triomultimedia.blogg.se - Ascension genesys

The majority of these external transfers are back to phones in our healthcare clinics and/or other 3rd party organizations. Regarding the cell phone part of my comment, we introduced that strictly to see if we could replicate the issue in general, which we could, albeit not as frequently.

More so now than before, I totally agree regarding the MOS score not being the best reference to investigate this issue-especially after seeing near perfect scores on the GCV side most times. Subject: Genesys Cloud Voice | Poor call quality on external transfers from the IVR.Īppreciate the response, Mesquita. Even a "you should fully expect intermittent poor call quality on external transfers from Genesys Cloud" would be better than the lack of an answer at this point.įor the record, I do see one other customer reported a similar experience back in 2018, but don't believe they got closure either. So to my fellow Genesys Cloud Voice users: all your peer is looking for is clear input, guidance, or just a plain "Amen" that we're not the only Genesys Cloud Voice customer experiencing poor call quality on external transfers from our inbound IVR flows. We will be enabling the media captures again in hopes that sheds some light, but are not holding our breath in light of the near perfect MOS rating and we've been down this road in the past.We have had an open Genesys Support Case for over a month and the response we've received to date is they are not seeing or hearing any call quality issues.When you listen to the call recording before it externally transfers (because we are not recording the external transfer portion of the call), everything sounds decent.

We look at the MOS for each leg of the call and Genesys reports the score back between 4 & 5, every time.

Intermittently throughout the day, every day, we receive reports from the party who receives said external transfer from the IVR that the call quality is poor ( audio delays, choppy, muffled, low volume, no volume, etc.you name it, we've now heard it.).

Keep in mind it doesn't matter if the IVR is externally transferring the inbound call to a cell phone, office phone, etc.

We dial a Genesys Cloud purchased DID directly that hits an inbound flow with menu options, some of which externally transfer.

Outbound audio, particularly for external transfers from our inbound IVR flow is another story though. To set the stage, inbound audio within Genesys Cloud has been fine so far (yay).