Genesys Cloud - Main

Hello,

Some users are experiencing issues with one way audio, while on MS Edge.   Same impacted users can use Chrome.

Looks like the issues started with edge version 146.0.3856.59.  Are there any settings I should review or can modify?

#Telephony

------------------------------
Pauline Hittle
IT Project Manager
------------------------------

Hi Pauline,

You might find this thread helpful:

https://community.genesys.com/discussion/genesys-cloud-sound-bug-when-using-microsoft-edge-newest-version-1200221061-official-build-64-bit

It discusses a similar one-way audio issue related to an Edge update. While the version mentioned there is different, the behaviour looks quite similar and may help point you in the right direction.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 03-18-2026 09:33
From: Pauline Hittle
Subject: One Way Audio in Edge

Hello,

Some users are experiencing issues with one way audio, while on MS Edge.   Same impacted users can use Chrome.

Looks like the issues started with edge version 146.0.3856.59.  Are there any settings I should review or can modify?

#Telephony

------------------------------
Pauline Hittle
IT Project Manager
------------------------------

Hello,

Some users are experiencing issues with one way audio, while on MS Edge.   Same impacted users can use Chrome.

Looks like the issues started with edge version 146.0.3856.59.  Are there any settings I should review or can modify?

We have seen this same behavior on our network.

Seems to have started w version 146.0.3856.59. Strangely enough if I run same version of Edge on a home Win11 machine, audio works fine. The one way audio we are experiencing is our agents cannot hear the caller, but the caller can hear the agents. Chrome and Desktop App both are working fine.

We did open a support case w Genesys on it just in case it was/is helpful.

Hello,

Some users are experiencing issues with one way audio, while on MS Edge.   Same impacted users can use Chrome.

Looks like the issues started with edge version 146.0.3856.59.  Are there any settings I should review or can modify?

Hello,

Some users are experiencing issues with one way audio, while on MS Edge.   Same impacted users can use Chrome.

Looks like the issues started with edge version 146.0.3856.59.  Are there any settings I should review or can modify?

Hello!

We also having the same issue. (but I don't remember the issue in 2024). 
At this point, I managed to recreate the issue, and hope helps anyone else having the same issue. 

The issue seems to be rooted from "AutoplayAllowed"  setting in the Edge policy set via GPO (can be checked via  edge://policy/) 

Setting to "Disabled" sets media autoplay to "Block". This setting blocks all websites from autoplaying media, regardless of engagement or site activity. Media will only play after an explicit user action. Before Microsoft Edge version 92, this would set media autoplay to "Block", and from version 92 through 144 it mapped to "Limit". This limits websites that are allowed to autoplay media to webpages with high media engagement and active WebRTC streams. Beginning with Microsoft Edge version 145, "Disabled" once again maps to "Block". Users can't override this policy.

Source: https://learn.microsoft.com/en-us/deployedge/microsoft-edge-browser-policies/autoplayallowed#:~:text=Setting%20to%20%22Disabled,override%20this%20policy

If you have AutoplayAllowed = false , then ensure you have Genesys URLs in  "AutoplayAllowlist"    as per above link, it was not enforced till version 145

If you have Registry edit access.  You can add the Genesys URLs (eg "[*.]mypurecloud.de" )  strings individually to   "Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Edge\AutoplayAllowlist"

Registry file would look like:

Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Edge]
"AutoplayAllowed"=dword:00000000

[HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Edge\AutoplayAllowlist]
"1"="[*.]mypurecloud.de"

Kind regards

Hello,

Some users are experiencing issues with one way audio, while on MS Edge.   Same impacted users can use Chrome.

Looks like the issues started with edge version 146.0.3856.59.  Are there any settings I should review or can modify?

Hi Rajneesh,

Thank you!

This absolutely is our issue. We've tested on several machines and added our Genesys Cloud region to the Allow List in Microsoft Edge. We did so by opening Edge and going to edge://settings/content/mediaAutoplay then added our Genesys Cloud region there. We now have two way audio. We have rebooted and two way audio remained successful. We will explore pushing this out via group policy next.

Thank you for digging in and sharing. Hopefully this helps Pauline and others too!

Regards!

Hello!

We also having the same issue. (but I don't remember the issue in 2024). 
At this point, I managed to recreate the issue, and hope helps anyone else having the same issue. 

The issue seems to be rooted from "AutoplayAllowed"  setting in the Edge policy set via GPO (can be checked via  edge://policy/) 

Setting to "Disabled" sets media autoplay to "Block". This setting blocks all websites from autoplaying media, regardless of engagement or site activity. Media will only play after an explicit user action. Before Microsoft Edge version 92, this would set media autoplay to "Block", and from version 92 through 144 it mapped to "Limit". This limits websites that are allowed to autoplay media to webpages with high media engagement and active WebRTC streams. Beginning with Microsoft Edge version 145, "Disabled" once again maps to "Block". Users can't override this policy.

Source: https://learn.microsoft.com/en-us/deployedge/microsoft-edge-browser-policies/autoplayallowed#:~:text=Setting%20to%20%22Disabled,override%20this%20policy

If you have AutoplayAllowed = false , then ensure you have Genesys URLs in  "AutoplayAllowlist"    as per above link, it was not enforced till version 145

If you have Registry edit access.  You can add the Genesys URLs (eg "[*.]mypurecloud.de" )  strings individually to   "Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Edge\AutoplayAllowlist"

Registry file would look like:

Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Edge]
"AutoplayAllowed"=dword:00000000

[HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Edge\AutoplayAllowlist]
"1"="[*.]mypurecloud.de"

Kind regards

Hello,

Some users are experiencing issues with one way audio, while on MS Edge.   Same impacted users can use Chrome.

Looks like the issues started with edge version 146.0.3856.59.  Are there any settings I should review or can modify?

Thank you! This resolved our issue as well.

This chat also added credibility to our case, helped to clearly define the issue and impact. I also believe the responses helped with a suggested solution from Genesys. 

Hi Rajneesh,

Thank you!

This absolutely is our issue. We've tested on several machines and added our Genesys Cloud region to the Allow List in Microsoft Edge. We did so by opening Edge and going to edge://settings/content/mediaAutoplay then added our Genesys Cloud region there. We now have two way audio. We have rebooted and two way audio remained successful. We will explore pushing this out via group policy next.

Thank you for digging in and sharing. Hopefully this helps Pauline and others too!

Regards!

Hello!

We also having the same issue. (but I don't remember the issue in 2024). 
At this point, I managed to recreate the issue, and hope helps anyone else having the same issue. 

The issue seems to be rooted from "AutoplayAllowed"  setting in the Edge policy set via GPO (can be checked via  edge://policy/) 

Setting to "Disabled" sets media autoplay to "Block". This setting blocks all websites from autoplaying media, regardless of engagement or site activity. Media will only play after an explicit user action. Before Microsoft Edge version 92, this would set media autoplay to "Block", and from version 92 through 144 it mapped to "Limit". This limits websites that are allowed to autoplay media to webpages with high media engagement and active WebRTC streams. Beginning with Microsoft Edge version 145, "Disabled" once again maps to "Block". Users can't override this policy.

Source: https://learn.microsoft.com/en-us/deployedge/microsoft-edge-browser-policies/autoplayallowed#:~:text=Setting%20to%20%22Disabled,override%20this%20policy

If you have AutoplayAllowed = false , then ensure you have Genesys URLs in  "AutoplayAllowlist"    as per above link, it was not enforced till version 145

If you have Registry edit access.  You can add the Genesys URLs (eg "[*.]mypurecloud.de" )  strings individually to   "Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Edge\AutoplayAllowlist"

Registry file would look like:

Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Edge]
"AutoplayAllowed"=dword:00000000

[HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Edge\AutoplayAllowlist]
"1"="[*.]mypurecloud.de"

Kind regards

Hello,

Some users are experiencing issues with one way audio, while on MS Edge.   Same impacted users can use Chrome.

Looks like the issues started with edge version 146.0.3856.59.  Are there any settings I should review or can modify?

Hello,

Some users are experiencing issues with one way audio, while on MS Edge.   Same impacted users can use Chrome.

Looks like the issues started with edge version 146.0.3856.59.  Are there any settings I should review or can modify?