Genesys Cloud - Main

So a few user are reporting issue hearing the notification for the callback. I believe callback alerts and regular alerts are different based on testing done. There volume setting is all set to all high including interaction volume and they resync their bluetooth headset. And tried setting their profile to the system default. 

I'm not seeing any setting that specifically adjust the alert sound for callbacks despite the Genesys Cloud resources making mention of one:
Ringing issues for alerting interactions - Genesys Cloud Resource Center

I don't see such setting in the cloud. 

#Unsure/Other

Hi Jason

Can you check this article and tell me if configuring as this the issue persist?

https://help.mypurecloud.com/articles/ringing-issues-for-alerting-interactions/

Are you using Genesys Cloud Desktop or browser app?

Thanks

Alberto

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Alberto Sagredo
Sr Technical Account Manager EMEA
Genesys - Employees
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Our agents are reporting similar issues when using the Genesys Cloud Desktop Client. For example, if an agent is "selected" for a Callback, there does not appear to be an audible or pop-up notification from the desktop client that indicates the callback has started and that the system is about to place the call.  If that agent isn't looking or has the Desktop client minimized, the agent may be surprised to hear ring-back and/or someone saying "hello? hello?". Is this expected behavior of the Desktop client's Notifications? Should this be part of a request to the Ideas Portal?

Just to ensure we are all taking about the same thing, I would expect to set a Notification in the client under Preferences -- Notifications -- 

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Mark Knepper
UC Engineer
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