTN:#

The call arrives as a regular phone call, not as a Mobile Office call. If the user still has some internet connectivity, they can open the Mobile Office app to view the call details.

Different for outbound calls with PSTN:#

• The user initiates the call from the Mobile Office app.
• Genesys Cloud first calls the user on their mobile phone via PSTN. The user will always see the same number calling them, regardless of who they are calling.
• Once the user answers the incoming call, Genesys connects them to the customer or recipient using the queue number.

Note: Even though the voice call travels over the cellular network, Genesys Cloud still controls routing, recordings (if configured), and call logging.

Setting up PSTN for your users#

Prerequisites#

Before you begin, make sure you have:

• Genesys Cloud admin access with the permission: Telephony > Plugin > All
• A remote phone base settings profile already created in Genesys Cloud
• The user's mobile phone number in E.164 format (e.g., +32471234567)

Step 1: Create a remote phone in Genesys Cloud#

Follow the steps defined in this Genesys article: https://help.genesys.cloud/articles/configure-remote-phone/

Step 2: inform the user#

Once the remote phone is created in Genesys Cloud, the user can select it in the Mobile Office app. Since a remote phone in Genesys is not assigned to a user directly, all user theoretically have access to all remote phones. It is important that you share the name of the remote phone with them. We recommend doing this in a scalable, recognizable structure like "PSTNPhone{NAME}".

You can share this user article with them as well: https://help.idealsystemscloud.com/mobile-office/admin/article/ce9724a2-0ccb-4301-93df-7f1f669a42b8/alternative-for-bad-internet-connection-understanding-pstn-calling