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Problem with Audio If Engagement type is "Video" (Doc ID 2733233.1)

Last updated on MARCH 07, 2022

Applies to:

Oracle Fusion B2B Service Cloud Service
Information in this document applies to any platform.


In Oracle LX, when Engagement type is set as "VIDEO", there is no problem with videos, but the voice from the agent screen side reaches the client side, but the voice from the client does not reach the agent side.

If customer set the application to "AUDIO" instead of "VIDEO", customer and Agent can hear sounds without any issue.

Additional Information from customer:
1) There is no problem with voice calls on androidOS, but voice is not available on iOS and Windows.
2) Windows:
<OS>Windows10 Version1809 64bit (Build 17763.832)
<Browser>Chrome 83.0.4103.97 (32bit)

3) iOS version 14.0 and above has no audio problems.
Audio cannot be used with iOS 13.7 or lower.


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