Genesys Cloud - Main

Hi all,

We have just expanded Genesys out to our users that are working from customer facing branches.  They take their calls via Genesys but also have customers that they would be serving through the day.  

As they are flexing between the two, they often do not have their headsets on and have requested the alerts to play from their computers. Our solution was to update their sound settings in the below section of Genesys.  THe issue we are now facing is that the alerts seems to be the same audio stream that the callbacks play through.  Our ideal state is all audio is in the headset except the alerts.  Has anyone else faced this problem or have another way we could solve for this?  

Thanks everyone.

Hi Robert, 

I'm sure you may have already tried this combination, but just in case, have you tested the below setup instead of leaving both outputs as "System Default"?

1. Microphone → Headset

2. Speaker/Call Audio → Headset

3. Ringtone/Notifications → Laptop/Desktop speakers

Just wondering if separating the ringtone output from the active call/callback audio output helps with the callback audio stream behaviour you are seeing.

Thanks for the response. 

For context what you have suggested is how we are currently configured.  Apologies, the screenshot was just to show where the setting had been changed however our frontline do have it set up as you have above. 

Ahh understood, thanks for clarifying.

In that case, it does sound like the callback audio may currently be tied to the same output stream/device as the ringtone audio rather than behaving independently once the callback is answered.

Would be interested to know if others have found a way to fully separate:

• ringtone/alert audio

• from active callback/call audio

in this type of branch/frontline setup.