Handful of users experiencing one-way audio: customers can hear them, but they cannot hear customers. However, proper two-way audio is being recorded during interactions. Have verified WebRTC settings and audio and have tested successfully through both native Genesys Cloud and Salesforce plugin, and sound settings and drivers are correct on users' respective machines. Users' audio functions properly through other audio programs on their machines. Thanks for any suggestions!

Handful of users experiencing one-way audio: customers can hear them, but they cannot hear customers. However, proper two-way audio is being recorded during interactions. Have verified WebRTC settings and audio and have tested successfully through both native Genesys Cloud and Salesforce plugin, and sound settings and drivers are correct on users' respective machines. Users' audio functions properly through other audio programs on their machines. Thanks for any suggestions!

Gavin, had you opened a support ticket for this issue ?  

Any internal findings on cause ?   we have a case open, and will be enabling the media capture logging for any potential re-occurance.

thanks

John

Handful of users experiencing one-way audio: customers can hear them, but they cannot hear customers. However, proper two-way audio is being recorded during interactions. Have verified WebRTC settings and audio and have tested successfully through both native Genesys Cloud and Salesforce plugin, and sound settings and drivers are correct on users' respective machines. Users' audio functions properly through other audio programs on their machines. Thanks for any suggestions!

We are also having the same issue with disconnect reason being Endpoint on the user end. We already have a ticket opened with support but honestly, we are not getting too far. The only recommendation is for us to engage with our network team.

Apparently, it is caused by icedIdleDetection which according to them is:

"This happens when our Media service detects no packet being received from connectivity checks that it sent towards the remote endpoint (webrtc station). If the remote endpoint did not respond to those outgoing checks for 15secs, the media link will be terminated and tagged the interaction as Agent Disconnect since it was the Agent who stop communicating to Genesys Media Service. Apparently, this issue is related to performance issue on the Agent station which not being managed by Genesys."

It's just odd that we are seeing much more of this issue recently. I do have trust issues with support. Last year they were adamant it was our networking issue, but it turned out that the edges they provided was not large enough and would cause issues when it was scaling up.

Gavin, had you opened a support ticket for this issue ?  

Any internal findings on cause ?   we have a case open, and will be enabling the media capture logging for any potential re-occurance.

thanks

John

Handful of users experiencing one-way audio: customers can hear them, but they cannot hear customers. However, proper two-way audio is being recorded during interactions. Have verified WebRTC settings and audio and have tested successfully through both native Genesys Cloud and Salesforce plugin, and sound settings and drivers are correct on users' respective machines. Users' audio functions properly through other audio programs on their machines. Thanks for any suggestions!

We are also having the same issue with disconnect reason being Endpoint on the user end. We already have a ticket opened with support but honestly, we are not getting too far. The only recommendation is for us to engage with our network team.

Apparently, it is caused by icedIdleDetection which according to them is:

"This happens when our Media service detects no packet being received from connectivity checks that it sent towards the remote endpoint (webrtc station). If the remote endpoint did not respond to those outgoing checks for 15secs, the media link will be terminated and tagged the interaction as Agent Disconnect since it was the Agent who stop communicating to Genesys Media Service. Apparently, this issue is related to performance issue on the Agent station which not being managed by Genesys."

It's just odd that we are seeing much more of this issue recently. I do have trust issues with support. Last year they were adamant it was our networking issue, but it turned out that the edges they provided was not large enough and would cause issues when it was scaling up.

Gavin, had you opened a support ticket for this issue ?  

Any internal findings on cause ?   we have a case open, and will be enabling the media capture logging for any potential re-occurance.

thanks

John

Handful of users experiencing one-way audio: customers can hear them, but they cannot hear customers. However, proper two-way audio is being recorded during interactions. Have verified WebRTC settings and audio and have tested successfully through both native Genesys Cloud and Salesforce plugin, and sound settings and drivers are correct on users' respective machines. Users' audio functions properly through other audio programs on their machines. Thanks for any suggestions!