Genesys Cloud CX

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  • 1.  Desktop Speakerphone

    Posted 11 days ago
    We have a user that cannot use a headset. I was thinking that a desktop speakerphone (conference bridge) might work for them. Do any of your users use such a thing and how do they get on? Any advice on makes and models would be great.

    Thanks
    #RemoteWorkEnablement
    #Telephony
    #Unsure/Other

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    andrew lewis
    Health Management Ltd
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  • 2.  RE: Desktop Speakerphone

    GENESYS
    Posted 11 days ago

    Just checking - do you mean something that can be used with the WebRTC phone? 

    Is this for Genesys Cloud Voice/BYOC-Cloud, or BYOC-Premises?

    Is the agent working at home, so not around other agents?



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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
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  • 3.  RE: Desktop Speakerphone

    Posted 11 days ago
    Hi, yes the user is using a WebRTC phone. We are using BYOC-Cloud and the user is working from home.

    thanks

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    andrew lewis
    Health Management Ltd
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  • 4.  RE: Desktop Speakerphone

    Posted 11 days ago
    We use Jabra business speaker 510. Easy to install and use.
    Jabra direct software is helpful as well
    -  As an FYI, we use WebRTC for our phones.


    Hope this helps

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    Monique
    System Administrator
    Messer LLC
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  • 5.  RE: Desktop Speakerphone

    GENESYS
    Posted 11 days ago
    @Monique Morel-Peseski have you had customer feedback on how well that works, especially regarding any feedback from the speakers to the microphone?

    I have used standard usb speakers and microphone, but my microphone is a condenser mic running through a digital interface and helps ensure the speakers don't feed back through it. I think the main thing is to have a clear-sounding output and a mic that is close to the agent's mouth (like a lavalier mic) or has good capability to avoid feedback (like the Jabra)​

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
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  • 6.  RE: Desktop Speakerphone

    Posted 11 days ago
    Hi George

    We do not use a separate mic, as the jabra one is fine. To be fair, this setup is mostly used for managers for escalations and agent quality feed back sessions. We do have it on some machines that deal with escalations, so our control room can hear and respond to everything that's going on.
    I haven't tried disabling the jabra mic, but it should be do-able within the control panel settings.

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    Monique
    System Administrator
    Messer LLC
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