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Headset losing inbound audio on call using embedded softphone in salesforce

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  • 1.  Headset losing inbound audio on call using embedded softphone in salesforce

    Posted 03-16-2021 00:34
    No replies, thread closed.
    I am experiencing an issue while using the embedded softphone in Salesforce. We are using Dell UC350 headsets which are rebranded Jabra Evolve 20 headsets which i'm not sure are any good. Agents need native Genesys client open in the background to use the chat function, we have noticed many times a day where the inbound audio drops out however the RTP stream is still reaching the browser so it's like the headset settings have changed. We can hear the agent and customer voice fine on the Edge device, once we refresh the browser or unplug the headset and plug it back in the settings come back and the agent's headset works again. Has anyone else experienced this issue and can give some insights of what this may be. The browser we are using is Chrome.
    #Integrations
    #Unsure/Other

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    Lachlan Roberts
    Straticom
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  • 2.  RE: Headset losing inbound audio on call using embedded softphone in salesforce

    Posted 03-17-2021 10:48
    No replies, thread closed.
    we do have exactly similar issue we use Jabra evolve 20 and few engage 50's for our agents and often our agents complaint audio issues like one way audio but when I trouble shoot interactions I can hear both caller and agent voice but they cant hear one another so when I was going through headset setup instructions in resource center  https://help.mypurecloud.com/articles/configure-a-jabra-headset/ Jabra needs some additional software to be installed on user laptops and a chrome extension for call control. this is deployed to be soon in our org and hoping this would resolve the issue. I will post an update once deployed.

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    Ajay Kumar Vadluri
    Kroll Information Assurance Inc.
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