Intermittent audio problems like the ones you described can be complicated, as they usually originate from factors external to Genesys Cloud. Since the problem appears randomly across different queues and agents, I recommend checking some common areas:
- Network quality and jitter/packet loss
- Issues with USB/local devices (drivers)
- Local network variability (home vs. office)
- Capture diagnostics from a problematic call (from SIP path analysis) - These logs can reveal packet loss, jitter, or codec negotiation issues during the call.
Since the problem affects all users and occurs intermittently, I would initially focus on network performance spikes or device/endpoint behavior, rather than Genesys configuration.
Additionally, ensure with the network team that all SIP/RTP communication IPs are open in the firewall.
Media/RTP - https://help.genesys.cloud/articles/cidr-ip-address-range-for-cloud-media-services/
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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Original Message:
Sent: 04-02-2026 12:40
From: Laura Callaway
Subject: Audio Issues
Our organization has been experiencing a lot of audio issues the last few months. The audio is often choppy and reports of patients not being able to hear us. The issue is not consistent other than an agent will get 1 bad audio call, then get several good audio calls, then a bad one. No rhyme or reason, affecting all of our queues. Our standard headset is a Plantronics 5220, wired headset.
Are there any recommendations for us to do to troubleshoot or settings we should be checking? Any advice is greatly appreciated!
#Telephony
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Laura Callaway
Application Analyst
St. Luke's Health System
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