Helpdesk

This guide will provide a full break down on how to set multiple profiles for your audio and mic settings in Genesys if you transition from office to home.

 

We have also provided a shortcut link now locally on your start menu as shown below to quickly access Genesys:

2.Please then enter your password for Okta:

3.Please then send a push notification to the Okta app on your phone:

4. Once You are logged into Genesys, please then click on your profile, and then click on preferances as shown below:

5. A New Window will appear, and this is all the preferences for Genesys, please click on sound:

6. Please then click on the dropdown menu and then select New Profile:

7. Now we are going to create two Preference profiles, one for Office and One for Home, we will start with Office first, when new profile is selected, please type in Office at the top as shown below:

8. The 3 main settings that we will be focusing on is microphone, audio out and chime:

• Please make sure Jabre headset is selected for Microphone
• Please make sure Jabre headset is selected for Audio out
• Now this setting is the chime, this is based on preference so if you are happy with the chime coming through your Jabre headset please select Jabre here, if you would prefer to hear a chime through laptop speakers (Realtek® Audio) needs to be selected!
• This setting is down to yourself on how loud you want the audio to be when you are on a call through your headset
• This setting is preference to how loud you want the chime to be, this will need to be set to loud if you are keeping the chime to go through your headset, but if you are setting this to go out through laptop speakers you may not need this so high. – there is a play button so you can test this live!
• Once you are happy with the settings then you can click save

9. Once you have saved the preferences, you will now see in the drop down menu an Office option is now available all the time for you to select:

• You can also change the ring tone to help identify your own calls!

10. We will now setup a separate preference profile for Home working if you are using different headphones other than Jabre:

Please click on the drop down menu again, now you can still see the Office profile setup for you but we need to click on New Profile:

11. In the new profile select below please follow:

• Please name this new Profile (Home) as shown here so you can tell the difference!
• Now this won’t be same for everyone, if you are using iPhone headphones or similar then you must select Jack Mic (Realtek® Audio) if you are using another wireless headphone or other USB type headphones please make sure these are selected, the name will help track this!
• Now this won’t be same for everyone, if you are using iPhone headphones or similar then you must select Headphones (Realtek® Audio) if you are using another wireless headphone or other USB type headphones please make sure these are selected, the name will help track this!
• For the Chime option this will be personal preference again but would be recommended to have this set to Laptop Speakers (Realtek® Audio) as this will sound through your laptop when you get a call as you may not hear this if you are using iPhone or similar in ear headphones for example or you are away from your desk!
• Once you are happy with all the settings please clicks save!

12. You will now see in the drop down menu the two newly created profiles which will then allow you to quickly setup how you want your audio to be for the day when logged into Genesys and what location you are based:

13. As you can see the Home option is not available, what this means is that the audio device (iPhone headphones) are not connected which helps guide you if the audio does not work or you forget to plug in any headphones at home as it will default to laptop speaks and mic at home!

14.We also must make sure that if you have set your chime to come through your laptop speakers (Realtek® Audio) in Genesys, you will need to go down to the bottom right hand corner of the screen where the clock is located and click on the audio symbol: