According to the release notes WebHID should be enabled. Thus allowing for the use of the bottons on the headset to be used within the Genesys Cloud webpage.

However I have tested this at the customer site and in the lab and we cannot get this to work.

When I try it with the Genesys Cloud desktop app it works. So that means this has to do with Chrome->WebHID->Genesys Cloud.

Chrome does recognize that an WebHID device is connected but Genesys Cloud does not respond to call pickup or disconnect. (You can see this by clicking on the page URL lock icon.)

Has anyone got this working? We are using Jabra Evolve2 40 and a Jabra Evolve2 65.

Pointers would be appreciated.

According to the release notes WebHID should be enabled. Thus allowing for the use of the bottons on the headset to be used within the Genesys Cloud webpage.

However I have tested this at the customer site and in the lab and we cannot get this to work.

When I try it with the Genesys Cloud desktop app it works. So that means this has to do with Chrome->WebHID->Genesys Cloud.

Chrome does recognize that an WebHID device is connected but Genesys Cloud does not respond to call pickup or disconnect. (You can see this by clicking on the page URL lock icon.)

Has anyone got this working? We are using Jabra Evolve2 40 and a Jabra Evolve2 65.

Pointers would be appreciated.

For those interested: https://community.genesys.com/discussion/webrtc-sdk-headset-library-update#bm72ca6890-e7f7-4e91-8210-a84fe9f8ada2

According to the release notes WebHID should be enabled. Thus allowing for the use of the bottons on the headset to be used within the Genesys Cloud webpage.

However I have tested this at the customer site and in the lab and we cannot get this to work.

When I try it with the Genesys Cloud desktop app it works. So that means this has to do with Chrome->WebHID->Genesys Cloud.

Chrome does recognize that an WebHID device is connected but Genesys Cloud does not respond to call pickup or disconnect. (You can see this by clicking on the page URL lock icon.)

Has anyone got this working? We are using Jabra Evolve2 40 and a Jabra Evolve2 65.

Pointers would be appreciated.

Hi Andrew, Vaun.

I came across your thread yesterday as I too was searching for information to this particular problem
I came across the below Jabra URL, followed the instructions to get my Jabra Evolve 75e to work with my Genesys Cloud and I'm able to answer/pause/hangup via the headset. Note, it looks like Jabra only has integrations with Chrome at the moment, I have emailed Jabra Support to find out if they will support MS Edge browsers too.

I'm not sure if it will be the same outcome for you both, but hopefully it is.

https://www.jabra.com.au/business/for-your-platform/genesys/genesys-purecloud-integration

See "Chrome Web Browser Preparation"

For those interested: https://community.genesys.com/discussion/webrtc-sdk-headset-library-update#bm72ca6890-e7f7-4e91-8210-a84fe9f8ada2

According to the release notes WebHID should be enabled. Thus allowing for the use of the bottons on the headset to be used within the Genesys Cloud webpage.

However I have tested this at the customer site and in the lab and we cannot get this to work.

When I try it with the Genesys Cloud desktop app it works. So that means this has to do with Chrome->WebHID->Genesys Cloud.

Chrome does recognize that an WebHID device is connected but Genesys Cloud does not respond to call pickup or disconnect. (You can see this by clicking on the page URL lock icon.)

Has anyone got this working? We are using Jabra Evolve2 40 and a Jabra Evolve2 65.

Pointers would be appreciated.

Hi Andrew, Vaun.

I came across your thread yesterday as I too was searching for information to this particular problem
I came across the below Jabra URL, followed the instructions to get my Jabra Evolve 75e to work with my Genesys Cloud and I'm able to answer/pause/hangup via the headset. Note, it looks like Jabra only has integrations with Chrome at the moment, I have emailed Jabra Support to find out if they will support MS Edge browsers too.

I'm not sure if it will be the same outcome for you both, but hopefully it is.

https://www.jabra.com.au/business/for-your-platform/genesys/genesys-purecloud-integration

See "Chrome Web Browser Preparation"

For those interested: https://community.genesys.com/discussion/webrtc-sdk-headset-library-update#bm72ca6890-e7f7-4e91-8210-a84fe9f8ada2

According to the release notes WebHID should be enabled. Thus allowing for the use of the bottons on the headset to be used within the Genesys Cloud webpage.

However I have tested this at the customer site and in the lab and we cannot get this to work.

When I try it with the Genesys Cloud desktop app it works. So that means this has to do with Chrome->WebHID->Genesys Cloud.

Chrome does recognize that an WebHID device is connected but Genesys Cloud does not respond to call pickup or disconnect. (You can see this by clicking on the page URL lock icon.)

Has anyone got this working? We are using Jabra Evolve2 40 and a Jabra Evolve2 65.

Pointers would be appreciated.

Not sure if this is of use to this discussion -  but previously both the Desktop app and Chrome browser supported call controls on Jabra headsets (see archive of Resource Center article from November 2022).

Since the 25 March, it seems this Call controls have been removed from the Desktop app and the Resource Center article updated on the same day to now say "desktop app not supported".


So it seems the release of WEBHID has deprecated existing functionality - and this may be why we are now having issues with our Jabra headsets and the desktop application (started on the 25 March - same day as these changes)

There was no mention the Feature Deprecations that this functionality was being removed. If this is the case, just another example poor change and release management by changing/removing functionality without telling customers and hoping they don't notice.

------------------------------
Jeff

Original Message:
Sent: 03-23-2023 19:42
From: Bernard Soh
Subject: WEBHID and Jabra headsets

Hi Andrew, Vaun.

I came across your thread yesterday as I too was searching for information to this particular problem
I came across the below Jabra URL, followed the instructions to get my Jabra Evolve 75e to work with my Genesys Cloud and I'm able to answer/pause/hangup via the headset. Note, it looks like Jabra only has integrations with Chrome at the moment, I have emailed Jabra Support to find out if they will support MS Edge browsers too.

I'm not sure if it will be the same outcome for you both, but hopefully it is.

https://www.jabra.com.au/business/for-your-platform/genesys/genesys-purecloud-integration

See "Chrome Web Browser Preparation"

------------------------------
Bernard Soh
CALLSCAN AUSTRALIA PTY. LTD.

Original Message:
Sent: 03-23-2023 04:00
From: Andrew Lagarde
Subject: WEBHID and Jabra headsets

For those interested: https://community.genesys.com/discussion/webrtc-sdk-headset-library-update#bm72ca6890-e7f7-4e91-8210-a84fe9f8ada2

------------------------------
Andrew Lagarde
KPN B.V.

Original Message:
Sent: 03-21-2023 06:56
From: Andrew Lagarde
Subject: WEBHID and Jabra headsets

According to the release notes WebHID should be enabled. Thus allowing for the use of the bottons on the headset to be used within the Genesys Cloud webpage.

However I have tested this at the customer site and in the lab and we cannot get this to work.

When I try it with the Genesys Cloud desktop app it works. So that means this has to do with Chrome->WebHID->Genesys Cloud.

Chrome does recognize that an WebHID device is connected but Genesys Cloud does not respond to call pickup or disconnect. (You can see this by clicking on the page URL lock icon.)

Has anyone got this working? We are using Jabra Evolve2 40 and a Jabra Evolve2 65.

Pointers would be appreciated.

#Omni-ChannelDesktop/UserInterface

------------------------------
Andrew Lagarde
KPN B.V.
------------------------------

Hello everyone,

To clarify, call control via Jabra headsets is supported in the desktop app and Chrome web app. Recently the Chrome web app was changed to take advantage of the Web HID integration. We will update the referenced resource article to state this correctly.

The Web HID integration is a limited release and will be enabled sequentially in all regions over the next 30 days. It's currently universally enabled in ap-northeast-2  Asia Pacific (Seoul). The rollout can be followed here.

------------------------------
David Van Milligan
Genesys - Employee Sr. Product Manager

Original Message:
Sent: 03-26-2023 21:11
From: Jeff Hoogkamer
Subject: WEBHID and Jabra headsets

Not sure if this is of use to this discussion -  but previously both the Desktop app and Chrome browser supported call controls on Jabra headsets (see archive of Resource Center article from November 2022).

Since the 25 March, it seems this Call controls have been removed from the Desktop app and the Resource Center article updated on the same day to now say "desktop app not supported".


So it seems the release of WEBHID has deprecated existing functionality - and this may be why we are now having issues with our Jabra headsets and the desktop application (started on the 25 March - same day as these changes)

There was no mention the Feature Deprecations that this functionality was being removed. If this is the case, just another example poor change and release management by changing/removing functionality without telling customers and hoping they don't notice.

------------------------------
Jeff

Original Message:
Sent: 03-23-2023 19:42
From: Bernard Soh
Subject: WEBHID and Jabra headsets

Hi Andrew, Vaun.

I came across your thread yesterday as I too was searching for information to this particular problem
I came across the below Jabra URL, followed the instructions to get my Jabra Evolve 75e to work with my Genesys Cloud and I'm able to answer/pause/hangup via the headset. Note, it looks like Jabra only has integrations with Chrome at the moment, I have emailed Jabra Support to find out if they will support MS Edge browsers too.

I'm not sure if it will be the same outcome for you both, but hopefully it is.

https://www.jabra.com.au/business/for-your-platform/genesys/genesys-purecloud-integration

See "Chrome Web Browser Preparation"

------------------------------
Bernard Soh
CALLSCAN AUSTRALIA PTY. LTD.

Original Message:
Sent: 03-23-2023 04:00
From: Andrew Lagarde
Subject: WEBHID and Jabra headsets

For those interested: https://community.genesys.com/discussion/webrtc-sdk-headset-library-update#bm72ca6890-e7f7-4e91-8210-a84fe9f8ada2

------------------------------
Andrew Lagarde
KPN B.V.

Original Message:
Sent: 03-21-2023 06:56
From: Andrew Lagarde
Subject: WEBHID and Jabra headsets

According to the release notes WebHID should be enabled. Thus allowing for the use of the bottons on the headset to be used within the Genesys Cloud webpage.

However I have tested this at the customer site and in the lab and we cannot get this to work.

When I try it with the Genesys Cloud desktop app it works. So that means this has to do with Chrome->WebHID->Genesys Cloud.

Chrome does recognize that an WebHID device is connected but Genesys Cloud does not respond to call pickup or disconnect. (You can see this by clicking on the page URL lock icon.)

Has anyone got this working? We are using Jabra Evolve2 40 and a Jabra Evolve2 65.

Pointers would be appreciated.

#Omni-ChannelDesktop/UserInterface

------------------------------
Andrew Lagarde
KPN B.V.
------------------------------

Good morning all.

@David and @Jeff

Thank you both for your feedback and updates.

Following my original post, I have been able to get my Jabra Evolve 75e Headset Controls to work from within MS Edge.

It was simply just adding the Jabra Chrome Extensions directly into MS Edge as per Step 3 of "Chrome Web Browser Preparation"

https://www.jabra.com.au/business/for-your-platform/genesys/genesys-purecloud-integration

Since then I have posted Feedback to the Resource Centre article requesting if this could be validated and included as it could also provide a workaround until WebHID is fully deployed for all regions?

Hello everyone,

To clarify, call control via Jabra headsets is supported in the desktop app and Chrome web app. Recently the Chrome web app was changed to take advantage of the Web HID integration. We will update the referenced resource article to state this correctly.

The Web HID integration is a limited release and will be enabled sequentially in all regions over the next 30 days. It's currently universally enabled in ap-northeast-2  Asia Pacific (Seoul). The rollout can be followed here.

------------------------------
David Van Milligan
Genesys - Employee Sr. Product Manager

Original Message:
Sent: 03-26-2023 21:11
From: Jeff Hoogkamer
Subject: WEBHID and Jabra headsets

Not sure if this is of use to this discussion -  but previously both the Desktop app and Chrome browser supported call controls on Jabra headsets (see archive of Resource Center article from November 2022).

Since the 25 March, it seems this Call controls have been removed from the Desktop app and the Resource Center article updated on the same day to now say "desktop app not supported".


So it seems the release of WEBHID has deprecated existing functionality - and this may be why we are now having issues with our Jabra headsets and the desktop application (started on the 25 March - same day as these changes)

There was no mention the Feature Deprecations that this functionality was being removed. If this is the case, just another example poor change and release management by changing/removing functionality without telling customers and hoping they don't notice.

------------------------------
Jeff

Original Message:
Sent: 03-23-2023 19:42
From: Bernard Soh
Subject: WEBHID and Jabra headsets

Hi Andrew, Vaun.

I came across your thread yesterday as I too was searching for information to this particular problem
I came across the below Jabra URL, followed the instructions to get my Jabra Evolve 75e to work with my Genesys Cloud and I'm able to answer/pause/hangup via the headset. Note, it looks like Jabra only has integrations with Chrome at the moment, I have emailed Jabra Support to find out if they will support MS Edge browsers too.

I'm not sure if it will be the same outcome for you both, but hopefully it is.

https://www.jabra.com.au/business/for-your-platform/genesys/genesys-purecloud-integration

See "Chrome Web Browser Preparation"

------------------------------
Bernard Soh
CALLSCAN AUSTRALIA PTY. LTD.

Original Message:
Sent: 03-23-2023 04:00
From: Andrew Lagarde
Subject: WEBHID and Jabra headsets

For those interested: https://community.genesys.com/discussion/webrtc-sdk-headset-library-update#bm72ca6890-e7f7-4e91-8210-a84fe9f8ada2

------------------------------
Andrew Lagarde
KPN B.V.

Original Message:
Sent: 03-21-2023 06:56
From: Andrew Lagarde
Subject: WEBHID and Jabra headsets

According to the release notes WebHID should be enabled. Thus allowing for the use of the bottons on the headset to be used within the Genesys Cloud webpage.

However I have tested this at the customer site and in the lab and we cannot get this to work.

When I try it with the Genesys Cloud desktop app it works. So that means this has to do with Chrome->WebHID->Genesys Cloud.

Chrome does recognize that an WebHID device is connected but Genesys Cloud does not respond to call pickup or disconnect. (You can see this by clicking on the page URL lock icon.)

Has anyone got this working? We are using Jabra Evolve2 40 and a Jabra Evolve2 65.

Pointers would be appreciated.

#Omni-ChannelDesktop/UserInterface

------------------------------
Andrew Lagarde
KPN B.V.
------------------------------