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  • 1.  Audio Settings - Agent alert in headset not working

    Posted 02-11-2019 16:38
    Hello, 

    Has anyone else experienced this... with the new release from Feb 6 (copied below) it seems that our agents who are NOT auto answer do not get the ringing alert in their USB headset. Some agents have to re-create their audio profile while others have to go into the sound preferences turn off the ring alert, turn it back on and then play the test sound just to get it to work again. 

    Having to do this each time they log in... does anyone have a fix? or know how we can solve this? 

    Thank you! 

    PureCloud audio management improvements

    PureCloud users can now create audio configuration profiles and adjust volume levels for audio devices. Audio profiles save device configurations so that users don't have to configure their audio devices each time they use them. The new Device Volumes feature enables users to test and set the volume for separate devices instead of relying on the system volume. For more information, see Create a new audio profile and Set your PureCloud sound level preferences.


    #Roadmap/NewFeatures

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    Kymberli O'Hagan
    Alberta Motor Association
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  • 2.  RE: Audio Settings - Agent alert in headset not working

    GENESYS
    Posted 02-12-2019 09:55
    Are agents logging in via browser, or the desktop client? When they create a new profile, are they setting and saving which device to use, and running the Diagnostics to see if there are any problems?

    If none of those things helps preserve the settings from session to session, you should probably open a Care case to get it properly documented and start the process of getting it diagnosed.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


  • 3.  RE: Audio Settings - Agent alert in headset not working

    Posted 02-12-2019 10:52
    We have the same issue. The exact behavior seems to depend on the Windows version, only the newer version of Windows 10 (1809) seems to be causing most troubles. Some of our systems got upgraded to that version recently as Microsoft has broadened the rollout scope recently. Some agents had success following the instructions in the resource center (see 

    https://help.mypurecloud.com/articles/configure-a-plantronics-headset/ ), others had to fix it in the Windows sound settings.

    So far our IT support managed to fix this for our affected agents.



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    Sven Schiller
    Kognitiv
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    Original Message


  • 4.  RE: Audio Settings - Agent alert in headset not working

    GENESYS
    Posted 02-12-2019 11:37
    I am on Windows 10 1809, and haven't experienced any issues yet...but I don't use an agent headset. I use a microphone and headphones run through a sound card.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


  • 5.  RE: Audio Settings - Agent alert in headset not working

    Posted 04-16-2019 13:13
    We are having continuing issues with this in multiple organizations. It's really becoming a situation as the agents are complaining to their managers, and that's all the managers are hearing... agents missing calls not liking the app. 

    Upshot is that they are really struggling with the audio settings.... default device vs. default communication device vs. device profile, etc... My has essentially reverted to headset guy, which is what it was 30 years ago. And I hate headsets. 

    @Kymberli O'Hagan - did you ever land on a fix or a best practice? ​

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    Dean Thames
    Koch Business Solutions
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    Original Message


  • 6.  RE: Audio Settings - Agent alert in headset not working

    Posted 05-31-2019 09:28
    Has anyone seen any relief from this? What we are seeing with one user is that no matter how many times she sets up her Audio Profile for her WebRTC, she has to go back and select it to get the volume (ringer) to function. Sometimes she has to completely recreate the profile. What we have noticed is that she will sometimes see this after her computer goes to sleep. When this occurs, and she logs back on, her PureCloud will request that she change back to her profile, but if she says yes, it will not, it will default to her computer settings. I am pending more logs and the Assessment tool being run on her computer. It is strange that it is only one user for us.

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    Angelia Harper
    Avtex
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    Original Message


  • 7.  RE: Audio Settings - Agent alert in headset not working

    Posted 06-13-2019 14:07
    This is still occurring for us... I'm really interested in some input from Genesys on this. Multiple users across multiple organizations who have audio settings going away in the browser, in the app and in the OS... very, very frustrating. 

    Where do the audio profile settings live when using the chrome browser? What would cause those to go away? Why aren't they persistent?

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    Dean Thames
    Koch Business Solutions
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    Original Message


  • 8.  RE: Audio Settings - Agent alert in headset not working

    Posted 06-13-2019 16:03
    In talking with a customer about this today, she felt strongly that the issues began occurring with the profile settings going away/not being persistent at the time of the change over to the audio profiles, which is where this thread started. 

    Issue that customer and her team are having is they can't get the default communications device and default device settings to remain in place in the pure cloud settings so that the computer rings audibly on a notification but the talking and listening occur through the headset.

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    Dean Thames
    Koch Business Solutions
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    Original Message


  • 9.  RE: Audio Settings - Agent alert in headset not working

    Posted 06-19-2019 08:37
    Current strategy for us in working with customers on this issue is to make sure that they log out of PureCloud at the end of the day prior to closing their browser... Just a theory at this point, but seems to be a relationship between leaving the browser up overnight / just locking the workstation and losing the audio profile.

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    Dean Thames
    Koch Business Solutions
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    Original Message


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