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  • 1.  Headset - Genesys Cloud and Teams

    Posted 12-10-2025 15:48

    Hello,

    We use Jabra Engage 65 headsets with both GC and Teams and often run into functionality issues when switching between them.

    We're interested in learning what headsets others are using in similar scenarios that do not present these issues.

    Thank you in advance!

    Theresa


    #Unsure/Other

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    Theresa Voisine
    VP Network and Systems Administration
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  • 2.  RE: Headset - Genesys Cloud and Teams

    Posted 12-11-2025 02:06

    Hi Theresa,

    we also use Jabra headsets and installed the Jabra Direct software to tune the settings for the agents.

    Did you install that also for your agents?

    What also helped a lot is using the USB dongle instead of Bluetooth connection.

    Regards,
    Christian



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    Christian Rosenberger
    System Architekt Customer Interaction Art
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  • 3.  RE: Headset - Genesys Cloud and Teams

    Posted 12-11-2025 04:33

    Exactly the same situation for us.



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    James Dunn
    Telecoms Specialist
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    Original Message


  • 4.  RE: Headset - Genesys Cloud and Teams

    Posted 12-11-2025 08:08

    Hi Christian,

    Would you mind sharing the settings you fine tune for the agents? Maybe we have missed something.

    We do use the USB for connectivity.



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    Theresa Voisine
    VP Network and Systems Administration
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    Original Message


  • 5.  RE: Headset - Genesys Cloud and Teams

    Posted 12-11-2025 12:00

    We use the Poly/HP Voyager 4310/4320 headsets and HP/Poly Sync 20 speaker.  We also setup a default audio profile in Genesys for the headset.  Teams is straightforward regarding what device to use.  Hope this helps.



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    Rial Coleman
    Sr. VoIP Administrator
    District of Columbia Water and Sewer Authority
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  • 6.  RE: Headset - Genesys Cloud and Teams

    Posted 12-11-2025 12:22

    I have also seen some issues if they plug the dongle into the laptop or docking station.  Usually the laptop works better, but yesterday using a Poly wired USB headset the docking station was the fix.



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    John Humma
    Call Center Architect
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  • 7.  RE: Headset - Genesys Cloud and Teams

    Posted 01-06-2026 15:55

    Theresa, If you are using Genesys Cloud CX WebRTC in an Edge browser, have you configured the Windows System/Sound/Volume Mixer settings for Edge under the Apps section to match the Output and Input devices that are configured in the user's Audio Device Profile under the Preferences/Sound settings in Genesys Cloud CX? We found that making sure the Edge settings are configured first before opening your Edge browser and Genesys Cloud CX, it allowed the Sound Profile in Genesys to see that Edge was configured once a user logged in and it selected any predifined Audio Device Profile that matched the Edge settings eliminating any mismatched configuration between the browser and Genesys Cloud CX.



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    James Bonnevie
    Technology Engineer Consultant
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