Genesys Cloud - Main

Hello,
I have agents with notifications correctly activated who do not always listen to incoming call notifications.

There are notifications that do not sound and others that do.

Does anyone know why this happens?

Thanks,
Iratxe.
#Omni-ChannelDesktop/UserInterface

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Iratxe Jimenez
Evolutio Cloud Enabler, S.A.
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Depends on if you are in the web client or desktop client.

In the Web Client, you can specify volume for each media type under preferences.  


In the Desktop Client, you have the above as well as the pop and sounds settings in Notifications:


Also, check that the agents without sound are not set for Auto-Answer.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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If you are using WebRTC phones, you may also want to look at enabling the Persistent Connection option. 

If agent's are receiving notifications 100% every time, but sometimes the sound is missing this likely won't help. I've seen some customers with network issues where it has helped. 

https://help.mypurecloud.com/articles/use-persistent-connection-feature-genesys-cloud-webrtc-phone/

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Paul Dittrich
Genesys - Employees
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