Configure Connect with Genesys Activities
Configure Genesys Activities audio input and advanced microphone settings for uninterrupted Connect processing.
Prepare Genesys Activities
Prepare the physical and virtual audio paths before changing Genesys Activities. Connect the wired headset, open Connect, and confirm that the real microphone and speaker work in How I Sound?. Keep a record of the original Genesys Activities devices so the configuration can be reversed if the test is unsuccessful.
- Connect: select the physical headset and the correct source and destination languages.
- Operating system: confirm that Connect Mic and Connect Speaker are present.
- Genesys Activities: sign in with an account allowed to change audio settings.
- Test participant: use a colleague or second device that can confirm both directions.
Choose the device pair
The correct speaker depends on which side of the conversation must be translated. Always use Connect Mic for translated outgoing speech, then route incoming speech through Connect Speaker only when Connect needs to process that direction. Keep alerts and ringtones on the physical headset whenever Genesys Activities provides a separate selector.
| Translation direction | Genesys Activities microphone | Genesys Activities speaker |
|---|---|---|
| Bidirectional | Connect Mic | Connect Speaker |
| Outgoing only | Connect Mic | Physical headset |
| Incoming only | Physical headset | Connect Speaker |
Configure Genesys Activities
Follow the application-specific path below after Connect is ready. Save the device selection, then reopen the relevant settings to confirm that Genesys Activities did not revert to a system default or a previously connected headset. Complete the sequence before enabling Connect on a live conversation.
- Open Connect, attach the physical headset, and confirm the selected source and destination languages.
- Launch Genesys Activities and sign in with an account allowed to change audio preferences.
- Select the profile icon, choose Preferences, and open Audio/Sounds.
- Select Connect Mic as the audio input. Choose Connect Speaker when incoming audio also needs translation.
- Scroll to Advanced Mic Settings and disable automatic microphone gain, echo cancellation, and noise suppression for the baseline.
Disable automatic microphone gain, echo cancellation, and noise suppression for the baseline. - Save the configuration and run a controlled activity or test call before returning to the production queue.
Control extra processing
A calling platform can apply automatic gain, echo control, noise suppression, or voice enhancement before Connect receives the signal. Begin with the simplest stable path and disable overlapping processing during the baseline test. Re-enable one control only when the real call environment requires it and the recipient confirms a measurable improvement.
- Disable automatic gain so the source level remains stable.
- Disable Genesys noise suppression when Connect provides the primary noise processing.
- Test echo cancellation off with a closed headset, but restore it if the recipient hears echo.
Validate the complete call
A saved setting is not proof that the integration works during an active call. Test the physical headset, Connect processing, the Genesys Activities virtual route, and remote playback as one complete chain. Use the same account, network, VPN, and headset that will be used in production so the result represents the real workflow.
- Use How I Sound? to confirm a clean physical microphone signal.
- Join an internal call and verify the active Genesys Activities devices inside the call surface.
- Press CONNECT-ON and confirm that the timer starts and live transcription responds.
- Speak a complete sentence and ask the remote participant what they hear.
- Test the reverse direction when using bidirectional or incoming-only translation.
- Reconnect the headset once and confirm that Genesys Activities keeps or correctly restores the saved route.
Resolve common issues
Use the symptom to identify the layer that needs attention instead of reinstalling every component. Confirm the current device names before changing them, then make one correction and repeat the same test. If the issue continues, record the application version, operating system, selected devices, translation direction, and the exact point where audio stops.
| Symptom | Likely cause | Next check |
|---|---|---|
| Connect devices are missing | Genesys Activities cached its device list | Open Connect first, then restart Genesys Activities. |
| The recipient hears natural speech | The physical microphone is active | Select Connect Mic in the active call settings. |
| Incoming translation is silent | The call speaker bypasses Connect | Select Connect Speaker for the incoming path. |
| Speech is clipped or metallic | Competing audio processing | Disable one gain, suppression, or enhancement control and retest. |
Frequently asked questions
These answers cover the decisions most likely to change the Genesys Activities result. Confirm the translation direction before applying a recommendation because outgoing-only and bidirectional calls do not use the same speaker route. Keep the last working configuration available so a failed adjustment can be reversed without disrupting the next call.
Why does a Genesys activity sound clipped after routing?
Confirm that automatic microphone gain, echo cancellation, and noise suppression are not all processing the signal alongside Connect. Disable one competing control at a time and repeat the same test phrase.
Which devices should I select in Genesys Activities?
Select Connect Mic whenever outgoing speech must be translated. Select Connect Speaker when incoming speech must also pass through Connect; otherwise keep the physical headset as the call speaker.
Why are Connect devices missing from Genesys Activities?
Close Genesys Activities, confirm that Connect Mic and Connect Speaker appear in the operating system, keep Connect open, and relaunch the desktop application. Applications and browser tabs often keep the device list that existed when they started.
How do I know the Genesys Activities integration is ready?
Run How I Sound?, place a real test call, press CONNECT-ON, confirm that the timer and transcription respond, and verify what both participants hear. A saved device name alone does not prove the complete route.
Support
Need help? Get in touch with our Support Team for assistance. Include the calling application, operating system, selected microphone and speaker, translation direction, and the exact step that failed. A short description of the expected result and what happened instead helps the team respond more quickly.
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