Silent calls troubleshooting guide
Date: 14/08/2024
Author: Robert Jensen
Version: 0.1
Reviewer: TBC
The purpose of this guide is to identify and fix issues with silent calls on Genesys platform.
1. Make sure the sound is not muted on your laptop, you can check that by right clicking System Tray area in bottom right corner of your screen, near the system clock. If the sound is muted the sound icon will have X symbol next to it. In addition some of Charity laptops have mute button on the keyboard- if the sound is muted it will light up.
In order to fix that simply click the sound icon to unmute or press the key on your keyboard.
Headset might also be muted on the hook part of Jabra headset, it will be indicated by red light on the hook's mute button
2. Open Sound Settings, you can go to Settings from your Start menu, search for Sound Settings in Search bar or right click on sound icon in System Tray and choose Sound Settings. Either of those methods works.
In Sound Settings window make sure the input and output are set up as headset and the Volume is not set as 0%
Then scroll the window down to Advanced section and choose Volume mixer
Make sure Input and Output devices are set as the headset, Edge is present on the Apps list and volume is not set as 0%. If Edge web browser is not present on the list simply close it and open again.
3. Go back to Sound Settings and to Advanced section, choose More sound settings to open Control Panel settings. Double click on headset and go to Advanced tab in new window. Untick both options in Exclusive Mode section. Apply the changes and click OK.
Now go to Recording tab on Control Panel Sound window. Perform the same steps for microphone on Recording tab. As before click Apply and then OK.
It is always good idea to also check if the sound devices are properly assigned on the Genesys as well. You can find more information in the bellow guide:
Remove and readd Genesys WebRTC phone (softphone) | Knowledge Base | StepChange Debt Charity (freshservice.com)