Troubleshoot Call Quality in Genesys Cloud

If you are experiencing call quality issues in Genesys Cloud, please follow these troubleshooting steps:

1. Check Volume and Mute Settings

• Volume Level: Ensure the volume is not too low or muted. You can find the sound settings in the bottom-right corner of your screen, next to the clock.

  The speaker icon sits in the taskbar notification area, immediately to the left of the clock and date.

  Clicking it opens a volume panel labelled Speakers (AWS Virtual Speakers 7.1 Device) with a slider (100 is full volume). If the small speaker icon at the left end of the slider shows an x, the output is muted; click that icon to unmute.

• Headset Mute: Check the volume button on your headset cord. If it’s blinking red, your headset is muted.

  On a wired Sennheiser-style headset the inline control pod on the cord has a volume rocker (+ / –) in the middle and a microphone-mute button below it; that mute button is the one that blinks red when muted. Press it once to unmute.

• Headset Policy: We do not support the use of personal, self-purchased headsets, Bluetooth devices, or wireless RF dongles.

2. Clear Chrome Cache

• Delete cache in Chrome

3. Reboot Amazon Workspaces (AWS)

• Steps:

  • Click the Windows icon in the bottom-left corner.
  • Select the Power icon > Shut down.
  • Wait about 2 minutes, then log back in.

  The Power icon is at the bottom of the Start menu's left edge; clicking it offers Shut down and Restart. Choose Shut down.

4. Reconnect Your Headset

• Re-plug Headset: Unplug and re-plug your headset into the bottom-right USB port on the front, or the bottom-left port on the back of your HP zero client computer.

• Change Port: If already plugged into one of these, switch the headset to the other.

• Port Indicator: Look for the small USB arrow symbol next to these ports.

  On the front of the HP zero client the four USB ports form a two-by-two block to the right of the headphone and microphone jacks; the supported port is the lower-right one of that block. On the back, two USB ports are stacked at the far left next to the network (TX/RX, LINK) jack; the supported port is the lower one, and the USB arrow symbol is printed beside it.

5. Power Cycle Your HP Zero Client Computer

• Steps:

  • Unplug the power cord on the back of your zero client computer.
  • Wait until the lights go out, then plug the power cord back in.

  The power cord plugs into the round 12V barrel jack at the far right of the back panel, past the DVI and DP video connectors.

6. Power Cycle Your Personal Home Internet Modem/Router

• Steps:

  • Unplug the power cord on the back of your modem/router (e.g., Comcast, Cox, Spectrum).
  • Wait until the lights go out, then plug the power cord back in.

  On a typical cable modem/router the back panel has, from top to bottom, a recessed RESET pinhole, a block of LAN Ethernet ports (for example four 1-Gigabit ports and one 2.5-Gigabit port), the CABLE coaxial connector and, at the very bottom, the round POWER jack. That power jack is the one to unplug.

  On an Xfinity gateway (for example the XB8-T) the Ethernet ports are grouped on the lower back of the unit, the coaxial connector is at the bottom left, and the round power connector is at the bottom right beside it. Unplug that one.

• Hardwired Connection:

  • If available, switch to a different ethernet port on the back of your modem.
  • Ensure your zero client computer is connected directly to your modem/router via an ethernet cable, with nothing in between.
  • Note: USB Wi-Fi adapters, EEROs, internet extenders, repeaters, mesh Wi-Fi hubs, ethernet hubs, or switches are not supported. Mobile hotspots are also not supported.

7. Test Your Internet Speed

• Steps:
  • Go to speedtest.net on a personal device connected to your home network (not using cellular data).
  • Your internet speed should be at least 50 Mbps download and 10 Mbps upload.
• Report Results:
  • Record your speed test results as a baseline and report them if you experience recurring technical issues.

8. Contact Your Internet Service Provider

• If Speeds Are Low or Internet is Unstable:
  • Contact your ISP (e.g., Comcast, Cox, Spectrum, CenturyLink).
• Suggestions to Discuss:
  • Inform customer service that you are experiencing VOIP call issues and unstable internet service.
  • Ask them to send a signal to run a test on your modem.
  • Verify that you have the most up-to-date modem hardware and firmware.
  • Request that they test the internet line to your house.

9. System Requirements

• Check Requirements: Make sure your setup meets our system requirements.

Need Help? If you have any questions or need further assistance, please contact the Ayin help desk at 503-584-6414, option 2.