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  • 1.  Going on mute in Genesys if sharing on MS Teams.

    Posted 28 days ago

    Has anyone come across this issue or found a solution - if i am sharing on MS Teams and then i answer a call on Genesys and if i mute on Genesys then i get muted on teams as well. and if i try to unmute on Genesys so that i can be unmuted on Teams - it does not let me do it. 


    #Telephony


  • 2.  RE: Going on mute in Genesys if sharing on MS Teams.
    Best Answer

    Posted 28 days ago

    Hello Suyog,

    You may want to disable Exclusive Mode for the microphone.

    1. Right-click the Speaker icon on the Windows toolbar, and select Open Sound settings.
    2. Click Device properties located underneath Choose your output device, then click Additional device properties located underneath Related Settings.
    3. In the Line Properties window, click the Advanced tab, then uncheck Allow applications to take exclusive control of this device.
    4. Click Apply, then click OK.


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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Going on mute in Genesys if sharing on MS Teams.

    Posted 27 days ago

    Hi jason - unchecking it did not help. :( 



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    suyog gupta
    Principal Management Engineer
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    Original Message


  • 4.  RE: Going on mute in Genesys if sharing on MS Teams.

    Posted 27 days ago

    Suyog, Check the HID device settings in the browser. We have a similar issue with Webex if they are enabled. Click the site information button (just to the left of the URL).  Look for the headset or HID in the drop down and remove it.  This will remove any call control functionality between Genesys Cloud and the headset however. This is re-enabled when you log into Genesys Cloud and see the request to allow additional permissions.



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    Daniel Bergland
    Telecom Engineer
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    Original Message


  • 5.  RE: Going on mute in Genesys if sharing on MS Teams.

    Posted 26 days ago

    You could have a look at the 'Exclusive Mode'. (Sort of like a Microsoft/Windows advantage over other vendors.)
    MS Teams has the nasty habit of claiming the devices for its own. Thus excluding other applications if teams wants to use the device.

    So in the Control Panel -> Settings in Device Manager you can see if that mode is turned on the advanced tab of the headset. 



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    Andrew Lagarde
    Engineer
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    Original Message


  • 6.  RE: Going on mute in Genesys if sharing on MS Teams.

    Posted 26 days ago

    Hi @Andrew Lagarde I tried below steps as suggested by community manager. but this did not help. Looks like you are also referring to same setting.

    1. Right-click the Speaker icon on the Windows toolbar, and select Open Sound settings.
    2. Click Device properties located underneath Choose your output device, then click Additional device properties located underneath Related Settings.
    3. In the Line Properties window, click the Advanced tab, then uncheck Allow applications to take exclusive control of this device.
    4. Click Apply, then click OK.


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    suyog gupta
    Principal Management Engineer
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    Original Message


  • 7.  RE: Going on mute in Genesys if sharing on MS Teams.

    Posted 26 days ago

    What kind of headset are you using? Brand / Model? I'm wondering if maybe it has something built-in causing this.

    Are you working inside a virtual machine?

    All of our agents are provided Logi H390s. I've personally not heard of this happening before in our org and we have hundreds of agents.



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    Caleb Smith
    IGS Energy
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    Original Message


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