Genesys Cloud - Main

Hi Friends

Does anyone know if it is possible to change a setting, that can bring the answered call in front when answering via Headset?

Scenario: Agent is working with Chat or Email, and a call comes in. When pressing "answer" on the voice interaction Toast, focus will shift to the Voice interaction window, so you can see customer info etc. When answering via headset, call is answered, but focus will not shift, and you need to seach for the voice interaction to find the active window.

I have tried every single headset setting in the browser and headset application settings (Jabra), but with no succes so far. 

#Omni-ChannelDesktop/UserInterface

------------------------------
Herluf Bjerg
Product Engineer
Nuuday A/S
------------------------------

Hello Herluf, 

Are you saying that once you plug in a headset the behavior of the UI changes and no longer brings you to the call window? If so this sounds like something that customer care would need to look at. As the behavior shouldnt change. 

Cheers, 

------------------------------
Cam
Online Community Manager/Moderator
------------------------------

Hi Cam

The headset is connected all the time, but it is only when controlling the call via the Headset, that the issue occurs. You could still be right about customer care though...:-)

I will leave the post for some days, to see if someone have an idea.

Br. Herluf

------------------------------
Herluf Bjerg
Product Engineer
Nuuday A/S
------------------------------

Original Message:
Sent: 11-06-2024 08:11
From: Cam Tomlin
Subject: Bring window in front, when answering voice interaction with headset

Hello Herluf, 

Are you saying that once you plug in a headset the behavior of the UI changes and no longer brings you to the call window? If so this sounds like something that customer care would need to look at. As the behavior shouldnt change. 

Cheers, 

------------------------------
Cam
Online Community Manager/Moderator
------------------------------