Hi Saatvik.
In most cases it wasn't a Genesys issue - it was the Cloud PC causing the audio to break. The voice gets sensitive when there's even a little bit of delay or packet loss.
A few things that usually help:
- Restarting the Cloud PC session (this refreshes the audio connection).
- Checking if the headset is showing as the actual device, not "Remote Audio."
- Looking for any spikes in CPU or network jitter on the Cloud PC - even small ones can affect voice.
- If possible, try one test call outside the Cloud PC to see if the audio is clean there.
These steps normally point to the source of the issue pretty quickly.
Hope it helps .
------------------------------
Mahyar Ghanbari
Workforce Planning and Reporting Analyst
------------------------------
Original Message:
Sent: 12-09-2025 10:31
From: Saatvik Rayalu
Subject: Voice issue
Hi All,
Multiple representatives are experiencing Genesys voice issues across all the regions. Customer is unable to hear representative's voice it breaks a voice.
We are using Azure cloud PC, Is any one facing similar issue, please suggest any resolution you suggest me on this please.
#Telephony
------------------------------
Saatvik Rayalu
------------------------------