Genesys Cloud CX

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  • 1.  Intermittent audio issues ONLY on Lenovo Thinkpad Gen 2 T14

    Posted 06-07-2022 15:19
    Hello all,

    We have been fighting this issue for a couple of weeks and checking this board to see if anyone else has come across it.

    We recently rolled out WebRTC to our customer service reps. They use it in VDI, through the Genesys web app, with media helper running on their local side. They use Jabra wired headsets (the Genesys recommended ones).

    Overall it is working fine EXCEPT for any CSR who has a Lenovo Thinkpad Gen 2 T14 laptop. With these users, the intermittently drop audio mid-call or at the start of the call. We have to disable/enable the device on local each time this happens. Older laptops, Lenovo Thinkpad Gen 1 T14 DO NOT have the issue. We have been trying different audio and chipset drivers, updating the BIOS, etc but have not been able to clear the issue. Also tried with and without the Jabra software installed.

    We need a resolution with this model as the desktop team plans to roll it out to more users.

    Thanks in advance!
    #SystemAdministration
    #Telephony

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    Jason Wing
    Encova -Motorists Insurance Group
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  • 2.  RE: Intermittent audio issues ONLY on Lenovo Thinkpad Gen 2 T14

    Posted 07-04-2022 10:42
    We have a Lenovo Thinkpad L15 Gen 2 and Logitech wired headset environment and are experiencing very similar issues. They will either drop audio mid-call or at the beginning of the call to which they cannot hear the other person on the other end of the line, but the other person can hear them. Here is what we have determined so far:

    - Does not happen to all end-users, but a select few continue to have the problem even after the device was replaced (another L15 provided)
    - Headsets have been replaced, even switched to different Logitech models
    - Occurs in multiple remote and office locations (and network tests come back satisfactory through diagnostics)
    - All PC drivers and firmware is up to date
    - Chrome is up to date

    It seems that the frequency of audio dropping is not as often as it was when this issue first began. For a while, it used to happen about every second or third call, but now only about twice a day. This has been going on for about a month and a half at this point, but we can't seem to determine what exactly is causing this after working with different Genesys support agents (still in progress). We have had these devices since last year and there were no issues until this May.

    Hope this helps bring some attention and provides insight into this issue. If anyone has found any sort of cause or solution, definitely let us know :)




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    Bladen Boyd
    Twiddy and Company of Duck, Inc.
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  • 3.  RE: Intermittent audio issues ONLY on Lenovo Thinkpad Gen 2 T14

    Top 25 Contributor
    Posted 07-04-2022 21:46

    We are also having audio issues with our new Lenovo T15 Gen 2 laptops (using 11th Gen Intel CPU's) - and not just with Genesys Cloud. Issues range from:

    a) headset not detected
    b) microphone not detected
    c) after plugging in headset, Teams says 'not enough memory'

    Our main workaround is to either:

    a) if using a USB-C Hybrid docking station, not using any of the USB3 / SuperSpeed ports
    b) unplug and plug back in the docking station
    c) reinstalling the USB drivers

    However the workarounds still seem to be hit a miss. Only seems to be issue with the new Lenovo Gen 2 laptops, the Gen 1 (using 10th Gen Intel CPU's) are not affected.



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    Jeff
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  • 4.  RE: Intermittent audio issues ONLY on Lenovo Thinkpad Gen 2 T14

    Posted 07-05-2022 12:48
    We've had similar reports across our various Lenovo devices. So far, we've instructed people to go into the settings and create an audio profile that specifically sets the correct audio devices, rather than using the system default, with mixed results. Are all of your users with this problem using the system default profile?

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    Duncan Maloch
    Sonic.net
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  • 5.  RE: Intermittent audio issues ONLY on Lenovo Thinkpad Gen 2 T14

    Posted 07-05-2022 16:23
    A good amount of our people normally do just use the system defaults instead of relying on the different audio profiles for the simplicity of it, but we will definitely start asking them to create an audio profile and see what we get.

    Appreciate the advice, and thank you to everyone else who has tipped off possible solutions thus far! Will report back any positive results.

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    Bladen Boyd
    Twiddy and Company of Duck, Inc.
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  • 6.  RE: Intermittent audio issues ONLY on Lenovo Thinkpad Gen 2 T14

    Posted 07-06-2022 08:20
    The standard we use is to create an audio profile and select the headset for the microphone setting. In our case we use a Jabra wired headset (the one Genesys recommends). We seem to have the issue whether we use a created audio profile or use default.

    Our overall standard setup is Genesys web client using WebRTC on VDI with Media Helper running on local.

    I am actively troubleshooting this issue with Genesys support and our team is also trying to work a ticket through Lenovo.

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    Jason Wing
    Encova Mutual Insurance Group
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  • 7.  RE: Intermittent audio issues ONLY on Lenovo Thinkpad Gen 2 T14

    Posted 07-06-2022 11:15
    Thanks for the info, please do post back when you've got answers from both!

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    Duncan Maloch
    Sonic.net
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  • 8.  RE: Intermittent audio issues ONLY on Lenovo Thinkpad Gen 2 T14

    Posted 07-13-2022 16:26
    Hi everyone,

    After some trial and error based on our discussions and some research, we believe we have tried something that has worked for us and wanted to share. We noticed that our Lenovo machines come with a couple of Intel branded sound drivers (details below) installed out of the box that our dell machines do not have. We ended up disabling these and keeping sound drivers related only to the headset installed (as it is on our Dell machines). The responses from our users so far have been positive, saying they are no longer experiencing sudden drops mid-call. Whether that is coincidental or these actually interfere with the drivers for the headset somehow (or if this is something that should not be done), we are not sure at this point, but figured it was worth letting everyone know. The specific drivers are:

    "Intel Smart Sound Technology for Digital Microphones"
    and
    "Intel Smart Sound Technology for USB Audio"

    Both are located under Sound, video, and game controllers in the device manager.

    Cheers

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    Bladen Boyd
    Twiddy and Company of Duck, Inc.
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  • 9.  RE: Intermittent audio issues ONLY on Lenovo Thinkpad Gen 2 T14

    Posted 12 days ago
    Thank you Bladen for your post! Great discovery! Based on this info, we have disabled the same devices and a couple test users and their audio issues have significantly reduced. It is a very telling difference. We are now in the process of rolling this fix out to all of our WebRTC users on this model of laptop.


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    Jason Wing
    Encova Mutual Insurance Group
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