Genesys Cloud - Main

Hello,
My agents cannot use WebRTC phones when working from home due to a firewall issue.  The workaround is having them route calls to their cell phones. Several agents have reported that customers say they sound muffled/underwater, or cannot hear them at all. An agent called a customer back directly on her cell, not through PureCloud and the customer said the audio was much better. 

We have confirmed headsets are compatible and updated. Has anyone else had this issue and if so, how did you resolve?

Thanks!
#Telephony

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Ashley Cate

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Are you using PureCloud Voice? If not, what setup do you have? On prem edges and a local carrier?

Thanks,

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Daniel McLeod
Qsect LLC
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Original Message:
Sent: 04-01-2020 15:29
From: Ashley Cate
Subject: Audio Quality on Cell Phones

Hello,
My agents cannot use WebRTC phones when working from home due to a firewall issue.  The workaround is having them route calls to their cell phones. Several agents have reported that customers say they sound muffled/underwater, or cannot hear them at all. An agent called a customer back directly on her cell, not through PureCloud and the customer said the audio was much better.

We have confirmed headsets are compatible and updated. Has anyone else had this issue and if so, how did you resolve?

Thanks!
#Telephony

------------------------------
Ashley Cate

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