Genesys Cloud - Main

Hi everyone,

I would like to ask for your support on Genesys Cloud Idea CEV-I-742.

Today, Genesys Cloud provides useful call quality metrics through the Call Quality Details API, such as jitter, latency, and packet loss. However, in many real-world troubleshooting scenarios, these aggregated metrics are not enough to fully diagnose complex audio issues.

For example, issues such as one-way audio, no audio, robotic or distorted sound, intermittent audio drops, echo, out-of-order RTP packets, burst packet loss, SSRC changes, timestamp inconsistencies, codec changes during the call, or differences between inbound and outbound media streams often require direct RTP analysis.

Currently, the PCAP file available for download contains only SIP signaling, without the actual Audio/RTP stream. For customers using BYOC Cloud, this means that teams often need to enable Media Capture on the trunk and open a support case whenever deeper analysis is required. This increases troubleshooting time and can impact mission-critical operations.

The idea proposes allowing Audio/RTP to be included in PCAP downloads when Media Capture is explicitly enabled on the trunk. This would give administrators, partners, and telecom engineers more autonomy to troubleshoot media issues directly, reduce MTTR, and avoid unnecessary support cases.

Genesys has already responded that this idea needs more votes and comments to move forward, so any support from the community would be greatly appreciated.

If this feature would help your organization, please consider voting and commenting on idea CEV-I-742.

Thank you!

Hello, @Elisson Fernandes.

By far, this would be the most useful thing if implemented. Currently, we face a lot of network issues that are really hard to diagnose without the customer network team. With this, we could troubleshoot issues faster and reduce customer impacts.

Voted!

Hi everyone,

I would like to ask for your support on Genesys Cloud Idea CEV-I-742.

Today, Genesys Cloud provides useful call quality metrics through the Call Quality Details API, such as jitter, latency, and packet loss. However, in many real-world troubleshooting scenarios, these aggregated metrics are not enough to fully diagnose complex audio issues.

For example, issues such as one-way audio, no audio, robotic or distorted sound, intermittent audio drops, echo, out-of-order RTP packets, burst packet loss, SSRC changes, timestamp inconsistencies, codec changes during the call, or differences between inbound and outbound media streams often require direct RTP analysis.

Currently, the PCAP file available for download contains only SIP signaling, without the actual Audio/RTP stream. For customers using BYOC Cloud, this means that teams often need to enable Media Capture on the trunk and open a support case whenever deeper analysis is required. This increases troubleshooting time and can impact mission-critical operations.

The idea proposes allowing Audio/RTP to be included in PCAP downloads when Media Capture is explicitly enabled on the trunk. This would give administrators, partners, and telecom engineers more autonomy to troubleshoot media issues directly, reduce MTTR, and avoid unnecessary support cases.

Genesys has already responded that this idea needs more votes and comments to move forward, so any support from the community would be greatly appreciated.

If this feature would help your organization, please consider voting and commenting on idea CEV-I-742.

Thank you!

Hi everyone,

I would like to ask for your support on Genesys Cloud Idea CEV-I-742.

Today, Genesys Cloud provides useful call quality metrics through the Call Quality Details API, such as jitter, latency, and packet loss. However, in many real-world troubleshooting scenarios, these aggregated metrics are not enough to fully diagnose complex audio issues.

For example, issues such as one-way audio, no audio, robotic or distorted sound, intermittent audio drops, echo, out-of-order RTP packets, burst packet loss, SSRC changes, timestamp inconsistencies, codec changes during the call, or differences between inbound and outbound media streams often require direct RTP analysis.

Currently, the PCAP file available for download contains only SIP signaling, without the actual Audio/RTP stream. For customers using BYOC Cloud, this means that teams often need to enable Media Capture on the trunk and open a support case whenever deeper analysis is required. This increases troubleshooting time and can impact mission-critical operations.

The idea proposes allowing Audio/RTP to be included in PCAP downloads when Media Capture is explicitly enabled on the trunk. This would give administrators, partners, and telecom engineers more autonomy to troubleshoot media issues directly, reduce MTTR, and avoid unnecessary support cases.

Genesys has already responded that this idea needs more votes and comments to move forward, so any support from the community would be greatly appreciated.

If this feature would help your organization, please consider voting and commenting on idea CEV-I-742.

Thank you!

Hi everyone,

I would like to ask for your support on Genesys Cloud Idea CEV-I-742.

Today, Genesys Cloud provides useful call quality metrics through the Call Quality Details API, such as jitter, latency, and packet loss. However, in many real-world troubleshooting scenarios, these aggregated metrics are not enough to fully diagnose complex audio issues.

For example, issues such as one-way audio, no audio, robotic or distorted sound, intermittent audio drops, echo, out-of-order RTP packets, burst packet loss, SSRC changes, timestamp inconsistencies, codec changes during the call, or differences between inbound and outbound media streams often require direct RTP analysis.

Currently, the PCAP file available for download contains only SIP signaling, without the actual Audio/RTP stream. For customers using BYOC Cloud, this means that teams often need to enable Media Capture on the trunk and open a support case whenever deeper analysis is required. This increases troubleshooting time and can impact mission-critical operations.

The idea proposes allowing Audio/RTP to be included in PCAP downloads when Media Capture is explicitly enabled on the trunk. This would give administrators, partners, and telecom engineers more autonomy to troubleshoot media issues directly, reduce MTTR, and avoid unnecessary support cases.

Genesys has already responded that this idea needs more votes and comments to move forward, so any support from the community would be greatly appreciated.

If this feature would help your organization, please consider voting and commenting on idea CEV-I-742.

Thank you!

Hi everyone,

I would like to ask for your support on Genesys Cloud Idea CEV-I-742.

Today, Genesys Cloud provides useful call quality metrics through the Call Quality Details API, such as jitter, latency, and packet loss. However, in many real-world troubleshooting scenarios, these aggregated metrics are not enough to fully diagnose complex audio issues.

For example, issues such as one-way audio, no audio, robotic or distorted sound, intermittent audio drops, echo, out-of-order RTP packets, burst packet loss, SSRC changes, timestamp inconsistencies, codec changes during the call, or differences between inbound and outbound media streams often require direct RTP analysis.

Currently, the PCAP file available for download contains only SIP signaling, without the actual Audio/RTP stream. For customers using BYOC Cloud, this means that teams often need to enable Media Capture on the trunk and open a support case whenever deeper analysis is required. This increases troubleshooting time and can impact mission-critical operations.

The idea proposes allowing Audio/RTP to be included in PCAP downloads when Media Capture is explicitly enabled on the trunk. This would give administrators, partners, and telecom engineers more autonomy to troubleshoot media issues directly, reduce MTTR, and avoid unnecessary support cases.

Genesys has already responded that this idea needs more votes and comments to move forward, so any support from the community would be greatly appreciated.

If this feature would help your organization, please consider voting and commenting on idea CEV-I-742.

Thank you!

Hi everyone,

I would like to ask for your support on Genesys Cloud Idea CEV-I-742.

Today, Genesys Cloud provides useful call quality metrics through the Call Quality Details API, such as jitter, latency, and packet loss. However, in many real-world troubleshooting scenarios, these aggregated metrics are not enough to fully diagnose complex audio issues.

For example, issues such as one-way audio, no audio, robotic or distorted sound, intermittent audio drops, echo, out-of-order RTP packets, burst packet loss, SSRC changes, timestamp inconsistencies, codec changes during the call, or differences between inbound and outbound media streams often require direct RTP analysis.

Currently, the PCAP file available for download contains only SIP signaling, without the actual Audio/RTP stream. For customers using BYOC Cloud, this means that teams often need to enable Media Capture on the trunk and open a support case whenever deeper analysis is required. This increases troubleshooting time and can impact mission-critical operations.

The idea proposes allowing Audio/RTP to be included in PCAP downloads when Media Capture is explicitly enabled on the trunk. This would give administrators, partners, and telecom engineers more autonomy to troubleshoot media issues directly, reduce MTTR, and avoid unnecessary support cases.

Genesys has already responded that this idea needs more votes and comments to move forward, so any support from the community would be greatly appreciated.

If this feature would help your organization, please consider voting and commenting on idea CEV-I-742.

Thank you!

Hi everyone,

I would like to ask for your support on Genesys Cloud Idea CEV-I-742.

Today, Genesys Cloud provides useful call quality metrics through the Call Quality Details API, such as jitter, latency, and packet loss. However, in many real-world troubleshooting scenarios, these aggregated metrics are not enough to fully diagnose complex audio issues.

For example, issues such as one-way audio, no audio, robotic or distorted sound, intermittent audio drops, echo, out-of-order RTP packets, burst packet loss, SSRC changes, timestamp inconsistencies, codec changes during the call, or differences between inbound and outbound media streams often require direct RTP analysis.

Currently, the PCAP file available for download contains only SIP signaling, without the actual Audio/RTP stream. For customers using BYOC Cloud, this means that teams often need to enable Media Capture on the trunk and open a support case whenever deeper analysis is required. This increases troubleshooting time and can impact mission-critical operations.

The idea proposes allowing Audio/RTP to be included in PCAP downloads when Media Capture is explicitly enabled on the trunk. This would give administrators, partners, and telecom engineers more autonomy to troubleshoot media issues directly, reduce MTTR, and avoid unnecessary support cases.

Genesys has already responded that this idea needs more votes and comments to move forward, so any support from the community would be greatly appreciated.

If this feature would help your organization, please consider voting and commenting on idea CEV-I-742.

Thank you!

Hi everyone,

I would like to ask for your support on Genesys Cloud Idea CEV-I-742.

Today, Genesys Cloud provides useful call quality metrics through the Call Quality Details API, such as jitter, latency, and packet loss. However, in many real-world troubleshooting scenarios, these aggregated metrics are not enough to fully diagnose complex audio issues.

For example, issues such as one-way audio, no audio, robotic or distorted sound, intermittent audio drops, echo, out-of-order RTP packets, burst packet loss, SSRC changes, timestamp inconsistencies, codec changes during the call, or differences between inbound and outbound media streams often require direct RTP analysis.

Currently, the PCAP file available for download contains only SIP signaling, without the actual Audio/RTP stream. For customers using BYOC Cloud, this means that teams often need to enable Media Capture on the trunk and open a support case whenever deeper analysis is required. This increases troubleshooting time and can impact mission-critical operations.

The idea proposes allowing Audio/RTP to be included in PCAP downloads when Media Capture is explicitly enabled on the trunk. This would give administrators, partners, and telecom engineers more autonomy to troubleshoot media issues directly, reduce MTTR, and avoid unnecessary support cases.

Genesys has already responded that this idea needs more votes and comments to move forward, so any support from the community would be greatly appreciated.

If this feature would help your organization, please consider voting and commenting on idea CEV-I-742.

Thank you!