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WebRTC SDK / Headset library update

  • 1.  WebRTC SDK / Headset library update

    GENESYS
    Posted 12-16-2022 09:20
    Recently, we announced in release notes https://help.mypurecloud.com/releasenote/december-14-2022/ that we were updating the WebHID technology for Jabra headsets. We had to temporarily turn the feature off while we work out issues encountered with the WebRTC SDK. We anticipate being able to turn it on mid January and will keep this thread updated. Thank you for your patience.
    #Telephony

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    David Van Milligan
    Genesys - Employee Sr. Product Manager
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  • 2.  RE: WebRTC SDK / Headset library update

    Posted 01-30-2023 04:52
    Hi David,

    Is there any indication on when this will be released again? We are at the end of January and my agents faced multiple issues when it was first released.
    I will be unavailable for the next few weeks, so having an idea on when the feature will be live might help me warn our teams about the change.

    Kind Regards,

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    Gerben Duijster
    Becton Dickinson and Company
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    Original Message


  • 3.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 02-01-2023 18:12
    Edited by David Van Milligan 02-01-2023 18:12
    We are targeting mid February to re-enable the WebRTC SDK client libraries.

    Best,

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    David Van Milligan
    Genesys - EmployeesSr. Product Manager
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    Original Message


  • 4.  RE: WebRTC SDK / Headset library update

    Posted 02-02-2023 00:34
    Maybe a dumb question, but will this enable us to finally be able to use headset controls on Bluetooth Jabra headsets?

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    Vaun McCarthy
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    Original Message


  • 5.  RE: WebRTC SDK / Headset library update

    Posted 02-16-2023 02:53

    Is there any update on the timeline for this release?

    Multiple agents in our team are facing continuous Jabra headset issues (one way audio, profiles continuously resetting to default) since the update was first released in December, it seems like their browsers are messed up by the initial configuration and the release being pulled.

    Having this released will make it easier to actually troubleshoot their problems without any future interference of this update.



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    Gerben Duijster
    Becton Dickinson and Company
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    Original Message


  • 6.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 02-16-2023 12:54
    Edited by David Van Milligan 02-17-2023 10:01

    This feature was approved to be re-enabled beginning February 22, during reginal off hours.



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    David Van Milligan
    Genesys - Employees
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    Original Message


  • 7.  RE: WebRTC SDK / Headset library update

    Posted 02-16-2023 15:58

    Hi David

    What does this feature actually add/provide?



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    Vaun McCarthy
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    Original Message


  • 8.  RE: WebRTC SDK / Headset library update

    NEW MEMBER
    Posted 02-17-2023 09:21

    We've encountered a lot of issues of our agents losing connectivity in dropping calls, only can hear out of one side of the headset when they have double.  Then we will go to no one can hear the agent.  We are using Sennheiser brand of headset.  Would this affect us also? 

    Also, is there a preferred brand of headsets to be using in the WebRTC?  Just wondering we just launch our Genesys December 5th.

    Thanks 



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    Joy Shewmake
    Workwear Outfitters
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    Original Message


  • 9.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 02-17-2023 09:41
    Edited by Zach Brettnacher 02-17-2023 09:42

    Hi All,

    David and I are excited to announce that on Feb 22, this will be re-enabled.  Please see note on Jabra headset updates which may re-present a popup for users leveraging this brand.  Thanks again for your patience and support!

    WebHID technology for Jabra headsets Re-enabled

    Genesys Cloud now supports WebHID to install and use Jabra headsets in the Chrome web browser. Genesys Cloud now prompts current Jabra headset users who use the Chrome web browser to use WebHID. Jabra headset users who use the desktop app are not affected. For more information, see Configure a Jabra headset. This feature has no restriction by user or required user to access.  Note - This feature was first announced on December 14.



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    Zach Brettnacher
    Genesys - Employees
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    Original Message


  • 10.  RE: WebRTC SDK / Headset library update

    NEW MEMBER
    Posted 02-17-2023 15:24

    Does this only impact USB (wired) headsets or will it impact Jabra Blu-Tooth as well?



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    Paul Rivers
    Roper St. Francis Healthcare
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    Original Message


  • 11.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 02-17-2023 15:59

    @David Van Milligan - can you help confirm if any updates to Bluetooth compatibility with this update? https://help.mypurecloud.com/articles/configure-a-jabra-headset/



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    Zach Brettnacher
    Genesys - Employees
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    Original Message


  • 12.  RE: WebRTC SDK / Headset library update

    Posted 02-24-2023 08:36

    Since the functionality has been re-enabled my agents using Jabra Engage 65 headsets remain to have the same issues. Most of the times in settings they see their "headset software" is not running, clicking the arrows behind it usually works to get it to running.

    I just checked with one of the agents and had him remove the Jabra Host Listener plugin, that was required before the native support was enabled, but now the headset software will not go back to running at all and the buttons are not functional.

    Is there anything agents that use the USB headsets need to do if they used to work with the Jabra Host Listener plugin, or do we just need to open a care ticket for this?



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    Gerben Duijster
    Becton Dickinson and Company
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    Original Message


  • 13.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 02-24-2023 09:11

    Hello Gerben,

    Please open a care ticket so that we can further diagnose the situation that these agents are reporting. I'm interested in knowing if the agents were presented with the Web HID permission request and, if the browser represents that the permission was granted (right click on the icon circled in blue below). If they have not received the permission request please have them log out and restart the Chrome browser.



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    David Van Milligan
    Genesys - EmployeesSr. Product Manager
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    Original Message


  • 14.  RE: WebRTC SDK / Headset library update

    Posted 02-24-2023 09:55

    Hi David,

    I just checked with the agent and indeed the Jabra is there in the permissions,



    however he also had the Jabra plugin installed again.
    I asked him to remove the Jabra plugin, reset the permissions, clear the cache and logout, login.
    Now he restarted the browser and did not get any permission request, after trying a first call he did get some (mic and location), but the HID request never came.

    I will open a care ticket for this one.



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    Gerben Duijster
    Becton Dickinson and Company
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    Original Message


  • 15.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 02-24-2023 10:36
    Edited by David Van Milligan 02-24-2023 10:51

    Thanks Gerben,

    I will monitor for your care case.

    Note, the agent should only need to grant HID permission once. The permission persists in the browser unless it is manually removed in the window that you shared.



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    David Van Milligan
    Genesys - Employee
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    Original Message