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Screech/Garbled Sounds using Genesys Cloud

  • 1.  Screech/Garbled Sounds using Genesys Cloud

    Posted 09-11-2024 21:00
    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

    Posted 09-12-2024 07:20

    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

    Posted 09-13-2024 02:45

    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

    Posted 10-02-2024 17:44
    Edited by Kevin Jones 10-03-2024 10:28

    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

    ------------------------------
    Kevin Jones
    ------------------------------

    Original Message


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

    Posted 01-29-2025 13:56

    We just started experiencing this issue, did you find a resolution path?



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    Robert Prusinowski
    Lead Engineer Voice Services
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    Original Message


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

    Posted 01-29-2025 16:29
    Edited by Kevin Jones 01-29-2025 16:30

    Hey Robert

    I'm sorry this is happening to you but it's nice to have "company". 

    we have had a number of developments and some small resolutions but no final solution yet. But here is what we've learned and applied so far:

    • This noise was originally happening on approx 2-4% of calls in - both initial external incoming and internal transfers
    • Predominantly (approx 95+%) the noise happened as the caller connected to the agent; the remaining % would happen mid-call, sometimes multiple times per call
    • we did testing with the Automatic Mic Gain, Noise Reduction, and Echo Cancellation settings in Genesys preferences to no avail
    • we also tested numerous headset types
    • Our first big change was changing our codec from Opus to G.711 as a trial to see if there was a codec mismatch issue somewhere.
      • we instantly saw the elimination of the issue from the beginning of calls only
      • we still experience the issue mid-call but much less frequently (approx 1-2 times per day out of 1500-2000 calls and transfers
      • our intent is still to go back to the Opus codec in the end but we do not want to until we know we have a solution for the next factor we discovered (below)
    • Our next big discovery was that all (to our knowledge) calls with this issue have present in them a tone/frequency at 1333Hz (and the harmonic 2666Hz) from the moment the call hits our system (i.e. it's coming from the caller's side)
      • you can see this is the image below
      • what's important to note is:
        • all calls that are reported to have this issue have these tones present (from our limited but extensive survey)
        • more importantly - this tone is present in many more calls that don't ever report the issue
        • if we look historically at the past interactions of any specific caller who had this issue happen once, we can see this tone in all their calls, even though it may not have caused the screech to happen
        • therefore, this tone seems to be necessary for the screech/feedback noise our agents experience, but it doesn't seem to be sufficient to cause it. 
      • We are working with our carrier now with a large list of reported cases to see if we can trace the common factor(s) that may cause these events - i.e. why do these calls have this 1333Hz tone present on the line?

    we are not sure we can find a solution as it may be an environmental factor (wifi booster, speaker phone), but we're still checking.

    hope you have luck with your journey. we will update if we find anything substantive.

    Take care



    ------------------------------
    Kevin Jones
    ------------------------------

    Original Message


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

    Posted 01-31-2025 11:42

    Hey Robert

    Question(s) back to you that might help us all in this investigation:

    • Are you using a 3rd party carrier - BYOC - or are you using Genesys trunks?
      • if you're on a 3rd party carrier for your trunking, do you know who? 
      • if yes, do you know any information about the switches your trunks are coming off of?

    sorry for the questions but you're the first person/org that we have found that is experiencing this issue. And knowing this is (likely) caused by elements incoming on the trunks, we're hoping to find any details that are shared as a possible source cause to resolve it.

    Thanks and take care



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    Kevin Jones
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    Original Message


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

    Posted 02-03-2025 10:16

    We are using BYOC Verizon trunks but we use IPT and TFN so it is coming from multiple switches and SBC sources. 



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    Robert Prusinowski
    Lead Engineer Voice Services
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    Original Message


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

    Posted 02-03-2025 11:57
    Edited by Kevin Jones 02-03-2025 11:57

    Hey. the techs here are wondering if you know what the carrier, in this case Verizon, reselling with regards to IP switch technology, i.e. Metaswitch, Cisco, other?

    Thanks in advance for your commiserating. 

    ------------------------------
    Kevin Jones
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    Original Message


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

    Posted 02-03-2025 14:02

    I don't but I will ask in my next meetup.

     

    Robert Prusinowski | Lead Engineer  | Voice Engineering | Â¤Target  |  7000 Target Parkway | Brooklyn Park, MN 55445 |763.405.5366 | robert.prusinowski@target.com

     

     

     




    Original Message


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

    Posted 02-10-2025 10:36

    Hello Robert

    As I promised to keep you informed, we have a small update.

    Our carrier (TELUS) has taken our sampling of calls where the sound was present and analyzed them. They have come back with the vague but hopeful "we have discovered an issues in a core that could be related to the issue". As we learn more I can let you know more. 

    But it sounds like (pun intended) that the carrier does recognize the issue and believes there is something in their base infrastructure that is related to it.

    Thanks



    ------------------------------
    Kevin Jones
    ------------------------------

    Original Message


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

    Posted 10-02-2024 14:22
    Edited by Raza Ur Rehman 10-02-2024 14:33

    .



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