Hi Dean
I operate a split telephony option for 2 contact centers. I have 1 group of agents sitting on soft-phone technology using the plantronics setup. TBH i find i have more problems with these agents in comparison to the 2nd group who purely sit on hard-phones.
All agents use browser and we resort to the desktop client should we identify an issue with the browser.
I have found though it largely dependent on your internal internet connections, where the company may have wifi connections whether a guest network or wireless i find plays havoc to agents who reside on laptop setup as an example.
We have had plantronic headsets for well over 2 years now, while they have stood the test of time I know i will begin looking for a noise cancelling operation in the next set and clarity in microphone, as some agents have resorted to doing what we call the Darth Vader to increase the microphone levels to customers.
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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
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Original Message:
Sent: 05-17-2019 11:06
From: Dean Thames
Subject: Plantronics Hub / Genesys Option
Hi All,
I have a customer that is really struggling with their headsets. We've given up on the browser and have installed the PC desktop client in hopes that it would be a better capability relative to managing audio settings. This customer uses Plantronics Hub, and it's supposed to have an option for Genesys that can be selected so that the media delivery remains stable/consistent.
As it stands other media apps such as Skype will interfere with the agents' interactions... audio settings relative to the default device and default communications device are actually reverting due to other system activity.
Is anyone else using Plantronics Hub?
#SystemAdministration
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Dean Thames
Koch Business Solutions
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