Configure Genesys Cloud CX Audio Configuration

  • Published on Sep 17, 2025
  • 2 minute(s) read
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This guide provides instructions to configure the audio source on the Genesys Cloud CX. The guide has dedicated audio configuration sections for omnidirectional and unidirectional communication types.

Difference between omnidirectional and unidirectional communication:

  • Omnidirectional communication: Applicable for the Sanas users using features like Omnidirectional Noise Cancellation (2-way Noise Cancellation), Inbound Noise Cancellation, etc.

  • Unidirectional communication: Applicable for the Sanas users using one-way noise cancellation or accent translation.

Decide your communication type based on the features configured on your Sanas app.

Before you begin;

  • Ensure you have the Sanas application installed on your computer.

  • Make sure you have the required permissions to update the audio configurations on your Genesys Cloud softphone.

Audio configuration

Follow the applicable procedure based on the user preference configured on Sanas:

Omnidirectional Communication

  1. Navigate to the Genesys Cloud CX application.

  2. Click on the profile icon at the top-left corner, then click Preferences.

    User profile icon with an arrow pointing to the Preferences option in the menu.

    Audio preferneces

  3. Click Sound under preferences, then choose one of the following options:

    1. Use Computer settings (recommended) - If selected, the default system audio preferences are applied to the Genesys Cloud CX application.

    2. New profile - Create your own custom audio profile and set it as the default.

      Note: Avoid creating multiple audio profiles as it may lead to confusion and possible disruption in usage.

  4. If creating a new profile, do the following:

    1. Expand the Use Computer settings, then click New Profile.

      Audio device profile settings with options for call and notification volumes displayed.

      Create a new custom audio profile

    2. Enter the following profile details:

      • Profile name - Enter a distinct name for the audio profile

      • Microphone - Select Sanas Virtual Audio

      • Speaker - Select Sanas Virtual Audio

      • Ringer - Select your connected headset

    3. Click Save.

      Audio device profile settings showing microphone, speakers, and headset options.

      Audio profile - Configuration

    4. Ensure your created profile is selected.

  5. Expand the Advanced Mic Settings, and disable the following options:

    • Automatic Mic Gain Off - Disable

    • Echo Cancellation Off  - Disable

    • Noise Suppression Off - Disable

    Settings for microphone adjustments including automatic gain, echo cancellation, and noise suppression options.

    Disable the advanced in-built voice enhancement features

Unidirectional Communication

  1. Navigate to the Genesys Cloud CX application.

  2. Click on the profile icon at the top-left corner, then click Preferences.

    User profile icon with an arrow pointing to the Preferences option in the menu.

    Audio preferneces

  3. Click Sound under preferences, then choose one of the following options:

    1. Use Computer settings (recommended) - If selected, the default system audio preferences are applied to the Genesys Cloud CX application.

    2. New profile - Create your own custom audio profile and set it as the default.

      Note: Avoid creating multiple audio profiles as it may lead to confusion and possible disruption in usage.

  4. If creating a new profile, do the following:

    1. Expand the Use Computer settings, then click New Profile.

      Audio device profile settings with options for call and notification volumes displayed.

      Create a new custom audio profile

    2. Enter the following profile details:

      • Profile name - Enter a distinct name for the audio profile

      • Microphone - Select Sanas Virtual Audio

      • Speaker - Select your connected headset

      • Ringer - Select your connected headset

    3. Click Save.

      Audio settings interface showing microphone and headset options with a save button.

      Audio configuration - Custom profile

    4. Ensure your created profile is selected.

  5. Expand the Advanced Mic Settings, and disable the following options:

    • Automatic Mic Gain Off - Disable

    • Echo Cancellation Off  - Disable

    • Noise Suppression Off - Disable

    Settings for microphone adjustments including automatic gain, echo cancellation, and noise suppression options.

    Disable the advanced in-built voice enhancement features

Support

Need help? Get in touch with our Support Team for assistance.