Installation troubleshooting and questions
Here we list some common issues that might occur during your installation process. If you face any different issues or have questions, please reach out to mosupport@idealsystems.be.
How to activate Mobile Office via AppFoundry?#
Please have a look at our Getting Started guide for more info on the general setup.
Which permissions do I need to perform the installation?#
Only users who have the 'MASTER_ADMIN' role in Genesys Cloud can install Mobile Office via AppFoundry.
Error: the offering is currently unavailable from your Genesys Reseller.#
When trying to activate Mobile Office from the AppFoundry page and you receive the message "The offering is currently unavailable from your Genesys Reseller", please contact your reseller.
Resellers are enabled to decide which premium applications they offer to their customer base on AppFoundry. More information on how your reseller can activate this, can be found here.
What Genesys license(s) do my users need to use Mobile Office?#
The app works with Genesys Cloud Communicate licenses as well as Genesys Cloud 1-3 licenses.
Depending on your license, some functionality may be hidden in the app, as it is bound to the specific functionalities included in the Genesys license.
Mobile Office cannot be used with Collaborate licenses.
The App says my organisation is "Not licensed"#
In order to use Mobile Office, you need to acquire licenses via Genesys AppFoundry. During the purchase process you will run through an activation wizard – as long as it has not been completed and you try to login, you will get this message.
The App says my user is "Not licensed"#
When licenses are purchased through Genesys AppFoundry, the user will need one of the below permissions - depending on the type of Genesys license - assigned in order to login into Mobile Office:
- For Genesys Cloud 1-3 users: integration:mobileOfficeApps:View
- For Genesys Cloud Communicate users: integration:mobileOfficeCommunicate:view
After a first login, I see a white screen with the text "Redirecting"#
This might be due to the Genesys OAuth clients which are not yet authorized. In a normal case, this was done via the installation wizard.
If you still get this error, try logging in as an admin via https://admin.idealsystemscloud.be
While running the Appfoundry installation wizard, I run into a timeout#
After the login call Mobile Office stores some installation data in a local cookie. Please make sure your browser allows the use of cookies and that no popup-blockers are activated. You can rerun the installer. You can find all steps of the installation guide here.
Who can access the admin page and where can I find it?#
Users who have the 'MASTER_ADMIN' or 'MO_ADMIN' (name of the role is case sensitive, the content does not matter) can access the module at: https://admin.idealsystemscloud.be
If I have a firewall, do I need to whitelist certain domains?#
Yes, you should open up the following domains: "*.idealsystemscloud.be", "*.idealsystemscloud.com" and "*.mobileofficecloud.com" in order for Mobile Office to work with your firewall setup.
The app says there are no phones available?#
By default, we will use the 'default station' which is assigned to your user. The app supports both 'remote phone' and 'Genesys WebRTC' stations, but not other types (hardphones/..). By searching, you can select a station which was defined inside the Genesys layer.
When using the remote phone setup, why are my calls going to my operator voicemail instead of Genesys?#
When a call reaches the cellphone, and is routed via Genesys Cloud, we identify the following use classes
-
Reject with native IOS/Android dialog
In this case, on PSTN level you're redirecting the call to the voicemail. The app doesn't come into play in this scenario - and from Genesys Cloud perspective, it looks like someone answered the call. Unfortunately, for this use case there is no solution: the app cannot intervene here (unless you would use scenario 2, where you click on the reject button in the app).
-
Reject using the reject button in the mobile app
This is actually the only case of the 3 scenarios where the app comes into play - for the 2 others, there is no communication with the app, only between Genesys Cloud, your PSTN provider, and your mobile phone. When this button is clicked, via the Genesys Cloud platform API, a reject is issued. This allows routing on Genesys Cloud side to react (send to voicemail, or route to another target)
No response within x seconds from the user
Here it depends on the voicemail settings in Genesys Cloud vs your mobile phone. In Genesys Cloud, on the level of your person object (see below), there's the option Timeout seconds.
admin > people > phone
For the scenario in which the user does not respond in time, you should ensure that the value on Genesys Cloud is configured to a lower value then on your cellphone (for example: if your cellphone's settings state to redirect after 30 seconds to your PSTN provider's voicemail, the value on Genesys Cloud should be set lower then 30 seconds).
How to avoid users becoming "Not ready" when missing a call?#
Configure RONA settings in the admin portal. By default, users will be put in a 'not-responding' state for 30 seconds. After 30 seconds, we will put them back in their last known state (available or on queue).
How to avoid users receiving two calls via Mobile Office at the same time?#
Go to admin portal -> Status settings -> Auto off queue and turn on this option. If a user accepts a voice interaction (note: only ones monitored by Genesys Cloud and not personal calls), they will be put in the BUSY state, thereby avoiding getting other calls. Once the voice stream is released, they will revert to their previous state (OnQueue or other).
Please note that Mobile Office only supports 1 simultaneous voice call via Genesys Cloud at the same time.
Why aren't all ACD queues visible?#
For performance reasons, the list of ACD queues is filtered. To apply your own queue filter, go to admin portal -> Queue settings -> Queue filter.
WebRTC is not working, how can I debug?#
For WebRTC, the app connects directly to the Genesys Cloud WebRTC gateway. See this article for the ranges of IP addresses used by the Genesys platform: https://help.mypurecloud.com/articles/cidr-ip-address-range-for-cloud-media-services/
To debug the WebRTC connection, a tool is offered by Genesys on the below URL (attention - specific URL per region) https://help.mypurecloud.com/articles/run-the-standalone-genesys-cloud-webrtc-diagnostics-app/
SMS is not working?#
If SMS is not working, please make sure that the 'create sms' functionality is active for users with the following permission: sms:phoneNumber:view
Why can't users see their available status?#
For Genesys Cloud 1-3 users, we hide the available status by default. It can be enabled in the admin console.
How do I contact support and is it included in the license fee?#
Yes, email support with responses within 5 days is included in the pricing.
If you have support questions, please reach out to mosupport@idealsystems.be and our support team will get back to you. You can also find the contact link at the top of the help center.
Where can I find the apps?#
Our apps are publicly available in the App stores. Please find the links below: