Test your media settings
If your computer and system meet all the Genesys Cloud requirements and you have issues with the Genesys Cloud WebRTC phone, then test your settings and check the following information.
- The Genesys Cloud WebRTC phone only works in the desktop app or in Chrome and Firefox browsers for the web app.
- Check that you have selected the correct phone. Contact your IT department or administrator if you do not have a Genesys Cloud WebRTC phone or do not know which phone to select.
Test your settings
- In the Interactions panel, click the settings icon.
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Review the selections for your video, microphone, resolution, and sound.
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To verify that you can hear sounds, click Play Sound.
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To run diagnostic tests, click Run Diagnostics.
The Media Settings box indicates the progress and results of the diagnostics tests.
- If the test indicates any issues, then use the next section for solutions.
Common issues and solutions
For issues with… | Try this… |
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Microphone |
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Speaker |
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Connectivity |
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Placing or receiving calls |
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If these solutions do not work, then contact your IT department.