Michael,
Is Google Chrome at its most recent version? Are the agents using headsets? I believe at this point it might be worth a ticket to product support so they can take a look at the logs to see why the audio is not coming through. I don't believe this is a feature but more of an issue.
Cheers,
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Cameron
Online Community Manager/Moderator
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Original Message:
Sent: 06-12-2025 10:01
From: Michael Speights
Subject: Built in Feature?
Hey Cameron,
They are using Genesys Cloud directly from the mypurecloud site. The agents are using Google Chrome.
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Michael Speights
Original Message:
Sent: 06-11-2025 13:56
From: Cameron Tomlin
Subject: Built in Feature?
Hello Michael,
Are they also using Genesys Cloud in another integration. Such as Genesys Cloud for salesforce? If so then this is expected behavior. We have issues with side by side such as audio not routing to the proper environment and such.
What browser are the users using and is it most up to date?
Cheers,
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Cameron
Online Community Manager/Moderator
Original Message:
Sent: 06-11-2025 13:21
From: Michael Speights
Subject: Built in Feature?
Some of our users only use one monitor, to multitask they use multiple tabs in a browser. One of those browsers is Genesys; the issue is no audio comes from the tab when a call is incoming. Is this a Genesys Cloud feature to make users stay on the tab (active tab) to hear audio?
The allow site setting is set for notifications and audio.
#Telephony
#Unsure/Other
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Michael Speights
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