Genesys Cloud - Main

All – I wanted to pass this on to the community for visibility. 

If any of your agents that use MS Edge to access Genesys Cloud report a sudden loss of being able to hear the patients or external party of their call, have them check their version of MS Edge first (steps below). 

1. Open a new MS Edge tab/window, copy/paste the address below and hit enter.
1. edge://settings/help
2. This should bring the caregiver to the Settings/About page like you see below. The version information is in the upper left area (box/arrow).

3. If the agent sees that they are using MS Edge version 120.0.2210.61 (Official build) (64-bit), have them switch to using Google Chrome for Genesys until the MS Edge bug issue is resolved.

Background -

While troubleshooting headset issues with agents earlier this week and today, I discovered a sound bug that manifests when using Genesys Cloud with Microsoft Edge version 120.0.2210.61. So far today, two agents reported an inability to hear the external party on calls using this MS Edge version. Switching to Chrome resolved the issue.

Interestingly, my laptop still had an older Edge version (119.0.2151.97) and worked fine, but after updating to 120.0.2210.61, the problem occurred for me. Using Chrome, including the latest version, worked seamlessly with Genesys Cloud.

Note - this issue has only been observed affecting Genesys Cloud agents using MS Edge version 120.0.2210.61 (Official build) (64-bit). Chrome users and Genesys Cloud Desktop application users have not been affected.

Take care!

#Unsure/Other

------------------------------
Tony Freestone
Providence Health & Services
------------------------------

Thanks Tony, have you seen anything official from MS related to this bug?  Haven't come across the issue yet, but in your org is it every agent on that build of Edge and every call?

------------------------------
Vaun McCarthy
------------------------------

Hi Vaun - 

I haven't yet had the opportunity to verify the number of agents affected. I wanted to get the word out as quickly as possible that the potential exists.

At the moment I have seen it affect 100% of calls for 3 users (including myself). Our agents are not currently forced to use MS Edge, Chrome or the desktop app. Based on my observations our IS team was not enforcing that at present. Due to that, there are many agents in my org that are unaware of the behavior due to using Chrome or the Windows desktop app.

After taking some time looking over any reported bugs with 120.0.2210.61, nothing stood out yet. I am continuing to cast my search-net across the void for any related reports.

It is possible that this may be a new AD pushed security/app policy creating an unwanted outcome, or a combination of the update and a policy.

I will post updates as I have them. Thank you for the reply!

------------------------------
Tony Freestone
Providence Health & Services
------------------------------

Original Message:
Sent: 12-14-2023 14:41
From: Vaun McCarthy
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

Thanks Tony, have you seen anything official from MS related to this bug?  Haven't come across the issue yet, but in your org is it every agent on that build of Edge and every call?

------------------------------
Vaun McCarthy
------------------------------

All - I wanted to add that the issue is persisting in MS Edge 120.0.2210.77 (Official build) (64-bit).

I want to clarify that only the inbound WebRTC call audio is being muted for our users. The other in-app sounds like the call notification ring are still being heard.

One of our other orgs opened a Genesys Customer Care case today reporting the inbound audio loss. I am going to open one as well for visibility.

------------------------------
Tony Freestone
Providence Health & Services
------------------------------

All - 

When retesting in MS Edge 120.0.2210.77 (Official build) (64-bit) this morning, the inbound (external party) audio is now audible again.

I am not aware of any MS Edge AD GPO policy changes having been updated recently. It's possible there could have been a hotfix in the background deployed by MS, as I did see other MS Edge community posts regarding CoPilot audio not working.

I am going to have agents previously affected when using version 120.0.2210.61 retest.

------------------------------
Tony Freestone
Providence Health & Services
------------------------------

Original Message:
Sent: 12-15-2023 16:42
From: Tony Freestone
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

All - I wanted to add that the issue is persisting in MS Edge 120.0.2210.77 (Official build) (64-bit).

I want to clarify that only the inbound WebRTC call audio is being muted for our users. The other in-app sounds like the call notification ring are still being heard.

One of our other orgs opened a Genesys Customer Care case today reporting the inbound audio loss. I am going to open one as well for visibility.

------------------------------
Tony Freestone
Providence Health & Services
------------------------------

All - we are still seeing intermittent occurrences in which an agent using MS Edge 120.0.2210.77 is unable to hear inbound WebRTC audio during a call.

Nothing definitive yet from Microsoft, although a Genesys engineer mentioned a recent MS Edge bug during an unrelated WebRTC troubleshooting conversation yesterday. I am hesitant to open a Genesys support ticket as I am unable to reliably reproduce the issue.

------------------------------
Tony Freestone
Providence Health & Services
------------------------------

Hi Tony, what stood out for me in this recent post from you is the comment "a Genesys engineer mentioned a recent MS Edge bug....".  Do you happen to know if that engineer had just stumbled across this thread?  

Sounds silly but I've had a few examples where I've raised a case and had a Genesys support engineer tell me "oh, there's a post in both the community and dev forum on this so there must be a bug" without actually noticing they were both posts that I myself had posted prior to raising the case :)

------------------------------
Vaun McCarthy
------------------------------

Original Message:
Sent: 12-20-2023 11:44
From: Tony Freestone
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

All - we are still seeing intermittent occurrences in which an agent using MS Edge 120.0.2210.77 is unable to hear inbound WebRTC audio during a call.

Nothing definitive yet from Microsoft, although a Genesys engineer mentioned a recent MS Edge bug during an unrelated WebRTC troubleshooting conversation yesterday. I am hesitant to open a Genesys support ticket as I am unable to reliably reproduce the issue.

------------------------------
Tony Freestone
Providence Health & Services
------------------------------

Hi @Vaun McCarthy - 

My apologies for the delayed reply. Your gut feeling was correct, as the Genesys support engineer was referring to my mention of it during an internal design/testing call.

Since we have initially reported this via our support ticket, numerous other orgs within our enterprise have reported the same. We have raised the issue during our weekly call with the Genesys support team.

------------------------------
Tony Freestone
Providence Health & Services
------------------------------

Original Message:
Sent: 12-21-2023 00:31
From: Vaun McCarthy
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

Hi Tony, what stood out for me in this recent post from you is the comment "a Genesys engineer mentioned a recent MS Edge bug....".  Do you happen to know if that engineer had just stumbled across this thread?  

Sounds silly but I've had a few examples where I've raised a case and had a Genesys support engineer tell me "oh, there's a post in both the community and dev forum on this so there must be a bug" without actually noticing they were both posts that I myself had posted prior to raising the case :)

------------------------------
Vaun McCarthy
------------------------------


Original Message:
Sent: 12-20-2023 11:44
From: Tony Freestone
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

All - we are still seeing intermittent occurrences in which an agent using MS Edge 120.0.2210.77 is unable to hear inbound WebRTC audio during a call.

Nothing definitive yet from Microsoft, although a Genesys engineer mentioned a recent MS Edge bug during an unrelated WebRTC troubleshooting conversation yesterday. I am hesitant to open a Genesys support ticket as I am unable to reliably reproduce the issue.

------------------------------
Tony Freestone
Providence Health & Services

We are seeing this issue with some users as well. Moved them over to Chrome.

------------------------------
Andrew Lewis
Health Management Ltd
------------------------------

Hey all - has there been any kind of update on this yet? We just had it happen to a few users in our Org.

------------------------------
Clayton Cowell
Media Sales Plus, Inc.
------------------------------

Hi @Clayton Cowell - 

Genesys support has not provided an official update as of yet. Following our initial report via our support ticket, numerous other orgs within our enterprise have reported the same transient issue. Today we raised the issue during our weekly call with the Genesys support team.

The support liaison asked if the issue was first observed following the 12/13/23 feature release. I have confirmed that it was first noted here on 12/14. 

------------------------------
Tony Freestone
Providence Health & Services
------------------------------

Original Message:
Sent: 01-08-2024 12:20
From: Clayton Cowell
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

Hey all - has there been any kind of update on this yet? We just had it happen to a few users in our Org.

------------------------------
Clayton Cowell
Media Sales Plus, Inc.
------------------------------

Hey. We found the same issue in our Org and it was as simple as allowing permissions in settings on Edge to Pure Cloud and it fixed everyone's sound issues. If you have done this and are still having issues, then its obviously more technical.

------------------------------
Doug Sear
BUTLINS LIMITED
------------------------------

Original Message:
Sent: 01-08-2024 12:20
From: Clayton Cowell
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

Hey all - has there been any kind of update on this yet? We just had it happen to a few users in our Org.

------------------------------
Clayton Cowell
Media Sales Plus, Inc.
------------------------------

Those experiencing this issue, are you using the Genesys App or Genesys via MS Browser? 

------------------------------
Christy McDaniel
Shaw Industries Group, Inc.
------------------------------

Hi all,

We also use MS Edge in our Contact Centre and experiencing the same issue described.  We currently have a user on version:120.0.2210.121 thats experiencing this issue.  It seems Genesys mostly suggests for users to use Chrome, but in our situation, this isnt possible.  We are also considering changing to the desktop application and would like to know if there's any known issues with that?

Thanks

------------------------------
Robert Niblock
APM
------------------------------

Original Message:
Sent: 01-09-2024 17:01
From: Christy McDaniel
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

Those experiencing this issue, are you using the Genesys App or Genesys via MS Browser? 

------------------------------
Christy McDaniel
Shaw Industries Group, Inc.
------------------------------

@Robert Niblock - 

As of yesterday, we also are seeing the issue recur intermittently with MS Edge version 120.0.2210.121.

Our only consistent solution has been to have the agent switch to using Chrome or the Desktop client. With your restriction from using Chrome, I would recommend having the affected users test/use the Genesys Windows Desktop client. 

The only real drawback to the desktop client is that the agent loses the ability to have their email/password managed via MS Edge. They will be required to type it in directly for each login.

------------------------------
Tony Freestone
Providence Health & Services
------------------------------

Original Message:
Sent: 01-10-2024 00:55
From: Robert Niblock
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

Hi all,

We also use MS Edge in our Contact Centre and experiencing the same issue described.  We currently have a user on version:120.0.2210.121 thats experiencing this issue.  It seems Genesys mostly suggests for users to use Chrome, but in our situation, this isnt possible.  We are also considering changing to the desktop application and would like to know if there's any known issues with that?

Thanks

------------------------------
Robert Niblock
APM
------------------------------


Original Message:
Sent: 01-09-2024 17:01
From: Christy McDaniel
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

Those experiencing this issue, are you using the Genesys App or Genesys via MS Browser? 

------------------------------
Christy McDaniel
Shaw Industries Group, Inc.

Hi @Christy McDaniel - 

For us the issue only manifests when using MS Edge version 120.0.2210.61 or higher. Users that switch to using a current version of Chrome and/or the Genesys Windows desktop client have not been affected.

------------------------------
Tony Freestone
Providence Health & Services
------------------------------

Original Message:
Sent: 01-09-2024 17:01
From: Christy McDaniel
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

Those experiencing this issue, are you using the Genesys App or Genesys via MS Browser? 

------------------------------
Christy McDaniel
Shaw Industries Group, Inc.
------------------------------

Hi Tony,

I was interested in what headsets your agents were using while experiencing the issue?

We have mainly seen the issue across Jabra headsets (which are not officially supported on Edge) but have seen it occur with a Mircrosoft headset and Poly headset.

Thanks!

------------------------------
Isaac Brothers-Nathan
Customer Driven Solutions Pty Ltd
------------------------------

Hi @Isaac Brothers-Nathan - 

We are typically using Plantronics Blackwire 5210 USB and 5220 USB-C headsets. However, I have observed the WebRTC inbound audio channel loss issue manifest with an agent laptop with the headset disconnected and the audio output routed to the onboard speakers. As others have posited, the headset type/brand has not affected it in a meaningful way.

------------------------------
Tony Freestone
Providence Health & Services
------------------------------

Original Message:
Sent: 01-10-2024 21:37
From: Isaac Brothers-Nathan
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

Hi Tony,

I was interested in what headsets your agents were using while experiencing the issue?

We have mainly seen the issue across Jabra headsets (which are not officially supported on Edge) but have seen it occur with a Mircrosoft headset and Poly headset.

Thanks!

------------------------------
Isaac Brothers-Nathan
Customer Driven Solutions Pty Ltd
------------------------------

I have been following this thread since it popped up. In our case, we started running into the problem on or around 12/07. At first, we thought it was a new piece of IT Security software that was rolled out, but we cancelled that rollout and continued to have new tickets opened from users that were not part of the rollout.

I believe something changed within Edge and the way it handles WebRTC traffic. We are in the early stages of migrating to Genesys Cloud with the overwhelming majority of our users still on PureConnect. On PureConnect we use the AudioCodes WebRTC as a station in PureConnect. These users are having the same problem with one way audio. We are primarily an Edge shop but have Chrome installed as well, which is how we verified switching to Chrome works.

Things we have done in the past month as band-aids.

• Clear cache & cookies.
• Switch to Chrome from Edge, place a test call in Chrome which always has successful two-way audio, then back to Edge and 2way audio is restored temporarily.
• Disable Exclusive Mode in Windows Sound settings (must reboot even though it does not prompt). This one seems to work longer but eventually does break.
• Replaced headsets; we primarily use JPL 400 and the JPL Commander. Recently ordered some Poly 3210's in hopes that those work.

At the end of the day, the most stable fix we have found in the past month is to retrain users to use the AudioCodes WebRTC or Gen Cloud in Chrome and all their other applications in Edge. It is a headache given the user retraining issues to use a split environment, but it is the only option that seems to work consistently. We have not installed the Gen Cloud fat client yet as only 0.1% of our users are on Gen Cloud and the added headache of end users not having local admin rights to install the fat client.

During one of our many meetings with Genesys, they asked that we look at chrome://webrtc-internals or edge://webrtc-internals in the browser to try and see where the issue occurs as far at the browser WebRTC stack in the browser. Personally, I have no idea what I am looking at in the webrtc-internals pages but did not see error messages while skimming through it when a user was having an issue.

We have gone as far as replacing one user's PC with another one and the problem still occurs.

------------------------------
Brad Carroll
Auto Club Insurance Association Co.
------------------------------

For a couple of our staff that have had this issue, I've found that making their Genesys profile inactive and active again resolved the audio bug.  Seems to me its related to the Genesys profile and by deactivating their account, it's fixing the problem. 

Has anyone else tried this with any luck? If not give it a go and let us know if it worked.  Prior to that, we went through so much troubleshooting with the browser, headsets and more with no results.

------------------------------
Robert Niblock
APM
------------------------------

Original Message:
Sent: 01-11-2024 10:27
From: Brad Carroll
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

I have been following this thread since it popped up. In our case, we started running into the problem on or around 12/07. At first, we thought it was a new piece of IT Security software that was rolled out, but we cancelled that rollout and continued to have new tickets opened from users that were not part of the rollout.

I believe something changed within Edge and the way it handles WebRTC traffic. We are in the early stages of migrating to Genesys Cloud with the overwhelming majority of our users still on PureConnect. On PureConnect we use the AudioCodes WebRTC as a station in PureConnect. These users are having the same problem with one way audio. We are primarily an Edge shop but have Chrome installed as well, which is how we verified switching to Chrome works.

Things we have done in the past month as band-aids.

• Clear cache & cookies.
• Switch to Chrome from Edge, place a test call in Chrome which always has successful two-way audio, then back to Edge and 2way audio is restored temporarily.
• Disable Exclusive Mode in Windows Sound settings (must reboot even though it does not prompt). This one seems to work longer but eventually does break.
• Replaced headsets; we primarily use JPL 400 and the JPL Commander. Recently ordered some Poly 3210's in hopes that those work.

At the end of the day, the most stable fix we have found in the past month is to retrain users to use the AudioCodes WebRTC or Gen Cloud in Chrome and all their other applications in Edge. It is a headache given the user retraining issues to use a split environment, but it is the only option that seems to work consistently. We have not installed the Gen Cloud fat client yet as only 0.1% of our users are on Gen Cloud and the added headache of end users not having local admin rights to install the fat client.

During one of our many meetings with Genesys, they asked that we look at chrome://webrtc-internals or edge://webrtc-internals in the browser to try and see where the issue occurs as far at the browser WebRTC stack in the browser. Personally, I have no idea what I am looking at in the webrtc-internals pages but did not see error messages while skimming through it when a user was having an issue.

We have gone as far as replacing one user's PC with another one and the problem still occurs.

------------------------------
Brad Carroll
Auto Club Insurance Association Co.
------------------------------

Appears the issue returned yesterday for this user.   Seems like a bigger issue at hand.  Frustrating because these staff have to be taken off queue and tasked with other work.

------------------------------
Robert Niblock
APM
------------------------------

Original Message:
Sent: 01-14-2024 20:32
From: Robert Niblock
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

For a couple of our staff that have had this issue, I've found that making their Genesys profile inactive and active again resolved the audio bug.  Seems to me its related to the Genesys profile and by deactivating their account, it's fixing the problem. 

Has anyone else tried this with any luck? If not give it a go and let us know if it worked.  Prior to that, we went through so much troubleshooting with the browser, headsets and more with no results.

------------------------------
Robert Niblock
APM
------------------------------


Original Message:
Sent: 01-11-2024 10:27
From: Brad Carroll
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

I have been following this thread since it popped up. In our case, we started running into the problem on or around 12/07. At first, we thought it was a new piece of IT Security software that was rolled out, but we cancelled that rollout and continued to have new tickets opened from users that were not part of the rollout.

I believe something changed within Edge and the way it handles WebRTC traffic. We are in the early stages of migrating to Genesys Cloud with the overwhelming majority of our users still on PureConnect. On PureConnect we use the AudioCodes WebRTC as a station in PureConnect. These users are having the same problem with one way audio. We are primarily an Edge shop but have Chrome installed as well, which is how we verified switching to Chrome works.

Things we have done in the past month as band-aids.

• Clear cache & cookies.
• Switch to Chrome from Edge, place a test call in Chrome which always has successful two-way audio, then back to Edge and 2way audio is restored temporarily.
• Disable Exclusive Mode in Windows Sound settings (must reboot even though it does not prompt). This one seems to work longer but eventually does break.
• Replaced headsets; we primarily use JPL 400 and the JPL Commander. Recently ordered some Poly 3210's in hopes that those work.

At the end of the day, the most stable fix we have found in the past month is to retrain users to use the AudioCodes WebRTC or Gen Cloud in Chrome and all their other applications in Edge. It is a headache given the user retraining issues to use a split environment, but it is the only option that seems to work consistently. We have not installed the Gen Cloud fat client yet as only 0.1% of our users are on Gen Cloud and the added headache of end users not having local admin rights to install the fat client.

During one of our many meetings with Genesys, they asked that we look at chrome://webrtc-internals or edge://webrtc-internals in the browser to try and see where the issue occurs as far at the browser WebRTC stack in the browser. Personally, I have no idea what I am looking at in the webrtc-internals pages but did not see error messages while skimming through it when a user was having an issue.

We have gone as far as replacing one user's PC with another one and the problem still occurs.

------------------------------
Brad Carroll
Auto Club Insurance Association Co.

@Brad Carroll/@Robert Niblock/@James Dunn/@Dan Wong - 

Thanks for the additional information regarding other workarounds and the edge://webrtc-internals source for additional diagnostic details.

Our enterprise has opened around 3+ cases regarding this issue and all have been closed. The were closed in some cases due to inactivity by the opener, which was related to the lack of useful assistance/solutions from the Genesys.

In one case that was recently closed, the Genesys support team asked to have the HIPAA setting temporarily disabled on the reporting org to allow for media captures to be enabled. This was not a viable option as a health care provider.

I have hesitated on opening a separate ticket of my own. One of our assigned Genesys deployment engineers had done so for us last month, and even he did not get very far.

We currently have the flexibility to switch an agent to Chrome or the Chromium-based desktop client. That workaround hasn't failed yet, although after reading the recent updates to this thread that may change.

I am going to set aside time work with one of the recent agents swapped to Chrome as a test partner for MS Edge. I'm going to gather a full set of diagnostic logs/files and captures using the edge://webrtc-internals option. And I'll test @Robert Niblock's solution to set their Genesys account to inactive/active.

Once I have the case opened, I'll post it here for reference. 

------------------------------
Tony Freestone
Providence Health & Services
------------------------------

Original Message:
Sent: 01-11-2024 10:27
From: Brad Carroll
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

I have been following this thread since it popped up. In our case, we started running into the problem on or around 12/07. At first, we thought it was a new piece of IT Security software that was rolled out, but we cancelled that rollout and continued to have new tickets opened from users that were not part of the rollout.

I believe something changed within Edge and the way it handles WebRTC traffic. We are in the early stages of migrating to Genesys Cloud with the overwhelming majority of our users still on PureConnect. On PureConnect we use the AudioCodes WebRTC as a station in PureConnect. These users are having the same problem with one way audio. We are primarily an Edge shop but have Chrome installed as well, which is how we verified switching to Chrome works.

Things we have done in the past month as band-aids.

• Clear cache & cookies.
• Switch to Chrome from Edge, place a test call in Chrome which always has successful two-way audio, then back to Edge and 2way audio is restored temporarily.
• Disable Exclusive Mode in Windows Sound settings (must reboot even though it does not prompt). This one seems to work longer but eventually does break.
• Replaced headsets; we primarily use JPL 400 and the JPL Commander. Recently ordered some Poly 3210's in hopes that those work.

At the end of the day, the most stable fix we have found in the past month is to retrain users to use the AudioCodes WebRTC or Gen Cloud in Chrome and all their other applications in Edge. It is a headache given the user retraining issues to use a split environment, but it is the only option that seems to work consistently. We have not installed the Gen Cloud fat client yet as only 0.1% of our users are on Gen Cloud and the added headache of end users not having local admin rights to install the fat client.

During one of our many meetings with Genesys, they asked that we look at chrome://webrtc-internals or edge://webrtc-internals in the browser to try and see where the issue occurs as far at the browser WebRTC stack in the browser. Personally, I have no idea what I am looking at in the webrtc-internals pages but did not see error messages while skimming through it when a user was having an issue.

We have gone as far as replacing one user's PC with another one and the problem still occurs.

------------------------------
Brad Carroll
Auto Club Insurance Association Co.
------------------------------

Has anyone managed to figure out any more on this? We have noticed that the number of users reporting audio issues has massively spiked recently with no apparent cause. Switching to Chrome helps - sometimes - but not always. We're used to having to troubleshoot issues with headsets, configuration etc but the volume has increased enough to make it obvious something is wrong.

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Our Org have seen increased Audio issues with Edge - believe linked to the Edge version.

Going through troubleshooting mentioned in this thread which appears to either temporally resolve or workaround the problem.

In the process of collating details and logging with Genesys Care.

Has anyone else logged it with Genesys, if so what's their latest response?

Also, if you don't mind sharing the care number, I can reference this in our case.

------------------------------
Dan Wong
Domestic & General Services Limited
------------------------------

Original Message:
Sent: 01-16-2024 09:37
From: James Dunn
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

Has anyone managed to figure out any more on this? We have noticed that the number of users reporting audio issues has massively spiked recently with no apparent cause. Switching to Chrome helps - sometimes - but not always. We're used to having to troubleshoot issues with headsets, configuration etc but the volume has increased enough to make it obvious something is wrong.

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Hi Tony, 

Did anyone here find a solution to this bug?

We are experiencing the same issue intermittently, both on Edge version 120.0.2210.144 (Official build) (64-bit) and somewhat less frequently on Chrome as well. As a temporary fix we have asked the agents to pop out the web RTC client window (we are using a universal softphone connector), which seems to fix the issue temporarily. 

Ticket with Genesys is still under investigation.

Thank you.

------------------------------
Saim Atiq
Aldar Properties PJSC
------------------------------

Has anyone been able to get Genesys to admit there is an actual issue here and at least attempt to tie these together? It seems to me that Genesys should quit giving excuses for not wanting to admit there is an issue and open an incident with Microsoft for exploration. Continued request for Console and HAR logs certainly will not prove anything as RTC audio would not show in those logs. My Genesys incident is 0003434105.

Thank you.

------------------------------
Greg Hanson
TTEC Digital, LLC fka Avtex Solutions, LLC
------------------------------

Original Message:
Sent: 01-23-2024 06:54
From: Saim Atiq
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

Hi Tony, 

Did anyone here find a solution to this bug?

We are experiencing the same issue intermittently, both on Edge version 120.0.2210.144 (Official build) (64-bit) and somewhat less frequently on Chrome as well. As a temporary fix we have asked the agents to pop out the web RTC client window (we are using a universal softphone connector), which seems to fix the issue temporarily. 

Ticket with Genesys is still under investigation.

Thank you.

------------------------------
Saim Atiq
Aldar Properties PJSC
------------------------------

As others expressed, in the meantime I would use Chrome as a workaround and pursue Genesys.

------------------------------
Luke Murphy
Genesys Cloud Developer
CCS Medical
------------------------------

Original Message:
Sent: 02-06-2024 14:04
From: Greg Hanson
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

Has anyone been able to get Genesys to admit there is an actual issue here and at least attempt to tie these together? It seems to me that Genesys should quit giving excuses for not wanting to admit there is an issue and open an incident with Microsoft for exploration. Continued request for Console and HAR logs certainly will not prove anything as RTC audio would not show in those logs. My Genesys incident is 0003434105.

Thank you.

------------------------------
Greg Hanson
TTEC Digital, LLC fka Avtex Solutions, LLC
------------------------------


Original Message:
Sent: 01-23-2024 06:54
From: Saim Atiq
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

Hi Tony, 

Did anyone here find a solution to this bug?

We are experiencing the same issue intermittently, both on Edge version 120.0.2210.144 (Official build) (64-bit) and somewhat less frequently on Chrome as well. As a temporary fix we have asked the agents to pop out the web RTC client window (we are using a universal softphone connector), which seems to fix the issue temporarily. 

Ticket with Genesys is still under investigation.

Thank you.

------------------------------
Saim Atiq
Aldar Properties PJSC

Response on incident 0003430969 we logged for the problem.  Genesys engineer did refer back to this thread in the ticket.

"I have referred past cases, and this is the known issue with the MS Edge version.

 The suggestion is to switch to the Chrome browser instead of using MS Edge or if you are using latest version of Edge, try to downgrade the MS edge version.

 The following community forum also suggest switching to the chrome browser.

https://community.genesys.com/discussion/genesys-cloud-sound-bug-when-using-microsoft-edge-newest-version-1200221061-official-build-64-bit

 The following community forum also suggest switching to the chrome browser."

------------------------------
Dan Wong
Domestic & General Services Limited
------------------------------

Original Message:
Sent: 02-06-2024 14:04
From: Greg Hanson
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

Has anyone been able to get Genesys to admit there is an actual issue here and at least attempt to tie these together? It seems to me that Genesys should quit giving excuses for not wanting to admit there is an issue and open an incident with Microsoft for exploration. Continued request for Console and HAR logs certainly will not prove anything as RTC audio would not show in those logs. My Genesys incident is 0003434105.

Thank you.

------------------------------
Greg Hanson
TTEC Digital, LLC fka Avtex Solutions, LLC
------------------------------


Original Message:
Sent: 01-23-2024 06:54
From: Saim Atiq
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

Hi Tony, 

Did anyone here find a solution to this bug?

We are experiencing the same issue intermittently, both on Edge version 120.0.2210.144 (Official build) (64-bit) and somewhat less frequently on Chrome as well. As a temporary fix we have asked the agents to pop out the web RTC client window (we are using a universal softphone connector), which seems to fix the issue temporarily. 

Ticket with Genesys is still under investigation.

Thank you.

------------------------------
Saim Atiq
Aldar Properties PJSC

We received this from our Genesys reseller / support team:

"Definitely was an issue in Edge on the latest update, but that was patched rather quickly.  Genesys does not test each update but when reports come in, they see if there is a need to adjust to the new feature sets, but basically, it is all based on Chromium, so if the browsers change their implementation of that, Genesys can't really help."

According to them, if you are on the newest version of Edge then it should be resolved.

------------------------------
Clayton Cowell
Media Sales Plus, Inc.
------------------------------

Can you tell us who your reseller is? Also, can provide your incident number with Genesys so we can take that back to our reseller as well. We have not received any such word about the problem in Edge being fixed much less knowing that it is definitively an issue in Edge.

------------------------------
Brad Carroll
Auto Club Insurance Association Co.
------------------------------

Original Message:
Sent: 02-07-2024 09:57
From: Clayton Cowell
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

We received this from our Genesys reseller / support team:

"Definitely was an issue in Edge on the latest update, but that was patched rather quickly.  Genesys does not test each update but when reports come in, they see if there is a need to adjust to the new feature sets, but basically, it is all based on Chromium, so if the browsers change their implementation of that, Genesys can't really help."

According to them, if you are on the newest version of Edge then it should be resolved.

------------------------------
Clayton Cowell
Media Sales Plus, Inc.
------------------------------

Our vendor is Avtex - we didn't open a ticket. We communicated with our CSM at Avtex who then reached out to one of his technical resources.

------------------------------
Clayton Cowell
Media Sales Plus, Inc.
------------------------------

Original Message:
Sent: 02-07-2024 10:34
From: Brad Carroll
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

Can you tell us who your reseller is? Also, can provide your incident number with Genesys so we can take that back to our reseller as well. We have not received any such word about the problem in Edge being fixed much less knowing that it is definitively an issue in Edge.

------------------------------
Brad Carroll
Auto Club Insurance Association Co.
------------------------------


Original Message:
Sent: 02-07-2024 09:57
From: Clayton Cowell
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

We received this from our Genesys reseller / support team:

"Definitely was an issue in Edge on the latest update, but that was patched rather quickly.  Genesys does not test each update but when reports come in, they see if there is a need to adjust to the new feature sets, but basically, it is all based on Chromium, so if the browsers change their implementation of that, Genesys can't really help."

According to them, if you are on the newest version of Edge then it should be resolved.

------------------------------
Clayton Cowell
Media Sales Plus, Inc.

@Dan Wong Your post stated:

Response on incident 0003430969 we logged for the problem.  Genesys engineer did refer back to this thread in the ticket.

"I have referred past cases, and this is the known issue with the MS Edge version.

 The suggestion is to switch to the Chrome browser instead of using MS Edge or if you are using latest version of Edge, try to downgrade the MS edge version.

 The following community forum also suggest switching to the chrome browser.
--

Regrading my incident, there is no acknowledgement that this is a known issue. much less any reference to the issue being resolved. As far as switching to Chrome vs Edge, some of our customers do not have that option as also pointed out by @Robert Niblock...

We also use MS Edge in our Contact Centre and experiencing the same issue described.  We currently have a user on version:120.0.2210.121 thats experiencing this issue.  It seems Genesys mostly suggests for users to use Chrome, but in our situation, this isn't possible.  We are also considering changing to the desktop application and would like to know if there's any known issues with that?

----------------------------------------------------------------------------------------------------------

@Clayton Cowell Since I work for TTEC Digital, LLC fka Avtex Solutions, LLC, I am trying to contact your CSM to see where he advised the issue was known and resolved. It is certainly not.

I am certainly not trying to be the jerk regarding this issue; however, it is clear to me that Genesys has not come forth globally with an acknowledgement that there is an issue. We seem to be getting hit and miss responses, and the solution purposed seems to always be, just use Chrome. I find that an unacceptable response unless there is a support blast to customers stating there is an issue. No, the latest Edge update does not resolve the issue. I am out for tonight.

------------------------------
Greg Hanson
TTEC Digital, LLC fka Avtex Solutions, LLC
------------------------------

Original Message:
Sent: 02-07-2024 11:05
From: Clayton Cowell
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

Our vendor is Avtex - we didn't open a ticket. We communicated with our CSM at Avtex who then reached out to one of his technical resources.

------------------------------
Clayton Cowell
Media Sales Plus, Inc.
------------------------------


Original Message:
Sent: 02-07-2024 10:34
From: Brad Carroll
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

Can you tell us who your reseller is? Also, can provide your incident number with Genesys so we can take that back to our reseller as well. We have not received any such word about the problem in Edge being fixed much less knowing that it is definitively an issue in Edge.

------------------------------
Brad Carroll
Auto Club Insurance Association Co.


Original Message:
Sent: 02-07-2024 09:57
From: Clayton Cowell
Subject: ** Genesys Cloud Sound Bug when using Microsoft Edge newest version 120.0.2210.61 (Official build) (64-bit) **

We received this from our Genesys reseller / support team:

"Definitely was an issue in Edge on the latest update, but that was patched rather quickly.  Genesys does not test each update but when reports come in, they see if there is a need to adjust to the new feature sets, but basically, it is all based on Chromium, so if the browsers change their implementation of that, Genesys can't really help."

According to them, if you are on the newest version of Edge then it should be resolved.

------------------------------
Clayton Cowell
Media Sales Plus, Inc.