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Genesys Cloud + Jabra Engage 75: Unexpected Call Rejections / "Not Responding" Status

  • 1.  Genesys Cloud + Jabra Engage 75: Unexpected Call Rejections / "Not Responding" Status

    Posted 3 hours ago

    Dear Genesys Community,

    We are currently investigating an issue for one of our customers and suspect it may be related to the headset being used.

    The customer's Genesys Cloud users are using Jabra Engage 75 headsets with a DECT base: Jabra Engage 75 SE | Overview

    In the past, we experienced an issue where calls continued ringing on the DECT base even after being answered by the agents. This was resolved through a fix introduced by Genesys.

    We are now observing a different behavior: in some cases, incoming calls ring for only a few seconds (despite a timeout set to 20 seconds) in the Agent Desktop and then suddenly disappear, causing the agent status to switch to "Not Responding."

    According to Genesys Support, this behavior is caused by the agent rejecting or not answering the call. However, the customer has repeatedly confirmed that agents are not manually rejecting the interactions. For this reason, we are wondering whether the headset or DECT connection could, in some cases, be triggering an unintended call rejection or disconnection.

    We would appreciate your feedback on the following questions:

    1. Do you have customers using Genesys Cloud together with the Jabra Engage 75 headset?
    2. If so, have you ever experienced issues related to the headset, such as unexpected call rejection or disconnects?

    Thank you in advance for your support and insights.

    Kind regards,


    #Implementation
    #System/PlatformAdministration
    #Telephony

    ------------------------------
    Fabrizio Tortis
    Swisscom (Schweiz) AG - Technical Lead CIM
    ------------------------------


  • 2.  RE: Genesys Cloud + Jabra Engage 75: Unexpected Call Rejections / "Not Responding" Status

    Posted 50 minutes ago
    Hi Frabrizio,
     
    I have not personally experienced this but found som similar reported issues mentiond in the community.
     
    The Genesys Cloud Windows desktop app 2.48.900 (March 2026) shipped an updated Jabra SDK with a hardcoded 15-second ringing timeout. Past 15s the Jabra library fires a RejectCall event that the WebRTC SDK passes through as an agent decline, hence Not Responding, your 20s queue timeout never gets there.
     
    Which desktop app version are the affected agents on? 2.50.909 (1 June 2026) fixed it, the release notes state the Jabra ringing timeout was increased from 15 seconds to 3 minutes. Anything below that will reproduce.
     
    To confirm before changing anything: pull the desktop app log during a failed alert and look for "Jabra event received: id: 22 name:RejectCall value: true" with no agent interaction. Or just have an affected agent run Genesys Cloud in Chrome for a shift, the browser WebHID path doesn't use the desktop app's Jabra library and the issue doesn't occur there.
     
    Hope this helps.
     
    Regards


    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------



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