Audio notifications are not working as expected for Connect and Connect Support.
Audio notifications for Connect are not supported in Geneva. This support is available in releases beginning with Helsinki.
A misunderstanding of when audio notifications or other notifications should fire in Connect. Audio notifications fire when there is no visual indication of an update to the conversation. Therefore, when a tab that does not contain an open Connect sidebar or the main Connect page is in focus, audio notifications are fired. If the tab in focus contains either one of those, the audio notification is not fired. This is true even if the tab with focus is behind another window.
A browser or computer issue is preventing audio overall for the instance.
Audio notifications are either disabled globally or for that user.
To verify that audio works for the instance, browser, and computer:
Navigate to System UI > Audio Files.
Select a record and click the Play button.
If the sound from that record does not work, fix the audio configuration on your computer and browser until you get sound from that page.
This is likely to fix the issues with audio in Connect.
Make sure notifications are enabled both globally and for those users.
For details, see the following product documentation topics:
Enabling notification globally: Enable or disable Connect notifications globally
Enabling notifications for individual conversations: Edit which notifications you receive for a conversation
If audio notifications are not working for a user entering the queue, set the glide.connect.support.enter_queue_audio_alert to true.