Genesys Cloud - Main

Hi Genesys Community,

We're encountering a serious issue where members on our calls are reporting that they hear unrelated audio during their interactions. This includes:

• Hold music that doesn't match our configuration
• Other conversations not involving our agents
• Agents asking for "John 3:16" (not part of our organization)
• Automated prompts from unknown systems

We're running a Genesys Cloud CX → Cisco BYOC setup, and have disabled carriers one by one to rule out external routing issues. The problem persists intermittently across both Genesys Cloud CX (WebRTC) and Genesys Engage (Premise) environments.

We've ruled out local device issues and are actively:

• Flagging affected interactions
• Running the WebRTC Troubleshooter
• Reviewing trunk/media configurations
• Considering deeper packet-level analysis

Has anyone else experienced cross-system audio bleed like this? Could it be a misrouting issue at the SBC or SIP trunk level? Any insights or similar cases would be incredibly helpful.

Thanks!

It really unlikely you have  crossed wires in Genesys without customization to enable that specificallt through a conference or audio connector .  What carrier do you have?  Intelepeer had an issue last week that caused a targeted conversation to be conferenced into agent calls.  

Hi Genesys Community,

We're encountering a serious issue where members on our calls are reporting that they hear unrelated audio during their interactions. This includes:

• Hold music that doesn't match our configuration
• Other conversations not involving our agents
• Agents asking for "John 3:16" (not part of our organization)
• Automated prompts from unknown systems

We're running a Genesys Cloud CX → Cisco BYOC setup, and have disabled carriers one by one to rule out external routing issues. The problem persists intermittently across both Genesys Cloud CX (WebRTC) and Genesys Engage (Premise) environments.

We've ruled out local device issues and are actively:

• Flagging affected interactions
• Running the WebRTC Troubleshooter
• Reviewing trunk/media configurations
• Considering deeper packet-level analysis

Has anyone else experienced cross-system audio bleed like this? Could it be a misrouting issue at the SBC or SIP trunk level? Any insights or similar cases would be incredibly helpful.

Thanks!