Genesys Cloud - Main

Hey all... I have one agent who IS able to hear a ringtone alerting about an INTERNAL call to their extension, but when there is a call from an external number (cell calling into a TFN), they are NOT able to hear a ringtone alerting about the call. They get the pop-up notification in both cases, but no ringtone on the external call-in.

Agent is using Chrome on an Apple iMac. Speedtest is solid. All volume settings are accurate. Profile is set for sound as expected.

Thoughts?

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?

Hey all... I have one agent who IS able to hear a ringtone alerting about an INTERNAL call to their extension, but when there is a call from an external number (cell calling into a TFN), they are NOT able to hear a ringtone alerting about the call. They get the pop-up notification in both cases, but no ringtone on the external call-in.

Agent is using Chrome on an Apple iMac. Speedtest is solid. All volume settings are accurate. Profile is set for sound as expected.

Thoughts?

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?

Hey all... I have one agent who IS able to hear a ringtone alerting about an INTERNAL call to their extension, but when there is a call from an external number (cell calling into a TFN), they are NOT able to hear a ringtone alerting about the call. They get the pop-up notification in both cases, but no ringtone on the external call-in.

Agent is using Chrome on an Apple iMac. Speedtest is solid. All volume settings are accurate. Profile is set for sound as expected.

Thoughts?

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?

Hey all... I have one agent who IS able to hear a ringtone alerting about an INTERNAL call to their extension, but when there is a call from an external number (cell calling into a TFN), they are NOT able to hear a ringtone alerting about the call. They get the pop-up notification in both cases, but no ringtone on the external call-in.

Agent is using Chrome on an Apple iMac. Speedtest is solid. All volume settings are accurate. Profile is set for sound as expected.

Thoughts?