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!

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?

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!

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!

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.

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!

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!

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.

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!

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

Original Message:
Sent: 12-14-2023 14:15
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 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
------------------------------

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

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

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.

Original Message:
Sent: 12-14-2023 14:15
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 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
------------------------------

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

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

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

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

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

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

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

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

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

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

Original Message:
Sent: 12-14-2023 14:15
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 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
------------------------------

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

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!

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

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

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.

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

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.

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.

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

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.

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

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

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.

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

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

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.

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

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

Original Message:
Sent: 12-14-2023 14:15
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 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
------------------------------

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.

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.

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

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

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.

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

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.

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.

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

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.

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.

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.

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