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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!
#BetaAnnouncement------------------------------Thomas PrendergastGenesys - Employees------------------------------
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:
If you cannot find your headset on the vendor's website, contact the vendor for more information.
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.