Hello!
Based on the Genesys Cloud documentation, the USB headset manufacturers with built-in support for call controls are Poly, EPOS, Jabra, Yealink, Sennheiser, and Cyber Acoustics.
Cisco is not listed among the officially supported vendors for integrated call controls.
This means that the Cisco Headset 561 and 562 with Multibase will most likely work as standard USB audio devices (audio input/output), but the headset buttons for answer, end, hold, resume, mute, unmute, and reject may not be supported by Genesys Cloud.
You can also check with the Ask Me Anything assistant in the Orchestrators Portal to see if there are any recent updates or compatibility information that isn't yet reflected in the documentation.
In any case, I would recommend testing the headset in your environment before deployment to validate its behavior and verify all call control scenarios.
Reference:
https://help.genesys.cloud/articles/configure-headsets-for-embedded-clients/
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Raphael Poliesi
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