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.
- Headset Mute: Check the volume button on your headset cord. If it’s blinking red, your headset is muted.
- Headset Policy: We do not support the use of personal, self-purchased headsets, Bluetooth devices, or wireless RF dongles.
2. Clear Chrome Cache
3. Reboot Amazon Workspaces (AWS)
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Steps:
- Click the Windows icon in the bottom-left corner.
- Select the Power icon > Shut down.
- Wait about 2 minutes, then log back in.
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.
5. Power Cycle Your HP Zero Client Computer
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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.
6. Power Cycle Your Personal Home Internet Modem/Router
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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.
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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
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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.
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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
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If Speeds Are Low or Internet is Unstable:
- Contact your ISP (e.g., Comcast, Cox, Spectrum, CenturyLink).
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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.