There is now a fix for the duplicate ringing in Genesys Cloud. Please follow the steps below to mute your Genesys Cloud application.
Muting Genesys Cloud App:
Open up Genesys Cloud app (if already open, make sure you click on it to make it active)
Right click the speaker icon:
A pop-up will appear. Select “Open Volume Mixer”:
Look for the Genesys Cloud icon from the pop-up. Then click on the Speaker icon under Genesys Cloud:
Once you have selected the speaker icon, it will show as muted:
Now your Genesys Cloud app will be muted so you’ll only get rings through Salesforce!
Troubleshooting:
What if I don’t see Genesys Cloud in the pop-up?
If you follow the steps above but do not see Genesys Cloud as an option, please follow the steps below:
Close Genesys Cloud (the app) and reopen it. Try again.
If that doesn’t work:
When the pop-up is open, select the drop-down under “Device” as shown below:
Choose your headset name from the drop-down:
Now you should see Genesys Cloud appear:
