Genesys Cloud - Main

We have a user that makes a lot of calls to company's that use IVR's with a WebRTC phone. Sometimes they accept the input and sometimes they don't. It is random, one day it works the next day it doesn't. I have logged a call with support and they say to disable the OPUS codec on the trunk. I am not keen on this and wondered is anyone else had seen this issue and had a fix. I am going to escalate the call with support.
#Telephony
#Unsure/Other

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Andrew Lewis
Health Management Ltd
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I have seen this. Sometimes, using the computer keyboard works better. Sometimes using the on-screen dialpad works better. I haven't ever figured out why one would be different to the other, but there you go.

I agree it's a pain though! I will follow this thread with interest.

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Paul Simpson
Eventus Solutions Group
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Andrew,

We experienced this very same issue at one customer that we support, and removing the Opus codec from our trunk configuration did in fact resolve the issue. Our carrier did not support OPUS (we use BYOC).

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Mark Goldsmith
NTT Australia
https://www.global.ntt/
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