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  • 1.  Audio Device Profile set in Preferences suddently disappear

    Posted 02-04-2026 15:56
    No replies, thread closed.

    Dear Community Forum,

    I am facing a problem in one of our customer with the audio profiles set by the agents in the preferences menu in GC. 

    Agents are using GC in Chrome and a Jabra dect headset plugged-in via USB cable (https://www.jabra.com/business/office-headsets/jabra-engage/jabra-engage-75-se/buy?sku=9656-583-125). Everything works properly until suddenly the audio profile set disappear and the agent must recreate it from scratch.

    I thought the audio profile was saved in the browser's local storage, but it doesn't seem so. By inspecting the browser, I've noticed that Genesys sends a PATCH api to the URL "https://api.euc2.pure.cloud/api/v2/settings/webrtc/users" with all the configuration of the audio profile set in the payload as soon as it is saved. This means that the audio profile information are somehow stored in GC.

    Questions to the community:

    1. Can anyone confirm where the audio profile is saved (browser vs GC) ?
    2. Has anyone experienced this kind of problem? If so, how was it solved?

    Any kind of suggestions or support on this topic is appreciated.

    Thanks and Kind regards.


    #Telephony

    ------------------------------
    Fabrizio Tortis
    Swisscom (Schweiz) AG - Technical Lead CIM
    ------------------------------


  • 2.  RE: Audio Device Profile set in Preferences suddently disappear

    Posted 02-05-2026 08:25
    No replies, thread closed.

    Hello Fabrizio,

    I believe the settings are stored in GC and should transfer across device logins as far as I am aware.  I personally haven't seen the profiles disappear, but hopefully someone in the community can provide further information on if they have seen this.

    Do you know if it happens after chrome updates etc?  It may be worth opening a ticket with Genesys Product Support to investigate



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Audio Device Profile set in Preferences suddently disappear

    Posted 02-05-2026 09:26
    No replies, thread closed.

    Sam,

    We see this happen all the time. Given enough time, every agent's audio profile will eventually reset itself and be removed. 



    ------------------------------
    [Matt] [Pleus]
    [Business Systems Analyst]
    ------------------------------

    Original Message


  • 4.  RE: Audio Device Profile set in Preferences suddently disappear
    Best Answer

    Posted 02-05-2026 11:36
    No replies, thread closed.

    Hi Fabrizio, I made the same question to Genesys Support a couple of days ago because I was facing cases where in a VDI enviroment the Audio Profile was grey and I suspected that it had to do with some configuration saved locally that Gen Cloud was not able to recover after a logout.

    Below the answer that I received:

    For the web interface (apps.cac1.pure.cloud), here are the key cookies that store user preferences:

    For Audio device configuration and other user preferences, Genesys Cloud uses a combination of browser Local Storage and cloud-based storage. The cloud-based storage is particularly important for maintaining settings across sessions, but certain immediate configurations may still rely on local browser storage.

    To ensure these settings persist between different domain sessions for the same user, your IT team should:

    Preserve the following cookies domains:

    .pure.cloud

    .cac1.pure.cloud

    apps.cac1.pure.cloud

    Ensure that browser Local Storage is not cleared during logoff for the domain

    apps.cac1.pure.cloud

    Maintain the authentication-related cookies to ensure proper session management.

    This should help maintain user preferences like:

    Language settings

    Audio device configurations

    WebRTC settings

    Microphone settings

    Speaker settings

    Advanced audio configurations (Echo cancellation, Noise suppression, etc.)

    Keep in mind that my org is in Canada, so you should change apps.cac1.pure.cloud with your correct region.

    Hope this helps.



    ------------------------------
    Fabian Teves
    Ingeneria de Comunicaciones
    ------------------------------



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