Our agents have been experiencing disruptive audio related issues on service cloud voice/salesforce voice with genesys cx cloud. Does anyone have any experience or advice for the following? We work on Google Chrome and currently use a custom ringtone.
1. Ringing when there are no incoming calls
2. Ringing when the call has been picked up and initiated - the caller can hear the phone audibly ringing while trying to converse
3. Ringing that starts after a call has been ended
4. Ringer output setting changes on its own - agent sets setting as laptop speaker but it reverts back to headset by itself
Hi Emily,
Root cause of #1–3 (phantom ringing, ringing during calls, ringing after calls end): This is almost certainly duplicate/competing alerting. Genesys's own documentation describes exactly this pattern — when Genesys Cloud is running alongside a WebRTC client (which includes Genesys Cloud for Salesforce), both can independently try to control ringing/alerting for the same interaction, out of sync with each other. That mismatch between two systems each thinking they're in charge of the ring state is what produces ringing with no call, ringing during an active call, and ringing after a call ends — it's a race condition between the two alerting layers, not one system "getting it wrong" on its own.
Fix: Genesys Cloud → Menu → More → Settings → Notifications. From there:
- Either mute ringing for alerting interactions so only one client (Genesys Cloud itself) rings, or
- Have your admin configure/prioritize a single WebRTC client as the designated alert recipient, so Salesforce's embedded client and native Genesys Cloud aren't both trying to alert independently
This is documented specifically as the fix for "multiple ringings occurring when using Genesys Cloud alongside a WebRTC client" — your exact symptom set.
Root cause of #4 (output device reverting): Genesys has a separate setting, Play ringtone on separate device, under WebRTC phone settings — when enabled, ringtone playback defaults to your primary speakers regardless of what you've set elsewhere, which would look exactly like "I set it to laptop speaker, it reverts to headset." Check Menu → More → Settings → WebRTC and confirm whether that setting is on — if it is, that's overriding your manual output choice on every session rather than remembering it.
Both of these are Genesys Cloud client settings, not Salesforce Voice settings, so this is worth looping in whoever administers your Genesys Cloud org alongside Salesforce, since the notification-priority piece is an admin-level config, not something each agent can fix individually.
Reference:
https://help.genesys.cloud/articles/ringing-issues-for-alerting-interactions/
