Genesys Cloud Phone Call Quality Troubleshooting

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

1. Check for low volume level or if sound is muted - bottom right corner next to the clock

• Check the volume button on your headset cord. If it's blinking red, you are muted

We do not support use of any personal self-purchased headsets, Bluetooth devices or wireless RF dongles

2. Click here to Delete cache in Chrome 

3. Reboot Amazon Workspaces (AWS):
Bottom left corner Windows icon > Power Icon > Shut down
Wait about 2 minutes and log back in

4. Unplug and re-plug headset into the bottom right USB port on the front, or bottom left port on the back on your HP thin client computer

• If it was already plugged into one of these, change headset to the other

•  Mentioned ports have a small USB arrow symbol next to them

5. Powercycle HP Thin Client Computer:

Unplug the power cord on the back of your Thin Client Computer

Wait for it's lights to go out then then plug the power cord back in

6. Powercycle your personal home Internet Modem/Router: 

(Comcast, Cox, Spectrum, etc.)

Unplug the power cord on the back of your Internet modem

Wait for it's lights to go out then then plug the power cord back in

(Examples of common modems below)

Hardwired ethernet connection:

• If available, try changing to a different ethernet port on the back of your modem

  • You must connect modem/router directly to your thin client computer with an ethernet cable with nothing in between

  • Please do not use USB Wi-Fi adapters, EERO's, Internet extenders, repeaters, mesh wifi hubs, ethernet hubs or switches, with your thin client computer

  • Mobile hot spots are not supported

7. Go to speedtest.net on a personal device on your home network, such as your cell phone browser (not using cellular data), tablet or personal computer 

Your internet must be at a minimum of 50 Mbps download and 10 Mbps upload

• Please record your results as a baseline and report them back to us, if you are having recurring technical issues.

8. If you are below that speed or are having spotty internet service:
Please contact your Internet Service Provider: (Comcast, Cox, Spectrum, CenturyLink, etc.)

Suggestions to discuss with your Internet provider:

1. Inform customer service that you are having VOIP call issues and unstable internet service

2. Ask them to send a signal to run a test on your modem

3. Verify you have the most up to date modem hardware and firmware updates

4. Ask if they should test the internet line to your house

9. Make sure you meet our system requirements HERE!

Need help or have questions? 

Please contact the Ayin help desk at 503-584-6414 option 2