Hi Amanda,
I agree with Sam that the Resource Center is the best place to go for information and troubleshooting tips, with the Community a close second. We don't have a forum specifically for new agents but if you or a member from your company have a CX Learning subscription, we have many on-demand and instructor-led courses on our online training/learning platform Beyond, with plenty of informative getting started guides and videos referenced here: https://beyond.genesys.com/explore/search;s=introduction%20to%20genesys%20cloud
Beyond learning path for Agent: https://beyond.genesys.com/explore/learning-path/lp-agent
New to Genesys Beyond? Create an account today and get special access to the no-cost Genesys Cloud Core Learning Subscription.
With regards to your issue of the microphone unmuting when you get a new inbound call, first are you still experiencing this issue? The mute functionality is usually called by the headset, can you please double check the firmware on the headset is up to date? If so, can you still try and use another headset to see if the issue persists? I'd also ask you to run the WebRTC Diagnostics app to verify the phone configuration for your workstation which you can do so by clicking on Calls, then Phone Settings, and then Run Diagnostics (see here for detailed guide with images: https://help.mypurecloud.com/articles/run-the-built-in-genesys-cloud-webrtc-diagnostics-app/).
If you are still having issues with the microphone unmuting automatically then please let me know and I will have a support case created for you for our engineers to investigate!
I hope you've been feeling more comfortable with the Genesys Cloud platform!
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Gregory Lemay
Product Specialist
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Original Message:
Sent: 06-19-2025 16:19
From: Amanda Miller
Subject: Mute
I hope there is! Everyone on my team has auto-answer on but not every ones phone auto-unmutes. In our old system we had the control to unmute. Is there a training chat fore newbies or forum or something? We got thrown in with no training and its been a dumpster fire for the past 3 days
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Amanda Miller
Original Message:
Sent: 06-19-2025 12:29
From: Samuel Jillard
Subject: Mute
Hi Amanda,
I believe if auto-answer is enabled, it auto-unmutes the headset when the call is answered. I am not aware of a workaround for this, but maybe someone else in the community can shed some more light on this
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 06-19-2025 12:01
From: Amanda Miller
Subject: Mute
We just went live 2 days ago with this new system. Every time I get an inbound call, my phone automatically comes off of mute. How do I adjust this setting? It is not a setting set up by the business as it is not happening to the entire team.
#Unsure/Other
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Amanda Miller
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