Genesys Cloud CX

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  • 1.  Audio Settings / Headsets

    Posted 06-10-2019 13:38
    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.

    AudioSettings01audiosettings02
    #Telephony

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    Dean Thames
    Koch Business Solutions
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  • 2.  RE: Audio Settings / Headsets

    Posted 06-10-2019 13:44
    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
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  • 3.  RE: Audio Settings / Headsets

    Posted 06-10-2019 15:46
    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
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  • 4.  RE: Audio Settings / Headsets

    Posted 04-25-2020 04:37
    Any update on this?

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 5.  RE: Audio Settings / Headsets

    Posted 04-28-2020 06:31
    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
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  • 6.  RE: Audio Settings / Headsets

    Posted 01-11-2022 13:54

    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
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  • 7.  RE: Audio Settings / Headsets

    Posted 5 days ago
    Sana,

    We have our supervisor's run through these items listed in Genesys Tech pub: https://help.mypurecloud.com/articles/test-media-settings/

    We also have them try simple things like ensuring the headset firmware has the latest drivers, trying an alternative USB port (if applicable), and ultimately trying a different headset.

    Thank you,

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    Eric Allen
    Vervent, Inc.
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