We will also get reports from agents when their audio is lost in the middle of an interaction. Or they will answer one call, and the audio is good, and then the next call, the caller can hear them but they cannot hear the caller.
Our agents work in the office or remotely. They use WebRTC and the Genesys web application.
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Linda Decker
New York University
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Original Message:
Sent: 01-11-2022 13:54
From: Sana Sankaranarayanan
Subject: Audio Settings / Headsets
Hello Dean,
Our organization is new to Genesys Pure Cloud platform and our agents are also experiencing the same audio related issues. No audio issues when using MS Teams, but for some reason the audio setting in Genesys falls back to computer's default settings which happens during multiple scenarios,
1. When an agent first login in to their computer for the day
2. For some agents this happens when they are in the middle of an interaction with the customers.
3. During the interaction with customers- suddenly customer can't hear agents.
Do you have any suggestions or recommendations for those scenarios?
Any help is much appreciated.
Thank you,
Sana
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Sana Sankaranarayanan
Service King Paint & Body, LLC
Original Message:
Sent: 04-28-2020 06:30
From: Dean Thames
Subject: Audio Settings / Headsets
The audio setting service was updated a while back and our issues seem to have subsided. Eliminating Skype from the mix helped as well. General focus for us is making sure the agents are trained up to understand both the Genesys UI as well as the audio settings tool bar in the OS + how those two things interact with each other.
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Dean Thames
Koch Business Solutions
Original Message:
Sent: 04-25-2020 04:37
From: Vaun McCarthy
Subject: Audio Settings / Headsets
Any update on this?
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Vaun McCarthy
NTT New Zealand Limited
Original Message:
Sent: 06-10-2019 15:45
From: Dean Thames
Subject: Audio Settings / Headsets
Thanks Angelia,
Not being able to nail down a proper configuration and have it stick is probably our biggest thing... we're not able to say "do these things" and then walk away. Seems like the settings are always changing or reverting.
Let me know if you come up with anything.
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Dean Thames
Koch Business Solutions
Original Message:
Sent: 06-10-2019 13:43
From: Angelia Harper
Subject: Audio Settings / Headsets
We have also seen some of this with a customer. What I am starting to notice is that if the users computer is going to sleep or hibernating (anything that causes the system to lose connection with the cloud) it will default back to the computer settings and not the headset. It does give a prompt to reconnect to the headset, but if they miss that notice it will go back to default. We are still working through this, just wanted to give you my thoughts.
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Angelia Harper
Avtex
Original Message:
Sent: 06-10-2019 13:38
From: Dean Thames
Subject: Audio Settings / Headsets
Hi All,
Interesting issue popped up with regards to a customer who is struggling with their headset & their audio settings in their browser. The headset is visible via the audio manager, and it can be used by both Teams and Skype, but for some reason it's not available via the audio profile via the browser. Has anyone ever seen this? Seems to be defaulting to generic values instead of showing the actual usb device.
#Telephony
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Dean Thames
Koch Business Solutions
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