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  • 1.  Hold / Retrieve Controls on Plantronics Headset

    Posted 05-27-2021 09:04
    No replies, thread closed.
    Hi All -

    I'm configuring Plantronics PLT Focus (BT-600) headset as per instructions on the Resource Centre (https://help.mypurecloud.com/articles/configure-a-plantronics-headset/) to allow headset controls into Genesys Cloud.

    The instructions imply that the Play / Pause audio button on the Ear Piece show provide Hold / Retrieve capability, but this is not working. All other headset controls are working ok (Answer / Disconnect, Mute / Unmute) as well as 'Sensor' options (Answer, Mute, Unmute).

    However, response from Customer Care was that "play/pause button from the headset is only use for music play and pause or listening through recordings but not for placing on-hold nor retrieve functionality during calls."

    Note I have same issue with the Jabra Biz 2400 (https://help.mypurecloud.com/articles/configure-a-jabra-headset/); Play / Pause buttons are available but do not work as Hold / Retrieve.

    Comments / assistance welcomed!

    Cheers,
    Mal.
    #Ask Me Anything (AMA)
    #Telephony

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    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
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  • 2.  RE: Hold / Retrieve Controls on Plantronics Headset

    Posted 02-24-2023 18:39
    No replies, thread closed.

    @Malcolm Green 

    Did you find a solution to your issue? our agents are complaining about a beeping sound while on consult with internal resource and client is on hold. Have you heard about this issue? also, same experience while doing ACW. Our workaround for now is just to exit the app while we try to find a solution 



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    Vincent Sabolboro
    ATB Financial
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    Original Message


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