Genesys Cloud - Main

Hello Matt,

That certainly does sound odd. I'm not aware of any settings that would cause internal calls to ring properly, but make inbound calls not ring through. 

I've included a screenshot of the sound settings from my dev org.

Does this happen on any inbound call? or does it only occur when they are receiving calls from specific queues?

Thanks, Jason... those match mine as well. Happens on any inbound call. Strange. And this agent is the only one it is happening to. There is something unique here, but I cannot isolate it.

Hello Matt,

That certainly does sound odd. I'm not aware of any settings that would cause internal calls to ring properly, but make inbound calls not ring through. 

I've included a screenshot of the sound settings from my dev org.

Does this happen on any inbound call? or does it only occur when they are receiving calls from specific queues?

If it's isolated to inbound calls, I would maybe have them change their ringtone and log out and then back in again. If that doesn't work, you might want to open a case with Product Support so that our UI team could take a look at any console and network logs that you're able to gather. If you do open a case with Product Support, please let me know what the case number is so that I can monitor the case internally as well.

Thanks, Jason... those match mine as well. Happens on any inbound call. Strange. And this agent is the only one it is happening to. There is something unique here, but I cannot isolate it.

Hello Matt,

That certainly does sound odd. I'm not aware of any settings that would cause internal calls to ring properly, but make inbound calls not ring through. 

I've included a screenshot of the sound settings from my dev org.

Does this happen on any inbound call? or does it only occur when they are receiving calls from specific queues?