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  • 1.  Screech/Garbled Sounds using Genesys Cloud

    NEW MEMBER
    Posted 23 days ago
    We have received multiple reports of users experiencing a 10-second screeching sound while on a call. This issue occurs periodically for several individuals during their shifts.
     
    Any insights on what could be causing this?

    #QualityManagement
    #Telephony

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    Aman Dhaliwal
    Individual Only Contact Account
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  • 2.  RE: Screech/Garbled Sounds using Genesys Cloud
    Best Answer

    GENESYS
    Posted 23 days ago

    Hi Aman,

    Welcome to the community.  I would recommend raising a case with care for this issue so that they can check any example interactions you have and should be able to tell where the noise/interference is coming from.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Screech/Garbled Sounds using Genesys Cloud

    Top 25 Contributor
    Posted 22 days ago

    Hi Aman,
    in addition to what Samuel wrote: In case you do not know the drill: In such cases the supports always wants call recordings as samples and protocolls. You can activate protocolls for up to 5 users under admin --> Troubleshooting --> Log Capture.



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    Christoph Domaschke
    CRONBANK AG
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    Original Message


  • 4.  RE: Screech/Garbled Sounds using Genesys Cloud

    NEW MEMBER
    Posted 2 days ago
    Edited by Kevin Jones 2 days ago

    Hello. 

    Regarding this case, there are some important details that make this difficult:

    • the screeching sound is the same sound you can experience with mic feedback at a concert/ speaking event
    • the screech is not recorded as part of the call recording. it is (typically) only audible by the agent (and sometimes those around them)
    • the caller does not hear the sound. and they also do not hear any speaking from the agent during this event
    • we have captured examples of this from external partners who we bring in as part of a consult transfer. 
    • what is most interesting from the consult transfer detail is, the initial portion of the consult transfer where our agent has the caller on hold and connects with the 3rd party, there is no issue and our agent and the 3rd party speak with no issues. but upon reconnecting the original caller into the 3-way call generates the rising "feedback screech"
    • We have tried multiple different headsets and connectors to the PC
    • We experience this in both Edge and Chrome

    we are working with our service provider to see about ways of capturing logs for more information but we are stumped that, out of the vast user-base of Genesys, it sounds like we are the only people who have experienced this issue.

    Thanks and take care

    #Feedback #squeal #whine

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    Kevin Jones
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    Original Message


  • 5.  RE: Screech/Garbled Sounds using Genesys Cloud

    Posted 2 days ago
    Edited by Raza Ur Rehman 2 days ago

    .



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