Question
How to troubleshoot Genesys Purecloud
Answer
Before proceed to any of the troubleshooting steps, please make sure your volume is turned up. In addition, plug in your headsets before logging into Genesys Purecloud. If you're already logged in, please sign out, plug in your headset and try to log in again to see if it resolves the issue.
Preferred browser : Chrome
For remote users, please use your local machine to access Genesys Purecloud. You will be prompted with errors if you use your remote machine on campus.
Common Issues Below:
I can't go on queue. The phone icon is red and crossed out.
If you're prompted to select / activate a phone and can't go on queue, the page didn't load properly. Please refresh your page and it should clear the crossed out red phone icon. If this doesn't fix the issue, please review next issue.
Nobody can hear me and I can't hear anybody when making / receiving a phone call.
- Click on the person icon at the top left
- Click Preferences
- Click Sound
- Click the drop down(s) and make sure to select your headset for all options. Typically, it'll be the Logitech option if you're using a Logitech headset.
- Make sure your sound is turned up and coming through your headset. In the windows bar, please click on the sound icon.
- Click the name of the device. If you already see your headset, please turn up the volume. No other action is required. If not, you might see Speakers / Headphones (Realtek Audio). Click on Speakers / Headphones (Realtek Audio) to view the drop down.
- Click on your headset to update your computer sound to go through your headset to resolve the issue.
Technician Notes