Genesys Cloud CX - Beta HQ

Hi everyone,

We are excited to announce the beta for Allow Native Headset Controls In Embedded Clients.

This feature will allow agents to use call control buttons on their headsets, including pick up, mute, and volume control, when using the embedded clients.  

If you are interested in participating in this beta, please complete the request form : https://forms.office.com/r/yW4zv3wTE0

Limitations and conditions of this beta are:

*  Customers use supported headsets. See https://help.mypurecloud.com/articles/about-genesys-cloud-webrtc-phones/

*  Limitation: Customers using browser extensions are not included in this Beta

*  Limitation: Customers using Genesys Cloud for Salesforce, Zendesk or MS Teams AND using a Jabra or Yealink headset must use a popped out Web RTC window to use the native headset controls during Beta

Once the beta has been enabled for your org, you will receive a welcome email outlining important information for use during the beta.

Please keep an eye out for it!

Thank you,

#BetaAnnouncement

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Thomas Prendergast
Genesys - Employees
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Hi everyone,

In addition to these details, it is important to note below:-

Genesys Cloud provides audio support for any USB headset. However, Genesys Cloud only supports the built-in call controls on specific headsets from certain manufacturers. Verify the device's compatibility with Genesys Cloud on the vendor sites:

• Poly
  • Poly Headsets, IP phones and Audio Devices in the Genesys AppFoundry
  • Solutions for Genesys on the Poly website
• EPOS
  • EPOS Connect in the Genesys AppFoundry
  • EPOS and Genesys on the EPOS website
• Jabra
  • Jabra Headsets And Speakerphones in the Genesys AppFoundry
  • Jabra and Genesys on the Jabra website
• Yealink
  • Yealink Headset Compatibility Center and search for Genesys

If you cannot find your headset on the vendor's website, contact the vendor for more information. 

Hi Everyone

We are planning the GA for this feature in mid-April 2024.

Keep a look out for the feature in our release notes and documentation.

Hi All

Good news!

This feature will now go live globally next week.

Keep a look out for the feature in our release notes and documentation.

Thank you,