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Jabra Headsets with Genesys desktop App

  • 1.  Jabra Headsets with Genesys desktop App

    Posted 21 days ago

    Anyone with the latest desktop app version (2.48.900.0) noticed any odd behaviour with Jabra headsets in relation to calls hanging up randomly?


    #Telephony

    ------------------------------
    Harpal Dhillon
    Infrastructure Engineer
    ------------------------------


  • 2.  RE: Jabra Headsets with Genesys desktop App
    Best Answer

    Posted 21 days ago

    Hello Harpal,

    I don't think I have seen any other posts in the community stating this.  I would recommend raising a case with Genesys Customer Care to investigate this further.  Maybe others in the community can confirm if they have seen a similar issue.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Jabra Headsets with Genesys desktop App

    Posted 17 days ago

    Hi,

    Just checking. When you say odd behaviour does that include the function for answering calls by lowering the boom ?

    I ask as we've updated recently and are experiencing issues.

    Regards,



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    neil.jones@awaze.com
    ------------------------------

    Original Message


  • 4.  RE: Jabra Headsets with Genesys desktop App

    Posted 17 days ago

    Hi Neil,

    We use the Jabra SE 20's which have inline controls, calls seem to be disconnecting post answering and console logs indicate the jabras are hanging up.



    ------------------------------
    Harpal Dhillon
    Infrastructure Engineer
    ------------------------------

    Original Message


  • 5.  RE: Jabra Headsets with Genesys desktop App

    Posted 16 days ago
      |   view attached

    Morning,

    We are seeing similar but with use via the Genesys / Salesforce embedded app. Other desktop app users have reported issues with answering calls via lowering the boom after this update has been deployed, and I've noticed on the release notes (attached) that there's been updates to the Jabra SDK (little vague TBH).

    We are verifying JabraDirect / headset firmware.

    Regards,



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    neil.jones@awaze.com
    ------------------------------

    Original Message


  • 6.  RE: Jabra Headsets with Genesys desktop App

    Posted 16 days ago

    yes we saw the same, we're testing on the older version of the client at the moment

    along with a genesys+jabra support ticket



    ------------------------------
    Harpal Dhillon
    Infrastructure Engineer
    ------------------------------

    Original Message


  • 7.  RE: Jabra Headsets with Genesys desktop App

    Posted 16 days ago

    Same here and would be interested to understand what Genesys come back with.



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    neil.jones@awaze.com
    ------------------------------

    Original Message


  • 8.  RE: Jabra Headsets with Genesys desktop App

    Posted 15 days ago
      |   view attached

    Morning,

    Not sure if this helps but we've capture an error yesterday where a call auto disconnected when being placed, and the agent didn't interact with the UI / call.

    Regards, 



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    neil.jones@awaze.com
    ------------------------------

    Original Message


  • 9.  RE: Jabra Headsets with Genesys desktop App

    Posted 16 days ago

    Hi Harpal,

    we are using Jabra Engage 75, Jabra Evolve 65 and Jabra Evolve 20 togehter with the desktop app. They are working as expected. Do you use "Jabra Direct" and is the firmware for docing stations and headsets up to date?
    Have you ever tried "Progressive Web App" instead of the desktop app? Its a good alternative if you are encountering trouble with the desktop app.



    ------------------------------
    Christoph Domaschke
    Produktmanager Kunden-Dialog-Center
    ------------------------------

    Original Message


  • 10.  RE: Jabra Headsets with Genesys desktop App

    Posted 15 days ago
    Edited by Christoph Domaschke 15 days ago

    We are experiencing problems now, too. They only occure when a cell phone is selected as phone device and an Jabra Engange 75 docking station ist connected to the PC. Problem does not occure when Engage 75 is connected via blue tooth adapter. The problem is not permanent. This morning it works fine.



    ------------------------------
    Christoph Domaschke
    Produktmanager Kunden-Dialog-Center
    ------------------------------

    Original Message


  • 11.  RE: Jabra Headsets with Genesys desktop App

    Posted 15 days ago

    Hi 

    We had to roll back to previous version as the call controls on Jabra (mic up & down) stopped working on new version.

    tried both the 32bit and 64bit versions.

    Rolling back to previous version also hit snags as need to delete the AppData\Local\Genesys folder.

    Waiting on Genesys to find whats happening

    Kind regards



    ------------------------------
    Rajneesh Chandran
    MS Engineer
    ------------------------------

    Original Message


  • 12.  RE: Jabra Headsets with Genesys desktop App

    Posted 15 days ago

    yes we're also hitting the appdata issue when rolling back for individuals. very frustrating.



    ------------------------------
    Harpal Dhillon
    Infrastructure Engineer
    ------------------------------

    Original Message


  • 13.  RE: Jabra Headsets with Genesys desktop App

    Posted 15 days ago

    Cheers guys. We are rolling back on a few users also and monitoring the results.

    Wonder if we'll see a new app version to rectify the issue ? 

    Regards,



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    neil.jones@awaze.com
    ------------------------------

    Original Message


  • 14.  RE: Jabra Headsets with Genesys desktop App

    Posted 9 days ago

    We are having the same issue with some of our users, can you tell me what version you rolled back to?  I have ticket open with Genesys and their response is to try older version and open case with Jabra.



    ------------------------------
    Shirley Byrd
    Network Infrastructure Spec
    ------------------------------

    Original Message


  • 15.  RE: Jabra Headsets with Genesys desktop App

    Posted 8 days ago

    Hi @Shirley Byrd

    We rolled back to  genesys-cloud-windows-2.47.870.exe  (https://app.mypurecloud.com/directory-windows/build-assets/2.47.870-192/genesys-cloud-windows-2.47.870.exe)

    If you had upgraded to the 64bit, rather do a clean uninstall and install older version after.  Also importantly, to Delete the Genesys folder in AppData\Local

    Kind regards



    ------------------------------
    Rajneesh Chandran
    MS Engineer
    ------------------------------

    Original Message


  • 16.  RE: Jabra Headsets with Genesys desktop App

    Posted 8 days ago
    Edited by Brian Dupuis 8 days ago

    We are aware of the issue and it's our top priority to address this in our next release. Could those of you with issues please let us know with which Jabra devices you are experiencing the issues? I know Harpal mentioned the Evolve 20 SE, and I saw other mentions of headsets that are working.



    ------------------------------
    Brian Dupuis
    Genesys - Employees - Sr. Director, PureCloud UI
    ------------------------------

    Original Message


  • 17.  RE: Jabra Headsets with Genesys desktop App

    Posted 8 days ago

    We are having issues with the Jabra Evolve 65 headset.

     




    Original Message


  • 18.  RE: Jabra Headsets with Genesys desktop App

    Posted 7 days ago

    Hi Brian,

    The release you mention - is the fix contained in this version (2.48.901.0) ?

    Regards



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    neil.jones@awaze.com
    ------------------------------

    Original Message


  • 19.  RE: Jabra Headsets with Genesys desktop App

    Posted 7 days ago

    Hi Neil,

    No, we're still working on the issue.



    ------------------------------
    Brian Dupuis
    Genesys - Employees - Sr. Director, PureCloud UI
    ------------------------------

    Original Message


  • 20.  RE: Jabra Headsets with Genesys desktop App

    Posted 7 days ago

    No worries, thanks for letting me know.

    Regards,



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    neil.jones@awaze.com
    ------------------------------

    Original Message


  • 21.  RE: Jabra Headsets with Genesys desktop App

    Posted yesterday

    Brian,  is there an update on the fix for the headset issues?

     




    Original Message


  • 22.  RE: Jabra Headsets with Genesys desktop App

    Posted 2 hours ago

    We've got a release in the testing pipeline. Unfortunately we haven't been able to reproduce these issues internally -- which is every bit as maddening as it sounds -- but we've added an option to revert to using the legacy Jabra functionality for those who are experiencing issues with the "modern" Jabra SDK. It will be configurable like other such options by users or admins via registry entry. 



    ------------------------------
    Brian Dupuis
    Genesys - Employees - Sr. Director, PureCloud UI
    ------------------------------

    Original Message


  • 23.  RE: Jabra Headsets with Genesys desktop App

    Posted 3 days ago

    Hi Brian,

    Evolve2 65 with the link 390 for Bluetooth certainly has control issues using the 2.48.901.0 and TBH i found the same issues when accessing / answering both acd & non acd calls via Chrome & Edge. Both JabraDirect software, headset and dongle were running the latest firmware updates. We also use the Evolve2 50 (wired) - awaiting headset delivery, so will feedback.

    Regards,



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    neil.jones@awaze.com
    ------------------------------

    Original Message


  • 24.  RE: Jabra Headsets with Genesys desktop App

    Posted 3 days ago

    We experiencing Problems with Jabra Engage 75 with docing station.



    ------------------------------
    Christoph Domaschke
    Produktmanager Kunden-Dialog-Center
    ------------------------------

    Original Message


  • 25.  RE: Jabra Headsets with Genesys desktop App

    Posted 8 hours ago

    Hi Brain,

    We are using Jabra evolve Series headsets, like 20, 30, 50.

    Thanks

    Rajdeep



    ------------------------------
    Datta Rajdeep
    ------------------------------

    Original Message


  • 26.  RE: Jabra Headsets with Genesys desktop App

    Posted 8 days ago

    Hi Harpal,


    In your Network log are there websocket (column) closure errors getting logged that originate from Jabra or Desktop app?  It may be a security policy with Jabra if it's introduced in the new desktop version that didnt get vetted yet.  



    ------------------------------
    Mike John
    IT
    ------------------------------

    Original Message


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