Configure WebRTC settings in Genesys Cloud CX Utility

Feature coming soon: Genesys Cloud for Salesforce Service Cloud Voice

You can configure and save your WebRTC settings for the selected station in the Genesys Cloud CX Utility window. Depending on the browser, the WebRTC phone settings and the options that you change differs.

To access and configure the WebRTC settings:

  1. Open the Genesys Cloud CX Utility window, click the icon and select Station from the list.
  2. Expand the WebRTC Settings section to view the options available.
  3. In the Select Microphone list, select the microphone for your phone.
  4. In the Select Speakers list, select the speakers for your phone.
    Note: Select Speakers option is not available in the Firefox browser.
    This image shows the selection of speakers in Genesys Cloud CX Utility.
  5. Expand Advanced Settings and select or clear the following settings: The images shows the advanced settings selected in Genesys Cloud CX Utility window.
    • Automatic Mic Gain: Controls microphone volume levels. Clear this option if you experience microphone volume fluctuation.
    • Echo Cancellation: Removes echo from the microphone signal sound that comes through your speakers. If you do not use speakers, this option has no effect on your sound quality.
    • Noise Suppression: Removes background noise. In some situations, the microphone cannot separate your voice from the noises around you. Try to position your microphone closer to your mouth and speak louder before you clear this option.
  6. Click Test Settings to check the issues for:
    • Microphone
    • Connectivity
    • Network throughput
    The image shows the test settings in Genesys Cloud CX Utility window.

    You can click the Restart Tests icon to test the modified settings.

  7. (Optional) Click Save to save the WebRTC settings for the selected station.

Common issues and solutions

For issues with… Try these solutions…
  • Check your microphone’s connection.
  • Check your microphone’s volume and settings on your computer.
  • If you have more than one microphone connected to your computer, then use the WebRTC Settings to choose a different microphone. 
  • Unmute the microphone in the Omni-Channel call controls.
  • Close or block other applications from using the microphone.
  • Allow your browser to use your microphone.
  • If you are connected to a VPN, then disconnect from the VPN.
  • Use a wired connection instead of a wireless one.
  • Hang up and connect again.
  • Inform your IT department of a connectivity problem.