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  • 1.  Audio Issues

    Posted 04-02-2026 12:40

    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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  • 2.  RE: Audio Issues
    Best Answer

    Posted 04-02-2026 14:06
    Edited by Cameron Tomlin 04-03-2026 08:45
    Hi Laura,
     
    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/



    ------------------------------
    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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  • 3.  RE: Audio Issues

    Posted 04-02-2026 14:35
    Adding to what Kaio mentioned, you could also take a quick look at Analytics for those bad calls.
     
    Check if any error codes show up in the interaction details:
    https://help.genesys.cloud/articles/error-codes/
     
    And also review the MOS (audio quality score):
    https://help.genesys.cloud/articles/mean-opinion-score-mos-overview/
     
    Sometimes comparing a bad call with a good one already gives a clue, like lower MOS or a recurring error pattern.


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    Luiz Rosa
    Full stack developer
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  • 4.  RE: Audio Issues

    Posted 04-03-2026 10:34

    We have been experiencing the same issues. Lot of Dead air and dropped calls with wireless headsets. 



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    Chas Desper
    USSFCU - Project Coordinator
    Alexandria VA
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