Genesys Cloud - Main

Looking to see if anyone has had a similar issue. We have noticed that when our supervisors place either a cardholder or another agent on hold and then call a Manager directly through Genesys, sometimes the audio will completely drop. Today I had this experience and did not hang up the phone, and after about 30 seconds we could hear eachother again. It is not a one-off connection loss, and can be recreated. This does not happen when they do not have someone else on hold. 

Any ideas on what could be causing this?

#Unsure/Other

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Cody Herr
Customer Care Unit Manager
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Hello Cody,

That does sound odd. How long has this been happening? Were there any changes to your network recently? If this can be easily recreated, you may want to grab a couple of interactionIDs where the audio is dropping and returning and open a case with our Customer Care team. If you do, please let me know what your case number is and I can help monitor it on my end as well.

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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 04-07-2025 19:50
From: Cody Herr
Subject: Losing Audio/Connection while call on hold

Looking to see if anyone has had a similar issue. We have noticed that when our supervisors place either a cardholder or another agent on hold and then call a Manager directly through Genesys, sometimes the audio will completely drop. Today I had this experience and did not hang up the phone, and after about 30 seconds we could hear eachother again. It is not a one-off connection loss, and can be recreated. This does not happen when they do not have someone else on hold. 

Any ideas on what could be causing this?

#Unsure/Other

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Cody Herr
Customer Care Unit Manager
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