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!

Thank you!

This is a great idea love to see the feedback. 

Hi Lilian,

Thank you for your vote and support!

That's a great idea!

Very useful for day-to-day analysis tasks.🙂

Hi. This is an interesting idea, I've already voted.

Hi @Jeanpierre Echevarria,

Hi Elisson,

That's a great idea and will be very helpful. 

I voted.

Hi @Luiz Rosa,

Thank you for your vote!

Hi @Kaio Oliveira,

@Elisson Fernandes voted.

Fully supporting this idea. Having RTP included in PCAPs (when Media Capture is enabled) would massively improve troubleshooting for real audio issues. SIP‑only captures aren't enough for diagnosing one‑way audio, drops, or distortion. This feature would reduce MTTR, cut down support cases, and give customers proper visibility into their media streams. Definitely needed.

Hi @Phaneendra Avatapalli,

Thanks for supporting the idea. I completely agree.

Great @Elisson Fernandes , those scenarios still persist, so this implementation would be fair and necessary.
Voted!!
Regards

Hi @Jorge Candia,

Thank you for your vote!

Great @Elisson Fernandes , those scenarios still persist, so this implementation would be fair and necessary.Voted!!Regards

Hi Elisson,

I found it useful, so I voted for it.

Hi @Fatih Gegin,

Thank you!

Hi Elisson,

I voted.

Hi @Gabriel Garcia,

Thank you!

Hi Elisson,

That's a great idea and will be very helpful. 

I voted.

Voted

This would be extremely helpful

Hi @Daniel Souza,
 
Thank you for your vote!

Excellent idea. Having RTP/audio included in PCAP downloads when Media Capture is enabled would greatly improve troubleshooting for BYOC Cloud environments and reduce dependency on support cases for deep media analysis.

Hi @Raphael Poliesi,
 
Thank you for your vote!

I agree with the idea. There are countless situations where this feature would have greatly helped during the troubleshooting process.

Hi @Luiz Santos Bandeira,

Thank you for your vote!

Hello Elisson,

I found the idea very useful, its implementation would help a lot with the analyses.

I vote yes!

Hi @Joemi dos Santos Souza,

Thank you for your vote!

Hi @Elisson Fernandes!!

This is an awesome ideia. Will be very helpfull if this option is enable. 

Voted.

Hi @Christian Kato,

Thank you for your vote!

Voted, this is helpful.

Hi @Alesson Santos,

Thank you for your vote!