Genesys Cloud - Main

Hi! 

Since we went live with Genesys Cloud back in Feb of 2025, we have experienced intermittent audio issues at the start of some calls. 

The issue, simply put, is that the agents are not able to hear any audio from Genesys, resulting in them hanging up the call and calling the customer back.

We've spoken to support but since they see call-media from both parties in Genesys, we didn't get much help further. 

Has anyone else experienced this, and if so, how did you solve it? 

Hello David, 

Just curious have you also checked with your SBC/Carrier as well? One way audio especially intermittent is very difficult to pin down and could be a number of issues. Ranging from headphones, network to SBC/Carrier. 

Cheers, 

Hi! 

Since we went live with Genesys Cloud back in Feb of 2025, we have experienced intermittent audio issues at the start of some calls. 

The issue, simply put, is that the agents are not able to hear any audio from Genesys, resulting in them hanging up the call and calling the customer back.

We've spoken to support but since they see call-media from both parties in Genesys, we didn't get much help further. 

Has anyone else experienced this, and if so, how did you solve it? 

Hi! 

Yes we have checked with them, and they are not seeing any problems either. 

The odd thing is that in the recordings, there is audio from both agent/customer but the audio does not go to the agents headset. 

This leads me to think it's headset related, but having a very hard time pinpointing it. 

Hello David, 

Just curious have you also checked with your SBC/Carrier as well? One way audio especially intermittent is very difficult to pin down and could be a number of issues. Ranging from headphones, network to SBC/Carrier. 

Cheers, 

Hi! 

Since we went live with Genesys Cloud back in Feb of 2025, we have experienced intermittent audio issues at the start of some calls. 

The issue, simply put, is that the agents are not able to hear any audio from Genesys, resulting in them hanging up the call and calling the customer back.

We've spoken to support but since they see call-media from both parties in Genesys, we didn't get much help further. 

Has anyone else experienced this, and if so, how did you solve it? 

Hi David,

Have you set your WebRTC phones to use a persistent connection?

We have had a similar problem at one site and found that it can take up to 8 seconds (usually much less) for the audio to be established to some headsets. Persistent connection keeps the connection open between calls, but it doesn't overcome the problem at the first call, or if the persistence timer expires. 

You might also check your network performance where the agents are.

Hi! 

Yes we have checked with them, and they are not seeing any problems either. 

The odd thing is that in the recordings, there is audio from both agent/customer but the audio does not go to the agents headset. 

This leads me to think it's headset related, but having a very hard time pinpointing it. 

Hello David, 

Just curious have you also checked with your SBC/Carrier as well? One way audio especially intermittent is very difficult to pin down and could be a number of issues. Ranging from headphones, network to SBC/Carrier. 

Cheers, 

Hi! 

Since we went live with Genesys Cloud back in Feb of 2025, we have experienced intermittent audio issues at the start of some calls. 

The issue, simply put, is that the agents are not able to hear any audio from Genesys, resulting in them hanging up the call and calling the customer back.

We've spoken to support but since they see call-media from both parties in Genesys, we didn't get much help further. 

Has anyone else experienced this, and if so, how did you solve it? 

Hi! 

Yes we have checked with them, and they are not seeing any problems either. 

The odd thing is that in the recordings, there is audio from both agent/customer but the audio does not go to the agents headset. 

This leads me to think it's headset related, but having a very hard time pinpointing it. 

Hello David, 

Just curious have you also checked with your SBC/Carrier as well? One way audio especially intermittent is very difficult to pin down and could be a number of issues. Ranging from headphones, network to SBC/Carrier. 

Cheers, 

Hi! 

Since we went live with Genesys Cloud back in Feb of 2025, we have experienced intermittent audio issues at the start of some calls. 

The issue, simply put, is that the agents are not able to hear any audio from Genesys, resulting in them hanging up the call and calling the customer back.

We've spoken to support but since they see call-media from both parties in Genesys, we didn't get much help further. 

Has anyone else experienced this, and if so, how did you solve it? 

Hi! 

Since we went live with Genesys Cloud back in Feb of 2025, we have experienced intermittent audio issues at the start of some calls. 

The issue, simply put, is that the agents are not able to hear any audio from Genesys, resulting in them hanging up the call and calling the customer back.

We've spoken to support but since they see call-media from both parties in Genesys, we didn't get much help further. 

Has anyone else experienced this, and if so, how did you solve it? 

#Telephony

------------------------------
David Resch
------------------------------

Hi David,

please use the "flag" feature for tagging such calls, so GC support can check them. Feel free to raise cases with them until resolved. Unfortunately their help page does not have any easy to use checklist, there are pages, sections, not easy to sift through, you need to compile your own checklist of OS + sound + headset + power saving + webbrowser settings.

Cheers

------------------------------
Peter Sandor
Contact Center Senior System Engineer

Original Message:
Sent: 06-25-2025 02:45
From: David Resch
Subject: Audio issues in the start of calls

Hi! 

Since we went live with Genesys Cloud back in Feb of 2025, we have experienced intermittent audio issues at the start of some calls. 

The issue, simply put, is that the agents are not able to hear any audio from Genesys, resulting in them hanging up the call and calling the customer back.

We've spoken to support but since they see call-media from both parties in Genesys, we didn't get much help further. 

Has anyone else experienced this, and if so, how did you solve it? 

#Telephony

------------------------------
David Resch
------------------------------

Thank you for the tip, I will keep that in mind if we raise the case again, the issue is that all audio is present in the system, so they had a hard time seeing any issues. 

------------------------------
David Resch

Original Message:
Sent: 06-26-2025 02:32
From: Peter Sandor
Subject: Audio issues in the start of calls

Hi David,

please use the "flag" feature for tagging such calls, so GC support can check them. Feel free to raise cases with them until resolved. Unfortunately their help page does not have any easy to use checklist, there are pages, sections, not easy to sift through, you need to compile your own checklist of OS + sound + headset + power saving + webbrowser settings.

Cheers

------------------------------
Peter Sandor
Contact Center Senior System Engineer

Original Message:
Sent: 06-25-2025 02:45
From: David Resch
Subject: Audio issues in the start of calls

Hi! 

Since we went live with Genesys Cloud back in Feb of 2025, we have experienced intermittent audio issues at the start of some calls. 

The issue, simply put, is that the agents are not able to hear any audio from Genesys, resulting in them hanging up the call and calling the customer back.

We've spoken to support but since they see call-media from both parties in Genesys, we didn't get much help further. 

Has anyone else experienced this, and if so, how did you solve it? 

#Telephony

------------------------------
David Resch
------------------------------

also be carefull with persistent webrtc connection, it means constant mic on, likely GDPR / union agreements breaking topics

------------------------------
Peter Sandor
Contact Center Senior System Engineer

Original Message:
Sent: 06-26-2025 02:36
From: David Resch
Subject: Audio issues in the start of calls

Thank you for the tip, I will keep that in mind if we raise the case again, the issue is that all audio is present in the system, so they had a hard time seeing any issues. 

------------------------------
David Resch

Original Message:
Sent: 06-26-2025 02:32
From: Peter Sandor
Subject: Audio issues in the start of calls

Hi David,

please use the "flag" feature for tagging such calls, so GC support can check them. Feel free to raise cases with them until resolved. Unfortunately their help page does not have any easy to use checklist, there are pages, sections, not easy to sift through, you need to compile your own checklist of OS + sound + headset + power saving + webbrowser settings.

Cheers

------------------------------
Peter Sandor
Contact Center Senior System Engineer

Original Message:
Sent: 06-25-2025 02:45
From: David Resch
Subject: Audio issues in the start of calls

Hi! 

Since we went live with Genesys Cloud back in Feb of 2025, we have experienced intermittent audio issues at the start of some calls. 

The issue, simply put, is that the agents are not able to hear any audio from Genesys, resulting in them hanging up the call and calling the customer back.

We've spoken to support but since they see call-media from both parties in Genesys, we didn't get much help further. 

Has anyone else experienced this, and if so, how did you solve it? 

#Telephony

------------------------------
David Resch
------------------------------

In what way is it "constant on"? Does this mean it's recording at all times or just active and picking up sound? 

also be carefull with persistent webrtc connection, it means constant mic on, likely GDPR / union agreements breaking topics

------------------------------
Peter Sandor
Contact Center Senior System Engineer

Original Message:
Sent: 06-26-2025 02:36
From: David Resch
Subject: Audio issues in the start of calls

Thank you for the tip, I will keep that in mind if we raise the case again, the issue is that all audio is present in the system, so they had a hard time seeing any issues. 

------------------------------
David Resch

Original Message:
Sent: 06-26-2025 02:32
From: Peter Sandor
Subject: Audio issues in the start of calls

Hi David,

please use the "flag" feature for tagging such calls, so GC support can check them. Feel free to raise cases with them until resolved. Unfortunately their help page does not have any easy to use checklist, there are pages, sections, not easy to sift through, you need to compile your own checklist of OS + sound + headset + power saving + webbrowser settings.

Cheers

------------------------------
Peter Sandor
Contact Center Senior System Engineer

Original Message:
Sent: 06-25-2025 02:45
From: David Resch
Subject: Audio issues in the start of calls

Hi! 

Since we went live with Genesys Cloud back in Feb of 2025, we have experienced intermittent audio issues at the start of some calls. 

The issue, simply put, is that the agents are not able to hear any audio from Genesys, resulting in them hanging up the call and calling the customer back.

We've spoken to support but since they see call-media from both parties in Genesys, we didn't get much help further. 

Has anyone else experienced this, and if so, how did you solve it? 

#Telephony

------------------------------
David Resch
------------------------------

Hi! 

Since we went live with Genesys Cloud back in Feb of 2025, we have experienced intermittent audio issues at the start of some calls. 

The issue, simply put, is that the agents are not able to hear any audio from Genesys, resulting in them hanging up the call and calling the customer back.

We've spoken to support but since they see call-media from both parties in Genesys, we didn't get much help further. 

Has anyone else experienced this, and if so, how did you solve it? 

We see this issue randomly as well. We use the Genesys desktop app and have Persistent Connection enabled for all our WebRTC phones. We've been having agents call their voicemail after logging in to initiate the connection. This seems to help sometimes. Some users find that logging out of the app and logging back in helps. Have opened tickets with our vendor but no permanent fix has been found.

Hi! 

Since we went live with Genesys Cloud back in Feb of 2025, we have experienced intermittent audio issues at the start of some calls. 

The issue, simply put, is that the agents are not able to hear any audio from Genesys, resulting in them hanging up the call and calling the customer back.

We've spoken to support but since they see call-media from both parties in Genesys, we didn't get much help further. 

Has anyone else experienced this, and if so, how did you solve it? 

Update: 

We have had persistent connection on for the past 24 hours and have gone from 60-75 reports per day down to 2 yesterday! 

Followup question from my end, is there any clear drawback to setting the timeout time for the connection to say, 5 hours? 

------------------------------
David Resch

Original Message:
Sent: 06-26-2025 14:36
From: Steph Voelker
Subject: Audio issues in the start of calls

We see this issue randomly as well. We use the Genesys desktop app and have Persistent Connection enabled for all our WebRTC phones. We've been having agents call their voicemail after logging in to initiate the connection. This seems to help sometimes. Some users find that logging out of the app and logging back in helps. Have opened tickets with our vendor but no permanent fix has been found.

------------------------------
Steph Voelker
Systems Administrator

Original Message:
Sent: 06-25-2025 02:45
From: David Resch
Subject: Audio issues in the start of calls

Hi! 

Since we went live with Genesys Cloud back in Feb of 2025, we have experienced intermittent audio issues at the start of some calls. 

The issue, simply put, is that the agents are not able to hear any audio from Genesys, resulting in them hanging up the call and calling the customer back.

We've spoken to support but since they see call-media from both parties in Genesys, we didn't get much help further. 

Has anyone else experienced this, and if so, how did you solve it? 

#Telephony

------------------------------
David Resch
------------------------------