Genesys Cloud CX

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  • 1.  After unlocking the PC the headset is no longer recognized

    Posted 10-22-2021 11:45
    Hello All,

    During the day of work if user go for a break system/laptop goes in to sleep mode. After unlocking the PC the headset is no longer recognized. User always need to "refresh" (using F5), only then the correct headset is recognized. See attached screenshots.
    What needs to be done to enable automatic recognition of the head set, anyone else facing this issue, so far 2 users reported this issue.
    Genesys_1_Message_after_login
    et (also after logging in again)?
    #AskMeAnything(AMA)

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    Santhosh Koroth
    +49 172 838 98 38
    Cognizant Technology Solutions
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  • 2.  RE: After unlocking the PC the headset is no longer recognized

    Posted 10-23-2021 11:50
    I strongly suggest you setup audio profiles for all users.  Most of the audio issues we have seen are due to Windows not enumerating the devices in the same way and causing conflicts in the mapping between GC and Windows.  The profile will insure the same device is used each time.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: After unlocking the PC the headset is no longer recognized

    NEW MEMBER
    Posted 10-25-2021 04:12
    We've got the same issue despite creating audio profiles for all users.

    We had rolled out a group policy to stop the USB ports going to sleep which seemed to resolve the issue for a short period but now its happening more than ever.

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    Harpal Dhillon
    Foxtons Limited
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  • 4.  RE: After unlocking the PC the headset is no longer recognized

    Posted 10-25-2021 08:50
    Hi Harpal,

    This is not happening with all the users, I am just wondering is this specific to any head set model?

    Regards,
    Santhosh

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    Santhosh Koroth
    +49 172 838 98 38
    Cognizant Technology Solutions
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  • 5.  RE: After unlocking the PC the headset is no longer recognized

    NEW MEMBER
    Posted 10-25-2021 09:12
    @Santosh We use a mix of Jabra Evolve 20's and MPOWs  but both show the same behaviour.​

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    Harpal Dhillon
    Foxtons Limited
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  • 6.  RE: After unlocking the PC the headset is no longer recognized

    Posted 10-25-2021 08:48
    Hi Robert,

    We have created the audio profiles and reinstalled the GC but did not help.

    Regards,
    Santhosh Koroth

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    Santhosh Koroth
    +49 172 838 98 38
    Cognizant Technology Solutions
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  • 7.  RE: After unlocking the PC the headset is no longer recognized

    Posted 10-26-2021 06:29
    This issue is not happening with Teams application so users are adamant that the issue with GenesysCloud. I don't have any clue what could be the real cause.

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    Santhosh Koroth
    +49 172 838 98 38
    Cognizant Technology Solutions
    ------------------------------