Configure Connect with Genesys Cloud CX
Create a Genesys Cloud CX audio profile for Connect and configure the correct devices for one-way or two-way translation.
Prepare Genesys Cloud CX
Prepare the physical and virtual audio paths before changing Genesys Cloud CX. 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 Cloud CX 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 Cloud CX: 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 Cloud CX provides a separate selector.
| Translation direction | Genesys Cloud CX microphone | Genesys Cloud CX speaker |
|---|---|---|
| Bidirectional | Connect Mic | Connect Speaker |
| Outgoing only | Connect Mic | Physical headset |
| Incoming only | Physical headset | Connect Speaker |
Configure Genesys Cloud CX
Follow the application-specific path below after Connect is ready. Save the device selection, then reopen the relevant settings to confirm that Genesys Cloud CX did not revert to a system default or a previously connected headset. Complete the sequence before enabling Connect on a live conversation.
- Open Connect first and confirm that the physical headset and both Connect virtual devices are available.
- In Genesys Cloud CX, select the profile icon, open Preferences, and choose Sound.
Open the profile menu and select Preferences. - Use Computer settings only when the operating-system devices already match the required route. Otherwise, expand the profile control and select New profile.
Open Sound, expand Audio Device Profile, and select New Profile. - Give the profile a distinct name such as Connect — bidirectional or Connect — outgoing. Avoid several profiles with nearly identical names.
- For bidirectional translation, select Connect Mic and Connect Speaker. For outgoing-only translation, select Connect Mic and keep the physical headset as speaker.
Name the profile, assign the Connect call devices, keep the ringer on the physical headset, and save. - Keep the Ringer on the physical headset, save the profile, and confirm that the new profile remains selected.
Confirm that the saved Connect audio profile remains selected after saving. - Expand Advanced Mic Settings and disable automatic microphone gain, echo cancellation, and noise suppression for the controlled baseline test.
Disable the three Advanced Mic Settings controls for the controlled baseline test.
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.
- Automatic microphone gain can change the level while Connect is processing a phrase.
- Genesys noise suppression can compete with Connect noise processing.
- With a closed headset, test echo cancellation off; 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 Cloud CX 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 Cloud CX 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 Cloud CX 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 Cloud CX cached its device list | Open Connect first, then restart Genesys Cloud CX. |
| 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 Cloud CX 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.
Should I use Computer settings or create a Genesys audio profile?
Use Computer settings only when its inherited devices already match the Connect route. A named Genesys profile is safer for managed deployments because it keeps the microphone, speaker, ringer, and advanced settings together.
Which devices should I select in Genesys Cloud CX?
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 Cloud CX?
Close Genesys Cloud CX, confirm that Connect Mic and Connect Speaker appear in the operating system, keep Connect open, and relaunch the browser service. Applications and browser tabs often keep the device list that existed when they started.
How do I know the Genesys Cloud CX 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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