What's going wrong with Genesys Cloud?

Before connecting your headset, install the manufacturer's software. It keeps the firmware current, lets you manage device preferences, and gives you the latest fixes.

• Jabra: Jabra Direct
• Yealink: Yealink USB Connect
• Poly: Poly Hub Desktop (Plantronics Hub)

Headset and device driver setup may need input from your organisation's IT department, including ongoing management and troubleshooting.

Jabra and Yealink headsets work in the Genesys Cloud desktop app, embedded clients, and Chrome. They aren't supported in other browsers.

Genesys guides: Configure a Jabra headset · Configure a Yealink headset

Genesys Cloud WebRTC supports the call control buttons on Poly headsets. You must have Plantronics Hub installed first.

1. From the sidebar, click Calls. The Phone Details panel opens.
2. Click Settings (the cog). Use Computer settings appears in Audio Controls.
3. Connect your headset with its USB cable or USB transceiver.
4. When Genesys Cloud asks to create a device profile, click Yes.
5. Check your headset is selected in the microphone and speaker boxes, and enter a profile name.
6. Click Save. A Headset Software – Running message appears under the profile name.

Genesys guide: Configure a Plantronics headset

1. From the sidebar, click Calls. The Phone Details panel opens.
2. Click Settings (the cog) and confirm Use Computer settings is shown in Audio Controls.
3. Connect your headset with its USB cable or USB transceiver.
4. When Genesys Cloud asks to create a device profile, click No.
5. Set the headset as the default input and output in Windows sound settings (see Windows sound settings).

An audio profile tells Genesys Cloud which microphone, speaker and ringer to use, and enables call controls on supported headsets.

1. From the sidebar, click Calls, then Settings (the cog).
2. Open the Audio Controls drop-down and click New Profile.
3. Type a name in the Profile Name box.
4. Next to the microphone and speaker icons, select your headset.
5. For the ring alert (bell icon), choose your headset or your computer speakers, depending on where you want to hear incoming interactions.
6. Click Save.

Profiles can drop for system or disconnect reasons. If your headset stops working, re-select your profile.

Genesys guide: Create a new audio profile

Chrome is the recommended browser.

1. Click the padlock next to the web address and check Microphone and Sound are switched on.
2. If not, click Site settings and set both Microphone and Sound to Allow. Close the tab and return to Genesys Cloud.
3. Click Reload when Genesys Cloud prompts you.
4. Check the padlock again. Both permissions should now show as on.

When the browser asks for microphone access, click Allow and tick Remember this decision so you aren't asked again.

Browsers put inactive tabs to sleep, which can drop your phone connection when Genesys Cloud isn't the tab you're looking at.

1. Right-click the Sound icon at the bottom right of your desktop.
2. Select Sound settings.
3. Under Output, choose your headset.
4. Under Input, choose your headset microphone.

Still having audio issues? In sound settings, open Volume mixer and set the headset as the input and output device for Google Chrome or the Genesys Cloud app individually. Apps can override the system default.

Using the desktop app? Quit and restart the app instead.

Run this first. If other people are having the same problem, it's more likely to be the network than your headset.

• Genesys Cloud WebRTC troubleshooter (Australia), run both WebRTC with Audio and Network Test
• Built-in WebRTC diagnostics in Genesys Cloud

Every result should show PASS. Then try these one at a time, testing after each:

1. Clear browser cache and cookies for all time, then restart the browser.
2. Install any pending browser updates.
3. Temporarily disable all browser extensions.
4. Try Genesys Cloud in an incognito window.
5. Try a different browser, such as Chrome, Edge or Firefox.
6. Try a different computer or network.

• Check your headset is plugged in properly. Unplug it and reconnect, or restart the headset.
• Try a different USB port. For Bluetooth, remove the device and pair it again.
• Check the headset works in another app, such as Microsoft Teams.
• Allow microphone access when the browser asks, and tick Remember this decision.
• In Genesys Cloud phone settings, check the right microphone and speaker are selected, especially if you have more than one device.
• Restart your computer.
• If it's still happening, try a different headset or computer.

Some antivirus software inspects HTTPS and audio traffic in real time, which can lower WebRTC audio quality. Ask IT if this applies to you.

• Disconnect from VPN. VPNs can interfere with the media path.
• Use a wired connection. Ethernet is more stable than Wi-Fi.
• Clear cache and restart the browser or desktop app. See clear your browser cache.
• Stop browser sleep mode for Genesys Cloud. See browser sleep settings.
• Log in once only. Don't use the same account in several tabs, browsers, the app and a browser together, or on two computers.

If the diagnostics connection tests fail, ask your network administrator to check the firewall ports and IP ranges.

If the problem isn't fixed, contact your IT team or CVT support. Collect console and network logs while the problem is happening and include them with your request.

• How to gather network logs
• How to gather console logs

CVT support: 1300 000 288, support@cvt.com.au or cvt.com.au/contact. For urgent issues, call CVT immediately.

• Windows 11
• macOS: the current release and two versions previous

PCs should exceed the minimum requirements when using WebRTC voice or video, resource-heavy third-party software, or multi-monitor screen recording. Genesys can't give exact specs because every machine runs different apps, so test your real agent setup to confirm there's enough CPU, memory and network.

Every computer running Genesys Cloud should have anti-malware protection. For embedded clients, requirements depend on the host application or browser.

Genesys: Genesys Cloud requirements

JavaScript must be enabled. Jabra and Yealink headset controls work in Chrome and the desktop app only.

Genesys: Browser check

Turn off call waiting and all call forwarding on phones used with Genesys Cloud, because they can interfere with call delivery. Phones and softphones used with Genesys Cloud should have:

• An industry-standard, approved headset
• No third-party voicemail active
• No call diversion active
• No multi-line configuration

Genesys Cloud works with most handsets and wireless headsets, but you must test your telephony setup with Genesys Cloud before going live.

Genesys: About WebRTC phones

The LAN should be at least 100 Mbit/s switched to each agent desktop. If you use WebRTC, make sure you have enough bandwidth for your maximum concurrent calls and implement QoS.

Estimate your peak bandwidth

For voice and SIP trunk sizing, use the Genesys bandwidth calculator. For Telstra Genesys Cloud (TPC), choose the gateway Genesys Cloud Voice. For QoS, see customer network readiness (QoS settings).

All client connections to Genesys Cloud are outbound. Genesys recommends allowing outbound access on these ports to any IP destination, because AWS IP addresses change. If you must restrict, use the Genesys cloud media ranges below.

Genesys cloud media ranges (WebRTC, Polycom phones on Genesys Cloud Voice or BYOC Cloud, ACD screen recording and video chat):

52.129.96.0/20, 169.150.104.0/21, 167.234.48.0/20, 136.245.64.0/18 Copy ranges

The Australian network diagnostics host netdiag.apse2.pure.cloud uses the same ranges. For AWS, use the published AWS IP address JSON file.

Genesys: IP addresses for the firewall allowlist · Ports and services · Ports and services for WebRTC · Cloud media CIDR ranges · CIDR expansion for new regions

For Telstra Genesys Cloud (TPC), refer to the Genesys Cloud Voice sections. For chat and screen recording, refer to the General and co-browse, chat, video chat, screen share, screen recording sections.

Force TURN reduces the number of IP addresses you need to allow on the outbound ports used by WebRTC.

• You still need the full UDP 16384–65535 range open.
• Add the dedicated TURN IP addresses for Asia Pacific (Sydney) / ap-southeast-2 to your allowlist.
• Also add the Genesys cloud media /20 CIDR ranges.

Genesys: Use the Force TURN feature (includes the Sydney IP list)

1. The WebRTC client opens a websocket to the cloud, which handles all phone control.
2. Every call arrives over that websocket as an inbound call to the phone, whether it's inbound or outbound in Genesys Cloud.
3. The client and the media service both contact STUN servers to find their public IP address and port.
4. Audio connects directly (premises Edge only), through your firewall's NAT address, or relayed through a TURN server.
5. Call recordings are captured by the media service and stored in the cloud after the call ends.

Genesys: WebRTC call flow · Detailed WebRTC diagram

• Network readiness assessment
• Genesys Cloud WebRTC test (Australia): WebRTC with Audio and Network Test
• Standalone WebRTC diagnostics app
• Network assessment download
• Generic WebRTC test

• Uses WebRTC, so the network setup above is required.
• Needs the Genesys Cloud desktop app, kept up to date. Screens aren't recorded in the web app or during non-ACD interactions.
• Admins can block self-installs and push the app and updates with their own software deployment tool.
• On Mac, macOS 10.13 High Sierra or later is recommended. On Catalina, allow screen recording for the desktop app in macOS privacy settings.
• Don't log the same account in to more than one desktop app. Both screens are recorded but only one recording is kept, and you can't choose which.

Genesys: Screen recording overview · Desktop app · Deploy the desktop app · Apple screen recording permission

Screen recording pauses during secure pause and resumes when it ends. Train agents to hide sensitive information on screen before ending a secure pause.

Genesys: Multi-monitor screen recording · Recording management

Unless otherwise specified, CVT deploys Genesys Cloud in the Australian region (AWS Asia Pacific, Sydney, ap-southeast-2), so Genesys Cloud data is located in Australia. Each Genesys Cloud organisation exists in one region only.

Each microservice owns its own data tier, reachable only through its API, which lets Genesys enforce granular access control across different data technologies in a multi-tenant platform.

Genesys Cloud AI services run in the core region of the customer's organisation. For Australian organisations, AI services and their data are run and stored in the Australia AWS region only, and follow the same platform security and compliance controls.

Agent Copilot uses a mix of Genesys native models and AWS Bedrock models, depending on the feature, use case and dialect. These run in the same AWS region as the organisation.

Genesys applies privacy by design and by default, uses GDPR as its privacy baseline, and draws on the NIST AI Risk Management Framework and ISO/IEC 23894:2023. Data used to develop new products is anonymised under the Genesys data anonymisation framework. Its AI ethics principles are accountability, security and privacy, transparency, and fairness.

Genesys: About Genesys Cloud AI · Agent Copilot models and LLM input · Guide to Genesys Cloud AI · AI ethics · Privacy policy for AI services

Genesys Cloud acts as a data processor and provides a GDPR API as the self-service way to respond to requests. Most search requests (GDPR_EXPORT) complete within two days.

No GDPR certification exists for cloud providers, but Genesys Cloud has had multiple independent reviews of its administrative, physical and technical controls for other regulations such as HIPAA. For transfers outside adequate regions Genesys uses Standard Contractual Clauses.

Genesys: GDPR compliance · Genesys Cloud and GDPR

• In transit: all connections from browsers, mobile apps and other components use HTTPS and TLS. Recordings and faxes are encrypted over the internet, and TLS is increasingly used inside the backend VPC.
• At the point of recording: recordings are encrypted with customer-specific keys using 3072-bit public/private key pairs.
• At rest: sensitive objects are encrypted with AWS S3 server-side encryption (AES-256), including voice, chat, email, SMS and messaging recordings, external contacts and documents.
• Key rotation: recording encryption keys can be rotated on a schedule from the Genesys Cloud admin interface, limiting how many recordings any one key can open.

Yes. SSO and multi-factor authentication are supported through third-party identity providers: Google Workspace (G Suite), Ping Identity, Microsoft Entra ID (Azure AD Premium), Microsoft ADFS, OneLogin, Okta and Salesforce. Some providers also support location-based restrictions.

Genesys Cloud passwords are hashed with a salt using SHA-512 combined with PBKDF2, making them resilient to rainbow table attacks.

Genesys: About single sign-on

Servers start from the latest Amazon Linux release with all security and normal updates installed. Remote access is by SSH keys only, not passwords, and ThreatStack and AlertLogic are installed.

The base machine image is rebuilt weekly, and deployment tooling blocks any service built on an image older than 30 days, so no service is more than 30 days behind on security updates.

For your side of the platform, see Genesys guidance on hardening your Genesys Cloud environment and securing third-party apps.

Genesys runs an incident response program based on industry best practice, overseen by Information Security. It identifies, contains and removes the root cause of incidents. The cross-disciplinary Security Incident Response Team (SIRT) then puts corrective and preventive actions in place, which can include changes to processes, procedures or infrastructure.

Genesys: Genesys Cloud security policy

Genesys Cloud has been validated by an external Qualified Security Assessor as a PCI DSS Service Provider Level 1.

Using Genesys Cloud doesn't make your organisation PCI compliant automatically. Your compliance depends on your implementation design (fully hosted, on-premises or hybrid Edge) and on the responsibilities you share with Genesys. Ask CVT which design model applies to you.

Genesys: PCI DSS compliance · Customer responsibility matrix

• Secure Pause: the agent turns it on before the customer gives card details, which stops the recording, and turns it off afterwards to resume.
• Secure Call Flow: the agent transfers the caller to a secure flow to enter card details. The agent can't hear the entry and it isn't recorded. The call can then return to the agent.
• Card number filtering: Luhn-based filtering (related to ISO/IEC 7812-1:2017) stops card numbers being sent between users and agents, and stops them being stored from ACD email.
• PCI DSS setting: turns off DTMF logging and media capture by the Edge.

Secure Pause and Secure Call Flows are certified for PCI with local Edge devices, virtual Edges, and Genesys Cloud Voice in any region. Screen recording also pauses during secure pause.

Genesys: Secure Pause · Secure call flows · Sensitive information filtering

• IRAP assessed for Australian Federal Government use at PROTECTED level
• SSAE 18 SOC 2 Type II (third-party examination)
• PCI DSS Service Provider Level 1
• Controls designed to meet HIPAA, and CSA compliant

The underlying AWS infrastructure holds ISM, ISO 9001, ISO 27001, ISO 27017, ISO 27018 and Multi-Tier Cloud Security Level 3, with regular SOC 3 audits.

Your organisation remains responsible for achieving and maintaining any industry certifications your business needs, such as PCI DSS or HIPAA.

Genesys: Supported security standards · Genesys Trust Center · Security and compliance overview · AWS compliance

Genesys Cloud runs active-active across multiple AWS Availability Zones: separate facilities with their own power, networking and connectivity. If a zone or data centre is lost, the remaining zones keep running and auto-scale to replace lost capacity, giving an effective recovery time objective (RTO) of zero. Genesys tests this regularly with chaos testing.

• More than 100 microservices, each with at least two instances in separate Availability Zones.
• Elastic Load Balancers detect failed or overloaded instances within seconds and route around them.
• Auto Scaling groups add capacity on demand and replace failed instances within minutes, without affecting other tenants.
• Cache clusters span zones, so losing one zone doesn't take a cluster down.
• DynamoDB replicates synchronously across three facilities and is backed up hourly to S3.
• S3 storage is designed for eleven nines of durability and up to 99.99% availability.

Genesys: Architecture and technology · The Genesys Cloud platform · Microservices

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