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  • 1.  Sound preferences won't stick

    Posted 06-22-2021 16:34
    Our team members who use the Chrome browser are having issues maintaining their sound preferences in Genesys.  Recently they have to reset their sound preference at least daily and sometimes in the middle of their work shift.  Has anyone else experienced this or have tips to have the users sound preferences stick for the softphone?  Thanks.
    #Unsure/Other

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    Diana Lehman
    State of Missouri
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  • 2.  RE: Sound preferences won't stick

    Posted 06-23-2021 01:48
    We're seeing similar things Diana.

    I've been trying to test out Edge browser to see if our users experience the same issues as Chrome. Our users are moving between the office and home based work from day to day, so wasn't sure if this was also impacting sound profiles. Plus we're in Australia and Genesys push out the software updates during office hours, so also investigating if accepting these updates resets their sound profiles to System Default.

    Troubleshooting ongoing...

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    Brett Hartley
    AFSA (Australian Financial Security Authority)
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    Original Message


  • 3.  RE: Sound preferences won't stick

    Posted 06-24-2021 19:12

    Hi Diana,

    We have had a similar experience.
     
    Our agents would be undocking their laptops and re-docking throughout the day and then Genesys would forget the setting.  We deployed a policy to only allow the headset as a sound option and to disregard any other.  

    This started happening again and believe it may be because of the headset. Before going into lockdown all agents were using Jabra headsets and we did not have this issue.  When we all had to start working from home, all spare headsets we had were given out and we could no longer obtain this headset as they were all sold out.  We ended up purchasing a different brand of headset, Sennheiser, and find that the issue only happens to Agents who have this particular headset.

     



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    Emma Budgen
    Guild Insurance Ltd
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    Original Message


  • 4.  RE: Sound preferences won't stick

    Posted 09-29-2021 12:00
    Hi Emma, 

    Did the issue get resolved? we are also facing the issue and updated all the drivers and software versions but did not help.
    If the issue is resolved please share the resolution steps.

    Regards,
    Santhosh Koroth
    +49 172 838 98 38

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    Santhosh Koroth
    +49 172 838 98 38
    Cognizant Technology Solutions
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    Original Message


  • 5.  RE: Sound preferences won't stick

    Posted 09-29-2021 14:13
    Out of curiosity, do these agents have "Clear cookies and site data when you close all windows", under Cookies and other site date, turned on?

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    Jason Tripp
    Independent Health Association, Inc.
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    Original Message


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