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User personal settings (microphone settings) are reset to default after approximately one month of inactivity

  • 1.  User personal settings (microphone settings) are reset to default after approximately one month of inactivity

    Posted 9 hours ago
    We have encountered an issue in Genesys Cloud where user personal settings are reset to their default values after the account remains inactive for approximately one month.
     
    The user accounts were created using the following procedure:
     
    1. Create user accounts via CSV import.
    2. Reset passwords using our internal MKI tool.
    3. Configure phone settings via CSV import.
    4. Configure each user's personal settings (such as Sound, Notifications, and Microphone settings).
     
    After these steps, the settings are correctly applied.
     
    However, we have observed the following behavior:
     
    * Users who log in regularly retain their personal settings.
    * Users who do not log in for approximately one month have their personal settings reset to the default values.
    * In particular, the microphone-related settings are reset.
     
    We have already investigated whether this behavior is related to API execution timing, but it does not appear to be the cause.
     
    Could you please help us clarify the following?
     
    * Is this a known Genesys Cloud behavior?
    * Are there any background processes, product updates, or policies that could cause user personal settings to be reset after a period of inactivity?
    * Are these settings stored on the Genesys Cloud server or locally in the browser?
    * Are there any audit logs or diagnostic methods that can help determine when and why these settings were reset?
    * Is there any recommended workaround or best practice to prevent this behavior?
     
    Any guidance would be appreciated.

    #Uncategorized

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    Haoyun Guan
    x
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  • 2.  RE: User personal settings (microphone settings) are reset to default after approximately one month of inactivity

    Posted 2 hours ago

    Hi Haoyun,

    Just trying to understand the scenario a little better.

    When you mention microphone settings being reset, are you referring to the audio device preferences configured within the user's Genesys Cloud profile (microphone, speaker, notifications, etc.), or something else?

    I'm not aware of any documented Genesys Cloud behavior that resets personal settings after a period of inactivity, so understanding exactly which settings are affected may help narrow down whether this is related to user preferences, audio device configuration, or another process.



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    Phaneendra
    Technical Solutions Consultant
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