Genesys Cloud (formerly PureCloud)

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Plantronics Hub

  • 1.  Plantronics Hub

    NEW MEMBER
    Posted 11 days ago
    I saw this in appfoundry but the "Firmware" button only takes me back to Plantronics website with no information. My Plantronics Hub doesn't give me to "Genesys" option for PureCloud. https://appfoundry.genesys.com/filter/genesyscloud/listing/c6d17782-a086-413c-a626-bf733aae221d

    I also saw that from the Plantronics website,  Supported Softphones where PureCloud integration was developed by the "partner". I wonder if there is extra plugin need to be installed? along with Gensys Cloud Desktop Application + Plantronics Hub?

    #Integrations


  • 2.  RE: Plantronics Hub

    GENESYS
    Posted 8 days ago
    Daniel,

    If you visit Poly's AppFoundry listing and click the Contact Us button, then Poly will be able to answer your questions about what is needed to get their headsets to work with Genesys Cloud.

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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
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  • 3.  RE: Plantronics Hub

    NEW MEMBER
    Posted yesterday
    Hi Jim,

    Thanks for the note. I have done the same and been over a week now, haven't heard back from Poly. Is the Contact Us button actually alerted them?

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    Daniel Cheng
    Edith Cowan University
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  • 4.  RE: Plantronics Hub

    Top 25 Contributor
    Posted 23 hours ago
    Hi Daniel

    What is not working when you try to use the Plantronics headset in Genesys Cloud?  Does the phone config setting show that the phone software is running?  I'm using a Plantronics headset (wired) and only have the Plantronics Hub installed.  I note the Poly website says the Hub software will show the softphone as an SDK-Enabled one.  So it's possible you won't actually see "Genesys" listed there but perhaps some other name based on it's integration through the browser.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 5.  RE: Plantronics Hub

    NEW MEMBER
    Posted 22 hours ago
    We have both the wired and wireless headsets, I need to ensure we are setting up the Plantronics Hub correctly with Genesys Cloud as per the information shown on both appfoundry and poly website.

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    Daniel Cheng
    Edith Cowan University
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  • 6.  RE: Plantronics Hub

    NEW MEMBER
    Posted 22 hours ago
    What is not working currently
    • Genesys Cloud + Salesforce softphone doesn't work with wireless Plantronics headsets call control buttons on the device
    We have been testing the option to have both Genesys Cloud Desktop version + PlantronicsHub installed and running in the background. However, there was basically ZERO documentation to talk about the best practices configuring Genesys Cloud + PlantronicsHub.

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    Daniel Cheng
    Edith Cowan University
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  • 7.  RE: Plantronics Hub

    Top 25 Contributor
    Posted 22 hours ago
    I don't recall really having to do anything special - just installed the Hub software.  I did create a headset profile though - which I believe may be the step you're missing.  Create a headset profile pointing to the headset and save it - then see if it shows the headset software running and test it.

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    Vaun McCarthy
    NTT New Zealand Limited
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