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  • 1.  How to mute by disabling the WebHID API

    Posted 3 days ago
    An issue occurred on multiple devices where, after muting and unmuting twice during a call using a headset, the second unmute action failed; consequently, the operator's voice could not be heard by the customer, leading to the call being disconnected.
     
    We determined that the headsets in use utilize the WebHID API to send mute and unmute requests to Genesys Cloud, and that these requests were being blocked at some point in the process.
    However, we also discovered that the headsets can achieve muting simply by stopping the transmission of audio from the microphone.
    Therefore, we are considering disabling the WebHID API usage and implementing muting by controlling the microphone's audio output directly, rather than sending mute/unmute requests to Genesys Cloud.
     
    We have the following questions:
    ・ Is the proposed approach-disabling the WebHID API and preventing the microphone itself from transmitting audio-a valid solution?
    ・ Could anyone explain how to disable WebHID API settings in the Chrome browser?
    ・ Could anyone explain how to disable WebHID API settings within the WebRTC SDK when making calls using a custom softphone built with the `genesys-cloud-webrtc-sdk` (rather than a standard browser)?
     
    Thank you in advance for your assistance.


    #PlatformAPI
    #PlatformSDK

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    Masahiro Shioi
    なし
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  • 2.  RE: How to mute by disabling the WebHID API

    Posted 2 days ago

    Hi @Masahiro Shioi, 

    I would be careful about disabling WebHID as a long-term solution. While muting at the microphone level may stop audio transmission, Genesys Cloud may no longer be aware of the headset's mute state, which could cause synchronization issues between the device and the UI.

    Before disabling WebHID, I'd recommend verifying headset certification, firmware versions, browser versions, and whether this behavior is limited to specific models or environments.

    For custom applications using the genesys-cloud-webrtc-sdk, my understanding is that WebHID is generally controlled at the browser/application layer rather than through a dedicated SDK setting.

    Since this issue can impact live customer calls, opening a Genesys Cloud Care case with headset, firmware, browser, and SDK details would be the best next step.



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    Cesar Padilla
    INDRA COLOMBIA
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