StepChange Debt Charity

Genesys – Troubleshooting Silent calls and Issues answering calls (Resetting a headset profile)

Summary

This article covers simple trouble shooting methods relating to issues with silent calls and issues answering calls in Genesys. This article covers fixes on the web browser and within Genesys.

Guide

Open a new tab in your Microsoft edge browser, in the top right corner of Edge click on the 3 dots drop down menu, click on settings, then from the list on the left click into cookies and site permissions and then into All Permissions.

Next click into Microphone.

On the page that opens you will need to delete https://apps.euw2.pure.cloud:443 , you do this by clicking on the trash can icon next to it.

Close down this page and Genesys.

Reopen Genesys from the step change folder and you will get a notification (shown below), Click on allow.

Next you will get a notification on the right of the screen which asks you to set up a profile for the headset. Click on Yes. ( If this appeared pleas skip to Making an audio profile)

If this notification doesn’t appear click on your avatar in the top left corner of Genesys and click into Preferences.

Next click into sound, then use the drop down menu bellow ‘Audio Device Profile’ and click on New profile.

Making an Audio Profile

We will now remake your headset profile.

You can create your own name for this profile.

Please click the tick box next to Default Profile.

Ensure you click into the lower 3 boxes and set these to your headset and press save.

Additional tips

Ensure you haven’t muted your self on the head set controls and in windows (if you see a cross next to the sound icon it is muted). You can unmute this and change the volume by clicking on the sound icon.

Clear the cache in your web browser ( you can find a guide for this if your unsure how - Microsoft Edge - Clearing cookies/permissions and browser history)

Check in windows for updates and if your using a HP laptop check in the Hp support assistant for updates.

FAQ’S

Q: I’m still experiencing silent calls what should I do?

A: We have other guides available which can support if the issue is in your windows sound settings. If your struggling to get the issue resolved, please raise a fresh ticket and call the service desk team for support.

Revision History