Genesys Cloud - Main

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

@Scott Kandel Id like to reach out and get more information on what you are seeing and what you have tried. I also am going to open a ticket with genesys support but wanted to indicate to them that you are also seeing the issue. Do you have a case number I could reference?

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

@April Uran We are seeing the same exact behavior/symptoms as you reported.  The issue occurs to the first inbound or outbound call after the computer is rebooted (any time during the day).  We can easily duplicate the issue on a new laptop running a fresh install of Windows 11 (no other software or apps installed, including no security software).

In the previous Genesys Community thread (which was closed), my last update was that Genesys was planning to replace the customer's Edges.  Genesys indicated this will not resolve the issue, as when Edges are updated with new software they are technically "replaced" as part of the software update process.

Following is a list of troubleshooting steps we have attempted to date:

- Created new GC audio profile
- Confirmed Microsoft Teams is not interfering with GC or PC audio devices
- Disabled Windows playback and recording devices not in use
- In GC desktop app, removed all audio profiles and configured to Use Computer Settings
- Rebooted Edges with clear cache option (completed by Genesys)
- Had one user try using a laptop instead of a PC
- Deleted and recreated user's WebRTC phone
- Uninstalled Teams
- Confirmed issue is NOT occurring on Windows 10 machines (issue occurs on Windows 11 versions 21H2 and 22H2)
- Disabled Checkpoint Endpoint Security software
- Tried wired and wireless network connections

If/when you open a Genesys case, you can reference my case 0003260211.

Let me know how things go with Genesys and I will do the same.

@Scott Kandel Id like to reach out and get more information on what you are seeing and what you have tried. I also am going to open a ticket with genesys support but wanted to indicate to them that you are also seeing the issue. Do you have a case number I could reference?

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

I have opened a case on the issue as well my case is 0003286756. Feel free to reference mine if you'd like. I do find it interesting that you don't see the issue on a windows 10 machine. We did a slow roll to windows 11 over several months (September 2022 to February 2023) and no one started reporting the issue until recently. 

@April Uran We are seeing the same exact behavior/symptoms as you reported.  The issue occurs to the first inbound or outbound call after the computer is rebooted (any time during the day).  We can easily duplicate the issue on a new laptop running a fresh install of Windows 11 (no other software or apps installed, including no security software).

In the previous Genesys Community thread (which was closed), my last update was that Genesys was planning to replace the customer's Edges.  Genesys indicated this will not resolve the issue, as when Edges are updated with new software they are technically "replaced" as part of the software update process.

Following is a list of troubleshooting steps we have attempted to date:

- Created new GC audio profile
- Confirmed Microsoft Teams is not interfering with GC or PC audio devices
- Disabled Windows playback and recording devices not in use
- In GC desktop app, removed all audio profiles and configured to Use Computer Settings
- Rebooted Edges with clear cache option (completed by Genesys)
- Had one user try using a laptop instead of a PC
- Deleted and recreated user's WebRTC phone
- Uninstalled Teams
- Confirmed issue is NOT occurring on Windows 10 machines (issue occurs on Windows 11 versions 21H2 and 22H2)
- Disabled Checkpoint Endpoint Security software
- Tried wired and wireless network connections

If/when you open a Genesys case, you can reference my case 0003260211.

Let me know how things go with Genesys and I will do the same.

@Scott Kandel Id like to reach out and get more information on what you are seeing and what you have tried. I also am going to open a ticket with genesys support but wanted to indicate to them that you are also seeing the issue. Do you have a case number I could reference?

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

@April Uran I updated my Genesys case and let them know you are also experiencing the same issue along with your Genesys case number.  I also provided them a link to this discussion.

May I inquire the NIC driver and version on your Windows 11 machines?

I have opened a case on the issue as well my case is 0003286756. Feel free to reference mine if you'd like. I do find it interesting that you don't see the issue on a windows 10 machine. We did a slow roll to windows 11 over several months (September 2022 to February 2023) and no one started reporting the issue until recently. 

@April Uran We are seeing the same exact behavior/symptoms as you reported.  The issue occurs to the first inbound or outbound call after the computer is rebooted (any time during the day).  We can easily duplicate the issue on a new laptop running a fresh install of Windows 11 (no other software or apps installed, including no security software).

In the previous Genesys Community thread (which was closed), my last update was that Genesys was planning to replace the customer's Edges.  Genesys indicated this will not resolve the issue, as when Edges are updated with new software they are technically "replaced" as part of the software update process.

Following is a list of troubleshooting steps we have attempted to date:

- Created new GC audio profile
- Confirmed Microsoft Teams is not interfering with GC or PC audio devices
- Disabled Windows playback and recording devices not in use
- In GC desktop app, removed all audio profiles and configured to Use Computer Settings
- Rebooted Edges with clear cache option (completed by Genesys)
- Had one user try using a laptop instead of a PC
- Deleted and recreated user's WebRTC phone
- Uninstalled Teams
- Confirmed issue is NOT occurring on Windows 10 machines (issue occurs on Windows 11 versions 21H2 and 22H2)
- Disabled Checkpoint Endpoint Security software
- Tried wired and wireless network connections

If/when you open a Genesys case, you can reference my case 0003260211.

Let me know how things go with Genesys and I will do the same.

@Scott Kandel Id like to reach out and get more information on what you are seeing and what you have tried. I also am going to open a ticket with genesys support but wanted to indicate to them that you are also seeing the issue. Do you have a case number I could reference?

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

@April Uran I updated my Genesys case and let them know you are also experiencing the same issue along with your Genesys case number.  I also provided them a link to this discussion.

May I inquire the NIC driver and version on your Windows 11 machines?

I have opened a case on the issue as well my case is 0003286756. Feel free to reference mine if you'd like. I do find it interesting that you don't see the issue on a windows 10 machine. We did a slow roll to windows 11 over several months (September 2022 to February 2023) and no one started reporting the issue until recently. 

@April Uran We are seeing the same exact behavior/symptoms as you reported.  The issue occurs to the first inbound or outbound call after the computer is rebooted (any time during the day).  We can easily duplicate the issue on a new laptop running a fresh install of Windows 11 (no other software or apps installed, including no security software).

In the previous Genesys Community thread (which was closed), my last update was that Genesys was planning to replace the customer's Edges.  Genesys indicated this will not resolve the issue, as when Edges are updated with new software they are technically "replaced" as part of the software update process.

Following is a list of troubleshooting steps we have attempted to date:

- Created new GC audio profile
- Confirmed Microsoft Teams is not interfering with GC or PC audio devices
- Disabled Windows playback and recording devices not in use
- In GC desktop app, removed all audio profiles and configured to Use Computer Settings
- Rebooted Edges with clear cache option (completed by Genesys)
- Had one user try using a laptop instead of a PC
- Deleted and recreated user's WebRTC phone
- Uninstalled Teams
- Confirmed issue is NOT occurring on Windows 10 machines (issue occurs on Windows 11 versions 21H2 and 22H2)
- Disabled Checkpoint Endpoint Security software
- Tried wired and wireless network connections

If/when you open a Genesys case, you can reference my case 0003260211.

Let me know how things go with Genesys and I will do the same.

@Scott Kandel Id like to reach out and get more information on what you are seeing and what you have tried. I also am going to open a ticket with genesys support but wanted to indicate to them that you are also seeing the issue. Do you have a case number I could reference?

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

Hi, it reminds me to the same issue we use to have with some users from time to time, when our CRM initialized the agent webrtc it could happen that from time to time there is no audio on the first call, and what our agents do is to place a call internally to a colleague, before going on queue or doing the first outbound call, then after an internall call is done, it works.

We have reported and provided logs to our integrator and they created a ticket in Genesys but at the end seems they cant find anything.

We are also Poly headsets.

Regards

Hernani

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

As of today we are still working with a Genesys Cloud Customer Care Technical Support Engineer.  The issue has been escalated to Genesys Cloud dev and they are reviewing the issue.  It appears this issue is specific to Windows 11.  I will update the thread as I hear more from Genesys.

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

We are still having the issue. I was finally able to recreate it on my own machine and get logs for Genesys yesterday. I don't mind to share that my case number with them is 0003286756. Feel free to reference it and maybe they will get to the bottom of it.

As of today we are still working with a Genesys Cloud Customer Care Technical Support Engineer.  The issue has been escalated to Genesys Cloud dev and they are reviewing the issue.  It appears this issue is specific to Windows 11.  I will update the thread as I hear more from Genesys.

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

Thanks for this - we've just been asked for logs on this too!

We are still having the issue. I was finally able to recreate it on my own machine and get logs for Genesys yesterday. I don't mind to share that my case number with them is 0003286756. Feel free to reference it and maybe they will get to the bottom of it.

As of today we are still working with a Genesys Cloud Customer Care Technical Support Engineer.  The issue has been escalated to Genesys Cloud dev and they are reviewing the issue.  It appears this issue is specific to Windows 11.  I will update the thread as I hear more from Genesys.

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

Can I get your case number to reference in my case? I feel like the more of these guys that see there are more than one case that really is the same the more traction we may get. I also added the link to this thread to my ticket. 

------------------------------
April Uran
Utilities Protection Center

Original Message:
Sent: 05-23-2023 10:41
From: David Hawken
Subject: No audio for first call of the day...

Thanks for this - we've just been asked for logs on this too!

------------------------------
David Hawken
Somerset County Council

Original Message:
Sent: 05-23-2023 10:36
From: April Uran
Subject: No audio for first call of the day...

We are still having the issue. I was finally able to recreate it on my own machine and get logs for Genesys yesterday. I don't mind to share that my case number with them is 0003286756. Feel free to reference it and maybe they will get to the bottom of it.

------------------------------
April Uran
Utilities Protection Center

Original Message:
Sent: 05-22-2023 17:58
From: Scott Kandel
Subject: No audio for first call of the day...

As of today we are still working with a Genesys Cloud Customer Care Technical Support Engineer.  The issue has been escalated to Genesys Cloud dev and they are reviewing the issue.  It appears this issue is specific to Windows 11.  I will update the thread as I hear more from Genesys.

------------------------------
Scott Kandel
Electroline Data Communications Inc

Original Message:
Sent: 04-12-2023 12:15
From: April Uran
Subject: No audio for first call of the day...

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

#Telephony

------------------------------
April Uran
Utilities Protection Center
------------------------------

We have been having the same ongoing issues.  For us, it only appears to happen for agents who are working in an office location, not from home.  WFH are on the same VPN though.  Our case number is 0003244412.

The workaround for us right now is to have an agent do an outbound call before they take their first call of the day.
------------------------------
Penny Petrie
Camis Inc

Original Message:
Sent: 05-23-2023 10:48
From: April Uran
Subject: No audio for first call of the day...

Can I get your case number to reference in my case? I feel like the more of these guys that see there are more than one case that really is the same the more traction we may get. I also added the link to this thread to my ticket. 

------------------------------
April Uran
Utilities Protection Center

Original Message:
Sent: 05-23-2023 10:41
From: David Hawken
Subject: No audio for first call of the day...

Thanks for this - we've just been asked for logs on this too!

------------------------------
David Hawken
Somerset County Council

Original Message:
Sent: 05-23-2023 10:36
From: April Uran
Subject: No audio for first call of the day...

We are still having the issue. I was finally able to recreate it on my own machine and get logs for Genesys yesterday. I don't mind to share that my case number with them is 0003286756. Feel free to reference it and maybe they will get to the bottom of it.

------------------------------
April Uran
Utilities Protection Center

Original Message:
Sent: 05-22-2023 17:58
From: Scott Kandel
Subject: No audio for first call of the day...

As of today we are still working with a Genesys Cloud Customer Care Technical Support Engineer.  The issue has been escalated to Genesys Cloud dev and they are reviewing the issue.  It appears this issue is specific to Windows 11.  I will update the thread as I hear more from Genesys.

------------------------------
Scott Kandel
Electroline Data Communications Inc

Original Message:
Sent: 04-12-2023 12:15
From: April Uran
Subject: No audio for first call of the day...

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

#Telephony

------------------------------
April Uran
Utilities Protection Center
------------------------------

We are still having the issue. I was finally able to recreate it on my own machine and get logs for Genesys yesterday. I don't mind to share that my case number with them is 0003286756. Feel free to reference it and maybe they will get to the bottom of it.

------------------------------
April Uran
Utilities Protection Center

Original Message:
Sent: 05-22-2023 17:58
From: Scott Kandel
Subject: No audio for first call of the day...

As of today we are still working with a Genesys Cloud Customer Care Technical Support Engineer.  The issue has been escalated to Genesys Cloud dev and they are reviewing the issue.  It appears this issue is specific to Windows 11.  I will update the thread as I hear more from Genesys.

------------------------------
Scott Kandel
Electroline Data Communications Inc

Original Message:
Sent: 04-12-2023 12:15
From: April Uran
Subject: No audio for first call of the day...

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

#Telephony

------------------------------
April Uran
Utilities Protection Center
------------------------------

@Linda Decker @David Hawken @Hernani Ferrando @Scott Baumann

Do you or your Genesys partner have a Genesys case open for this issue?  If not, I would recommend opening a case and referencing this community thread and April's case (0003286756) and my case (0003260211).

------------------------------
Scott Kandel
Electroline Data Communications Inc

Original Message:
Sent: 05-23-2023 10:36
From: April Uran
Subject: No audio for first call of the day...

We are still having the issue. I was finally able to recreate it on my own machine and get logs for Genesys yesterday. I don't mind to share that my case number with them is 0003286756. Feel free to reference it and maybe they will get to the bottom of it.

------------------------------
April Uran
Utilities Protection Center

Original Message:
Sent: 05-22-2023 17:58
From: Scott Kandel
Subject: No audio for first call of the day...

As of today we are still working with a Genesys Cloud Customer Care Technical Support Engineer.  The issue has been escalated to Genesys Cloud dev and they are reviewing the issue.  It appears this issue is specific to Windows 11.  I will update the thread as I hear more from Genesys.

------------------------------
Scott Kandel
Electroline Data Communications Inc

Original Message:
Sent: 04-12-2023 12:15
From: April Uran
Subject: No audio for first call of the day...

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

#Telephony

------------------------------
April Uran
Utilities Protection Center
------------------------------

@Linda Decker @David Hawken @Hernani Ferrando @Scott Baumann

Do you or your Genesys partner have a Genesys case open for this issue?  If not, I would recommend opening a case and referencing this community thread and April's case (0003286756) and my case (0003260211).

------------------------------
Scott Kandel
Electroline Data Communications Inc

Original Message:
Sent: 05-23-2023 10:36
From: April Uran
Subject: No audio for first call of the day...

We are still having the issue. I was finally able to recreate it on my own machine and get logs for Genesys yesterday. I don't mind to share that my case number with them is 0003286756. Feel free to reference it and maybe they will get to the bottom of it.

------------------------------
April Uran
Utilities Protection Center

Original Message:
Sent: 05-22-2023 17:58
From: Scott Kandel
Subject: No audio for first call of the day...

As of today we are still working with a Genesys Cloud Customer Care Technical Support Engineer.  The issue has been escalated to Genesys Cloud dev and they are reviewing the issue.  It appears this issue is specific to Windows 11.  I will update the thread as I hear more from Genesys.

------------------------------
Scott Kandel
Electroline Data Communications Inc

Original Message:
Sent: 04-12-2023 12:15
From: April Uran
Subject: No audio for first call of the day...

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

#Telephony

------------------------------
April Uran
Utilities Protection Center
------------------------------

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

Just wanted to let everyone know that as of May 30 Genesys dev is still investigating this issue.  I will update the thread as I hear more from Genesys.

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

Has anyone made progress on this issue? We still get the problem, we've tried creating new audio profiles but it doesn't work either. Not sure where else to go with it

Just wanted to let everyone know that as of May 30 Genesys dev is still investigating this issue.  I will update the thread as I hear more from Genesys.

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

Hello all,

After troubleshooting this issue closely with Genesys dev, we have confirmed that the latest Genesys Cloud desktop app for Windows 10 + (version 2.26.742) resolves the issue reported in this ticket (no audio on first call of the day).  Here is a link to the Genesys Cloud Resource Center where you can download this version:

https://help.mypurecloud.com/articles/desktop-app/

Please feel free to reply with your results.

------------------------------
Scott Kandel
Electroline Data Communications Inc

Original Message:
Sent: 04-12-2023 12:15
From: April Uran
Subject: No audio for first call of the day...

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

#Telephony

------------------------------
April Uran
Utilities Protection Center
------------------------------

@Scott Kandel - That's wonderful for the Desktop App users, but per the original post, did Genesys Dev give any advice/resolution for the rest of us Web App & Embedded Client (e.g. Salesforce) users?

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 09-12-2023 10:36
From: Scott Kandel
Subject: No audio for first call of the day...

Hello all,

After troubleshooting this issue closely with Genesys dev, we have confirmed that the latest Genesys Cloud desktop app for Windows 10 + (version 2.26.742) resolves the issue reported in this ticket (no audio on first call of the day).  Here is a link to the Genesys Cloud Resource Center where you can download this version:

https://help.mypurecloud.com/articles/desktop-app/

Please feel free to reply with your results.

------------------------------
Scott Kandel
Electroline Data Communications Inc

Original Message:
Sent: 04-12-2023 12:15
From: April Uran
Subject: No audio for first call of the day...

Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. 

We are using the browser version of GC in Chrome. 
Chrome is fully updated
We are widows 11 Lenovo laptops (E595, E15, and L15s) all of these machines are fully patched. 
We are using WebRTC phones with Plantronics headsets. 
We DO NOT use persistent connection. 

@Scott Kandel my post got moved to this part of Genesys community. 

#Telephony

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April Uran
Utilities Protection Center
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