Genesys Cloud CX

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  • 1.  Audio Profiles not persistant

    Posted 05-15-2022 21:17
      |   view attached
    Hey all,

    We've got a customer who uses Jabra Engage 75 (and extensions) with Cloud. This customer has agents that hot desk so will take their headsets with them.
    We have a situation where agents are setting up audio profile on PC A and when they take their existing headset to PC B the audio profile is visible but it is greyed out and can't be selected.

    Has anyone had this issue before?

    Thanks
    #Telephony

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    Joshua Civitareale
    Veridian Solutions
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  • 2.  RE: Audio Profiles not persistant

    Posted 05-16-2022 02:56
    Hi Joshua,

    What circumstances are you facing this issue? like when first login in a day or after sleep mode, etc. Because we are also facing this issue. But Genesys cancel our case due to unable to replicate this issue. We tried the different account on the same system, we will able to replicate the issue. But impacted credential login into the another system, issue not observed. So, we requested user to change system and test the scenario.

    Thanks n' Regards,
    Sundar

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    Sundaram Pillai
    Cognizant Technology Solutions India Private Limited
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  • 3.  RE: Audio Profiles not persistant

    Posted 05-16-2022 19:09
    Hey Sundar,

    It's only at one customer site and they're using Edge Chromium. They have other sites that are using the same Genesys org that don't have this issue.
    It happens all the time, first login, after sleep mode.

    I was able to replicate via troubleshooting with them logging into their machines with my account.
    Have you tried Chrome and if this fixed the issue?

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    Joshua Civitareale
    Veridian Solutions
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  • 4.  RE: Audio Profiles not persistant

    Posted 05-16-2022 04:09
    Hi, i have seen this issue to. It does seem to happen less using Google Chrome as my web browser.

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    Andrew Lewis
    Health Management Ltd
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  • 5.  RE: Audio Profiles not persistant

    Posted 05-18-2022 20:21
    Is it in specific browsers? Have you come across scenarios where it's consistent or is it inconsistent?

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    Joshua Civitareale
    Veridian Solutions
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  • 6.  RE: Audio Profiles not persistant

    Posted 05-19-2022 10:12
    When there has been an issue it has always been with the edge browser.

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    Andrew Lewis
    Health Management Ltd
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  • 7.  RE: Audio Profiles not persistant

    Posted 05-19-2022 02:34
    Hi Joshua

    It's my understanding that audio device profiles are stored within GC within one of their own "internal" DB Services.  It may well be that this includes some specific hardware ID from the original PC where that device profile was created.  So while the user will see those profiles, if the hardware ID doesn't match what was on the original PC, that could be why it's listed but "disabled".  If it's inconsistent that could be why.


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    Vaun McCarthy
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