An issue has occurred where the operator's (OP) voice is not transmitted to the external party when making an outbound call using the Salesforce "Click-to-Dial" feature on a device running Genesys Cloud for Salesforce.
Currently, this issue is limited to a specific operator/device combination.
We have not yet performed isolation testing to see what happens if the operator uses a different device or if another operator uses the affected device.
Listening to the call recordings stored in Genesys Cloud reveals the same situation.
Regarding the operator's audio, it is not completely silent; instead, a faint white noise is audible throughout the call.
In contrast, the external party's audio is recorded clearly in Genesys Cloud.
This phenomenon occurred in 3 out of 21 calls made by the specific operator/device over a two-day period.
In all instances, the issue occurred only during outbound calls.
No such issue has occurred with other operators or devices, whether for outbound or inbound calls.
Since the issue is not occurring with other operators or devices, we initially suspected a device-specific problem (such as with the headset). However, the following points make it difficult to definitively attribute the issue to that specific operator/device:
・It occurs only in some outbound calls for the specific operator/device and never in inbound calls.
・No issues occurred in the calls immediately preceding or following the affected calls.
・When the operator's voice is inaudible, it is completely silent; when audible, it is clear with no issues.
There are no intermediate symptoms such as difficulty hearing, background noise, or low volume.
Questions:
(1) How should we go about isolating the cause of this issue?
(2) Have similar issues been reported by other companies?
Thank you for your assistance.
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Masahiro Shioi
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