To follow up more on what Steven is saying. It would be a good idea to confirm what headset they are using and make sure the agent is using the correct audio settings. Please keep in mind also that these settings in the SF managed package are stored locally in the agents' cookies, so you can also check that their cookies/cache are not being cleared out as well.
You can also check out this resource center documentation as well that provides common scenarios for troubleshooting audio issues within the managed package.
Let us know if Steven or I helped you out. He also gave a great answer
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Cameron Tomlin
Genesys - Employees
Online Community Manager/Moderator
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Original Message:
Sent: 03-07-2024 09:30
From: John Buhr
Subject: Salesforce Softphone stops ringing on inbound voice calls.
Looking to see if anyone else has experienced this. All our agents are on Windows 11, recently we have had a few agents where the SF Softphone stops ringing. The Agent can go in and touch their WebRTC sound settings and the ringing returns. It may continue to ring for a few calls or a few days and then ringing stops again. The other 500+ agents no problems.
Has anyone else experienced this?
#Integrations
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John Buhr
Paycor, Inc.
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