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  • 1.  Randomly agent cannot hear outside caller. Happens during conversation.

    Posted 02-07-2025 14:45
    No replies, thread closed.

    Agents use Poly VVX 250.

    Recording in Genesys Interaction has both sides of the conversation. 

    OPUS CODEC is used. 

    Wireshark shows all packets being delivered to the device/Poly so there is no packet loss.

    In 2 examples I have, the Poly receives 8 to 12 weird RTP EVENT packets right before the loss of audio. 

    Anyone seen this?

    Could it be a Poly issue not liking the RTP EVENTS?


    #Telephony

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    Ken Pittman
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  • 2.  RE: Randomly agent cannot hear outside caller. Happens during conversation.

    Posted 02-10-2025 04:27
    No replies, thread closed.

    Hi Ken,

    Not sure if anyone has any further insight into this in the community.  But I would raise a case with care to investigate as they will be able to see what happened on the backend of Genesys Cloud



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Randomly agent cannot hear outside caller. Happens during conversation.
    Best Answer

    Posted 02-10-2025 08:14
    No replies, thread closed.

    Hello, 

    this type of issue are not only related to phone but permission on desktop too. 

    Please check that Audio setting which should not block your headset device, or any active directory is not blocking any permission.  It is advisable to keep headset as default device in audio setting. 



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    Pankaj Jha
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