# Configure Genesys Cloud CX Audio Configuration

- Published on Sep 17, 2025
- 2 minute(s) read

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**.

.png?sv=2026-02-06&spr=https&st=2026-07-18T07%3A21%3A33Z&se=2026-07-18T07%3A33%3A33Z&sr=c&sp=r&sig=49b2PB75wud4%2BwzlQOL76VbUVS8zUd%2BI5UrR%2F0AB114%3D)

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**.
   
   .png?sv=2026-02-06&spr=https&st=2026-07-18T07%3A21%3A33Z&se=2026-07-18T07%3A33%3A33Z&sr=c&sp=r&sig=49b2PB75wud4%2BwzlQOL76VbUVS8zUd%2BI5UrR%2F0AB114%3D)
   
   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**.
   
   .png?sv=2026-02-06&spr=https&st=2026-07-18T07%3A21%3A33Z&se=2026-07-18T07%3A33%3A33Z&sr=c&sp=r&sig=49b2PB75wud4%2BwzlQOL76VbUVS8zUd%2BI5UrR%2F0AB114%3D)
   
5. Ensure your created profile is selected.
6. Expand the **Advanced Mic Settings**, and disable the following options:
   - **Automatic Mic Gain Off** - _Disable_
   - **Echo Cancellation Off** - _Disable_
   - **Noise Suppression Off** - _Disable_

.png?sv=2026-02-06&spr=https&st=2026-07-18T07%3A21%3A33Z&se=2026-07-18T07%3A33%3A33Z&sr=c&sp=r&sig=49b2PB75wud4%2BwzlQOL76VbUVS8zUd%2BI5UrR%2F0AB114%3D)

#### Unidirectional Communication

1. Navigate to the Genesys Cloud CX application.
2. Click on the profile icon at the top-left corner, then click **Preferences**.

.png?sv=2026-02-06&spr=https&st=2026-07-18T07%3A21%3A33Z&se=2026-07-18T07%3A33%3A33Z&sr=c&sp=r&sig=49b2PB75wud4%2BwzlQOL76VbUVS8zUd%2BI5UrR%2F0AB114%3D)

> **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**.

.png?sv=2026-02-06&spr=https&st=2026-07-18T07%3A21%3A33Z&se=2026-07-18T07%3A33%3A33Z&sr=c&sp=r&sig=49b2PB75wud4%2BwzlQOL76VbUVS8zUd%2BI5UrR%2F0AB114%3D)
   
   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**.
   
   .png?sv=2026-02-06&spr=https&st=2026-07-18T07%3A21%3A33Z&se=2026-07-18T07%3A33%3A33Z&sr=c&sp=r&sig=49b2PB75wud4%2BwzlQOL76VbUVS8zUd%2BI5UrR%2F0AB114%3D)
   
5. Ensure your created profile is selected.
6. Expand the **Advanced Mic Settings**, and disable the following options:
   - **Automatic Mic Gain Off** - _Disable_
   - **Echo Cancellation Off** - _Disable_
   - **Noise Suppression Off** - _Disable_

.png?sv=2026-02-06&spr=https&st=2026-07-18T07%3A21%3A33Z&se=2026-07-18T07%3A33%3A33Z&sr=c&sp=r&sig=49b2PB75wud4%2BwzlQOL76VbUVS8zUd%2BI5UrR%2F0AB114%3D)

### Support

**Need help?** Get in touch with our [Support Team](mailto:support@sanas.ai) for assistance.