Ok, I think we figured this out.
This customer's agents do not always have their headsets on, so In order to get the agents' computer to ring on an inbound attempt, we had to set the internal speakers as the default device and the headset as the "default communication device". But I believe the browser saw this applet as a computer related sound, so wasn't passing audio from the headset, or was otherwise getting confused about the audio source.
When we set the headset as the default communications device it worked.
------------------------------
Dean Thames
Koch Business Solutions
------------------------------
Original Message:
Sent: 09-27-2018 16:25
From: Melissa Bailey
Subject: Prompt Recordings From Browser Not Working
It shouldn't be related to the firewall; we do the recording on your computer, then use a public api endpoint to ship it off to PureCloud. I'm going to offer the stupid yet common solution of refreshing your browser. If that doesn't work, can you try opening the console and seeing if there are any errors shown?
------------------------------
Melissa Bailey
Genesys - Employees
Original Message:
Sent: 09-27-2018 16:07
From: Dean Thames
Subject: Prompt Recordings From Browser Not Working
I'm using that version too, Version 69.0.3497.100.
Coincidentally I had an errand to run so came home after that to wfh, and now it's working. I had my co-worker at another location try again and it's not working for her still. Is this possibly firewall related? Would the rules be the same for doing something like this as they would be for purecloud voice webrtc?
------------------------------
Dean Thames
Koch Business Solutions
Original Message:
Sent: 09-27-2018 14:19
From: George Ganahl
Subject: Prompt Recordings From Browser Not Working
I just recorded a new User prompt from browser in Chrome and uploaded it.
Chrome version info:
Google Chrome is up to date
Version 69.0.3497.100 (Official Build) (64-bit)
What browser/version are you using?
------------------------------
George Ganahl
Principal Program Manager
Genesys
Original Message:
Sent: 09-27-2018 14:03
From: Dean Thames
Subject: Prompt Recordings From Browser Not Working
Went to record a few new user prompts this morning, and they're not working all of a sudden. Go to record from browser, and it seems to work, but then when i'm done the upload button is not available....
I checked the permissions and those are there, and the prompt isn't in use by any call flows. I feel like it's something simple/stupid, but not sure.
Any thoughts?
#prompts #purecloud
------------------------------
Dean Thames
Koch Business Solutions
------------------------------