We have a Lenovo Thinkpad L15 Gen 2 and Logitech wired headset environment and are experiencing very similar issues. They will either drop audio mid-call or at the beginning of the call to which they cannot hear the other person on the other end of the line, but the other person can hear them. Here is what we have determined so far:
- Does not happen to all end-users, but a select few continue to have the problem even after the device was replaced (another L15 provided)
- Headsets have been replaced, even switched to different Logitech models
- Occurs in multiple remote and office locations (and network tests come back satisfactory through diagnostics)
- All PC drivers and firmware is up to date
- Chrome is up to date
It seems that the frequency of audio dropping is not as often as it was when this issue first began. For a while, it used to happen about every second or third call, but now only about twice a day. This has been going on for about a month and a half at this point, but we can't seem to determine what exactly is causing this after working with different Genesys support agents (still in progress). We have had these devices since last year and there were no issues until this May.
Hope this helps bring some attention and provides insight into this issue. If anyone has found any sort of cause or solution, definitely let us know :)
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Bladen Boyd
Twiddy and Company of Duck, Inc.
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Original Message:
Sent: 06-07-2022 15:18
From: Jason Wing
Subject: Intermittent audio issues ONLY on Lenovo Thinkpad Gen 2 T14
Hello all,
We have been fighting this issue for a couple of weeks and checking this board to see if anyone else has come across it.
We recently rolled out WebRTC to our customer service reps. They use it in VDI, through the Genesys web app, with media helper running on their local side. They use Jabra wired headsets (the Genesys recommended ones).
Overall it is working fine EXCEPT for any CSR who has a Lenovo Thinkpad Gen 2 T14 laptop. With these users, the intermittently drop audio mid-call or at the start of the call. We have to disable/enable the device on local each time this happens. Older laptops, Lenovo Thinkpad Gen 1 T14 DO NOT have the issue. We have been trying different audio and chipset drivers, updating the BIOS, etc but have not been able to clear the issue. Also tried with and without the Jabra software installed.
We need a resolution with this model as the desktop team plans to roll it out to more users.
Thanks in advance!
#SystemAdministration
#Telephony
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Jason Wing
Encova -Motorists Insurance Group
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