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ThinkPad T14 Gen 4 Win 11 23H2 upgraded users face intermittant poor audio, low MOS and Unexpected Disconnects

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  • 1.  ThinkPad T14 Gen 4 Win 11 23H2 upgraded users face intermittant poor audio, low MOS and Unexpected Disconnects

    Posted 10-24-2024 12:00
    No replies, thread closed.

    While updating / upgrading devices for end user Agents from Windows 10 T490 for example, to the latest and greatest ThinkPad T14 Gen 4 Windows 11 H23, agents can face 1 or 2 strange issues.   

    1 . agents might report when receiving incoming calls , their external monitors black out and come back

    2. In addition, or seperately, they may also face poor quality audio on voice calls,  low MOS scores, and Unexpected disconnects.

    Since our case samples were all internal to the Org, webRtc to WebRtc, Genesys advised media captures and wireshark analaysis will not help in identifying the issue, 

    The Network Readiness assements tests, WebRtc Diags, and Network test show normal , fully acceptable results with no ports blocked.

    Our traffic is 100% bypassed from any DPI / like Zscaler.

    Anyone seeing anything similar ?

    If they go back to their previous device, all issues subside.  ; 

    Thank you all in the Genesys commmunity !

    John


    #Telephony

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    [John] [Korn]
    [Views expressed are my own and do not necessarily reflect those of my employer.]
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  • 2.  RE: ThinkPad T14 Gen 4 Win 11 23H2 upgraded users face intermittant poor audio, low MOS and Unexpected Disconnects
    Best Answer

    Posted 10-24-2024 14:31
    No replies, thread closed.

    T490 and T14 use the same Ethernet but different WiFi chips, I would suggest to compare the configurations of Wi-Fi and Ethernet drivers in both models.

    If problem is unresolved, our solution may help https://marketplace.mypurecloud.com/b03f4a8d-9354-43a9-bc73-17ad40bfc8a7/marketingurl_89be8b98.en-us.pdf



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    Joseph Cheng
    Prilink Ltd[WebsiteUrl]
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    Original Message


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