Hi,
We have one agent who finds that the ringing tone from Genesys Cloud is very loud, especially in contrast to the volume of the call. So they end up having to increase the volume during a call and reduce it when the call ends.
We've tried, as best we can see, every setting in GC to remedy this. We've reduce the notification alert volume and when it is testing the sound (there is a button next to the slider to test it), it lowers the volume. But when a call comes in again, she says it's back to the same volume as before.
I've tried reducing the sound level here, putting it onto a speaker and reducing that volume (causes some other issues for her), etc etc.
She's using Auto Answer, using an embedded Salesforce client with the GC app in the background (for screen recording) - not ideal but we haven't deployed GCBA yet. I've tried muting the alert in the SFDC phone settings but that seemingly had no impact either (or vice versa).
The one other option I did wonder about is whether Genesys Cloud is storing the ringtone files locally, in which case could I just replace the file with a low-volume version? But I can't see the file in the install location so I guess that isn't the case - presumably it is streaming it each time.
1) Is anyone able to confirm that?
2) Does anyone have any other suggestions on what we may try?
#Telephony------------------------------
James Dunn
Pitney Bowes Inc.
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