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  • 1.  Who is using a Headset and who is not?

    Posted 12-13-2022 17:15
    No replies, thread closed.
    Is there anything in Genesys that would show if an agent is NOT using a headset? Is there any "proof" that they are not using a headset besides the way it sounds? 
    Thank you
    #Telephony

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    Janelle Lopez
    The Chamberlain Group, Inc.
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  • 2.  RE: Who is using a Headset and who is not?

    Posted 12-14-2022 09:44
    No replies, thread closed.
    Additional information - I was asked to find out if there is a filter to use or any other method to see if an agent was using a headset on the call. We are wondering if there is a filter box to check or some other way to visually note when the agent is on headset, without the need to listen to the interactions. 
    This would be a valuable "nice to have" feature, if it does not exist already. 
    Thank you,

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    Janelle Lopez
    The Chamberlain Group, Inc.
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    Original Message


  • 3.  RE: Who is using a Headset and who is not?

    Posted 12-14-2022 10:06
    Edited by Paul Simpson 12-14-2022 10:23
    No replies, thread closed.
    Headset as opposed to speakers and microphone, you mean?

    I don't think so. The problem is that, AFAIK, the client is just seeing an audio device, it has no way to determine if it's a headset plugged in to the sound card, a USB headset or speakers / mic. There are so many possibilities and names that even if the OS reported the device, you would have a real problem determining which was what.

    (For context, I use a pair of headphones plugged in to my PC and a lapel mic connected via a USB interface. Windows reports this as "Realtek HD Audio 2nd Output" and "Microphone (USB PnP Sound device)". Would this tell you what I was using?)

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    Paul Simpson
    Eventus Solutions Group
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    Original Message


  • 4.  RE: Who is using a Headset and who is not?

    Posted 12-14-2022 10:17
    No replies, thread closed.
    Hello Paul!

    Yes, you understood my question accurately.  I was prepared for the likely event the request was not something that could be discerned with a filter. Your answer has reinforced my initial thoughts, I thank you for your answer and for the context you provided as an example.

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    Janelle Lopez
    The Chamberlain Group, Inc.
    ------------------------------

    Original Message


  • 5.  RE: Who is using a Headset and who is not?

    Posted 12-14-2022 10:24
    No replies, thread closed.
    No problem!

    I'm glad to help, just sorry it wasn't helpful!

    Of course, it's entirely possible that someone has a solution that analyzes the audio in some way and can determine this, but...


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    Paul Simpson
    Eventus Solutions Group
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    Original Message


  • 6.  RE: Who is using a Headset and who is not?

    Posted 12-15-2022 04:08
    No replies, thread closed.
    It would be useful information, but as said it is not available at this time. If it is a major issue for you then you could disable the mic on the laptop.

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    andrew lewis
    Health Management Ltd
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    Original Message


  • 7.  RE: Who is using a Headset and who is not?

    Posted 12-15-2022 08:41
    No replies, thread closed.
    Thank you too, Andrew!  I will make that suggestion and see if it is something we could try.

    ------------------------------
    Janelle Lopez
    The Chamberlain Group, Inc.
    ------------------------------

    Original Message


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