Check the Queue settings under Voice. make sure you have it set to play something (or left blank to just play teh tone). If configured to play a prompt, make sure it is less than 4 seconds.
On the individual users, make sure they don't have the volume setting too low to hear the whisper (yet high enough to hear the customer) on the WebRTC phone profile settings.
It's always possible they are listening to music or something else on the same headset and they just miss the tone...you might switch to a prompt to make it more obvious.
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George Ganahl GCP (Genesys Cloud), CCXP
Principal PS Consultant
Genesys
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Original Message:
Sent: 06-08-2023 10:31
From: Anurag Gusain
Subject: Early warning (beep) to agent on queue
@George Ganahl - Yes they are using WebRTC phones
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Anurag Gusain
Servion Global Solutions Inc.
Original Message:
Sent: 06-08-2023 10:26
From: George Ganahl
Subject: Early warning (beep) to agent on queue
Are they all using WebRTC phones? If not, what type of phones?
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George Ganahl GCP (Genesys Cloud), CCXP
Principal PS Consultant
Genesys
Original Message:
Sent: 06-08-2023 09:54
From: Anurag Gusain
Subject: Early warning (beep) to agent on queue
Hi @George Ganahl - Some of our Agents do not hear this beep. They are set to auto answer. Do you have any idea what could be the issue ?
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Anurag Gusain
Servion Global Solutions Inc.
Original Message:
Sent: 03-31-2017 11:50
From: George Ganahl
Subject: Early warning (beep) to agent on queue
The warning beep, or "whisper tone", is automatically played by PureCloud when a user is configured for Auto Answer. A short beep plays to the agent just before the call goes Connected.