Genesys Cloud - Main

Good afternoon,

We're integrating Genesys Cloud into Salesforce via the CX Connector and are running into a specific issue during testing.

We've lost the ability to use our wireless Jabra headsets to answer or control calls (like mute/hang-up) when using the Genesys softphone embedded in Salesforce.

This is strange because:

• The same Jabra headsets work perfectly with full call control when used directly with the Genesys Cloud web client (outside of Salesforce).
• Audio (speaking and listening) does work fine through the headset when in Salesforce; it's just the physical button controls that are lost.

It really seems to be an interaction issue when Genesys is operating within the Salesforce environment.

Has anyone else encountered this, or can you suggest specific settings or checks within the CX Connector, Salesforce, or browser that might resolve this?

Any guidance would be greatly appreciated!

Hello Dale,

That does seem odd. You may want to reach out to Customer Care to investigate this further. If you do, please let me know what the case number is so that I can monitor the issue as well.

Good afternoon,

We're integrating Genesys Cloud into Salesforce via the CX Connector and are running into a specific issue during testing.

We've lost the ability to use our wireless Jabra headsets to answer or control calls (like mute/hang-up) when using the Genesys softphone embedded in Salesforce.

This is strange because:

• The same Jabra headsets work perfectly with full call control when used directly with the Genesys Cloud web client (outside of Salesforce).
• Audio (speaking and listening) does work fine through the headset when in Salesforce; it's just the physical button controls that are lost.

It really seems to be an interaction issue when Genesys is operating within the Salesforce environment.

Has anyone else encountered this, or can you suggest specific settings or checks within the CX Connector, Salesforce, or browser that might resolve this?

Any guidance would be greatly appreciated!

Hi Jason,

Thanks for the reply! Do you know how I would best each out to them with this question?

I really hoped someone in the community had come across this and it was an easy fix, or something simple I had missed!

------------------------------
Dale Wylie
Unified Communications Engineer

Original Message:
Sent: 05-23-2025 16:54
From: Jason Kleitz
Subject: Jabra Headset Controls Lost in Genesys CX Connector for Salesforce

Hello Dale,

That does seem odd. You may want to reach out to Customer Care to investigate this further. If you do, please let me know what the case number is so that I can monitor the issue as well.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 05-23-2025 07:22
From: Dale Wylie
Subject: Jabra Headset Controls Lost in Genesys CX Connector for Salesforce

Good afternoon,

We're integrating Genesys Cloud into Salesforce via the CX Connector and are running into a specific issue during testing.

We've lost the ability to use our wireless Jabra headsets to answer or control calls (like mute/hang-up) when using the Genesys softphone embedded in Salesforce.

This is strange because:

• The same Jabra headsets work perfectly with full call control when used directly with the Genesys Cloud web client (outside of Salesforce).
• Audio (speaking and listening) does work fine through the headset when in Salesforce; it's just the physical button controls that are lost.

It really seems to be an interaction issue when Genesys is operating within the Salesforce environment.

Has anyone else encountered this, or can you suggest specific settings or checks within the CX Connector, Salesforce, or browser that might resolve this?

Any guidance would be greatly appreciated!

#API/Integrations
#Omni-ChannelDesktop/UserInterface
#Telephony
#Unsure/Other

------------------------------
Dale Wylie
Telecommunications Analyst
------------------------------

my suggestion would be to collect:

• console logs
• network logs
• video of the SF webpage and widget loading, initialisation
• prtscr of the webpage padlock details ( padlock to the left of the salesforce website link ) for permissions
• prtscr of the webpage padlock details ( padlock to the left of the salesforce website link ) for cookies and site data
• prtscr of the right side of the salesforce website link, if there are any notifications, like blocked access to anything

------------------------------
Peter Sandor
Contact Center Senior System Engineer

Original Message:
Sent: 05-28-2025 09:30
From: Dale Wylie
Subject: Jabra Headset Controls Lost in Genesys CX Connector for Salesforce

Hi Jason,

Thanks for the reply! Do you know how I would best each out to them with this question?

I really hoped someone in the community had come across this and it was an easy fix, or something simple I had missed!

------------------------------
Dale Wylie
Unified Communications Engineer

Original Message:
Sent: 05-23-2025 16:54
From: Jason Kleitz
Subject: Jabra Headset Controls Lost in Genesys CX Connector for Salesforce

Hello Dale,

That does seem odd. You may want to reach out to Customer Care to investigate this further. If you do, please let me know what the case number is so that I can monitor the issue as well.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 05-23-2025 07:22
From: Dale Wylie
Subject: Jabra Headset Controls Lost in Genesys CX Connector for Salesforce

Good afternoon,

We're integrating Genesys Cloud into Salesforce via the CX Connector and are running into a specific issue during testing.

We've lost the ability to use our wireless Jabra headsets to answer or control calls (like mute/hang-up) when using the Genesys softphone embedded in Salesforce.

This is strange because:

• The same Jabra headsets work perfectly with full call control when used directly with the Genesys Cloud web client (outside of Salesforce).
• Audio (speaking and listening) does work fine through the headset when in Salesforce; it's just the physical button controls that are lost.

It really seems to be an interaction issue when Genesys is operating within the Salesforce environment.

Has anyone else encountered this, or can you suggest specific settings or checks within the CX Connector, Salesforce, or browser that might resolve this?

Any guidance would be greatly appreciated!

#API/Integrations
#Omni-ChannelDesktop/UserInterface
#Telephony
#Unsure/Other

------------------------------
Dale Wylie
Telecommunications Analyst
------------------------------

Thank you for the reply!

I honestly am starting to think it is not a fault, but a short coming.

I can see on the Salesforce AppExchange that there is a Jabra App to enhance functionality for headset including call controls but it seems geared at Amazon. Pre-requisite is that your Salesforce org has the Amazon Connect CTI Adapter AppExchange app installed and setup
(namespace "amazonconnect")

Jabra App: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000Gx2RzUAJ&tab=e

So I am thinking either Genesys need to to something with the CX Connector, or there needs to be some form of dev to make the Jabra App work?

I surely cannot be the only one who's come across this?

my suggestion would be to collect:

• console logs
• network logs
• video of the SF webpage and widget loading, initialisation
• prtscr of the webpage padlock details ( padlock to the left of the salesforce website link ) for permissions
• prtscr of the webpage padlock details ( padlock to the left of the salesforce website link ) for cookies and site data
• prtscr of the right side of the salesforce website link, if there are any notifications, like blocked access to anything

------------------------------
Peter Sandor
Contact Center Senior System Engineer

Original Message:
Sent: 05-28-2025 09:30
From: Dale Wylie
Subject: Jabra Headset Controls Lost in Genesys CX Connector for Salesforce

Hi Jason,

Thanks for the reply! Do you know how I would best each out to them with this question?

I really hoped someone in the community had come across this and it was an easy fix, or something simple I had missed!

------------------------------
Dale Wylie
Unified Communications Engineer

Original Message:
Sent: 05-23-2025 16:54
From: Jason Kleitz
Subject: Jabra Headset Controls Lost in Genesys CX Connector for Salesforce

Hello Dale,

That does seem odd. You may want to reach out to Customer Care to investigate this further. If you do, please let me know what the case number is so that I can monitor the issue as well.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 05-23-2025 07:22
From: Dale Wylie
Subject: Jabra Headset Controls Lost in Genesys CX Connector for Salesforce

Good afternoon,

We're integrating Genesys Cloud into Salesforce via the CX Connector and are running into a specific issue during testing.

We've lost the ability to use our wireless Jabra headsets to answer or control calls (like mute/hang-up) when using the Genesys softphone embedded in Salesforce.

This is strange because:

• The same Jabra headsets work perfectly with full call control when used directly with the Genesys Cloud web client (outside of Salesforce).
• Audio (speaking and listening) does work fine through the headset when in Salesforce; it's just the physical button controls that are lost.

It really seems to be an interaction issue when Genesys is operating within the Salesforce environment.

Has anyone else encountered this, or can you suggest specific settings or checks within the CX Connector, Salesforce, or browser that might resolve this?

Any guidance would be greatly appreciated!

#API/Integrations
#Omni-ChannelDesktop/UserInterface
#Telephony
#Unsure/Other

------------------------------
Dale Wylie
Telecommunications Analyst
------------------------------

It is indeed a shortcomming. Have a look at this idea - https://genesyscloud.ideas.aha.io/ideas/OPCRM-I-181?utm_source=idea_mailer&utm_medium=email&utm_campaign=submitted_idea

Thank you for the reply!

I honestly am starting to think it is not a fault, but a short coming.

I can see on the Salesforce AppExchange that there is a Jabra App to enhance functionality for headset including call controls but it seems geared at Amazon. Pre-requisite is that your Salesforce org has the Amazon Connect CTI Adapter AppExchange app installed and setup
(namespace "amazonconnect")

Jabra App: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000Gx2RzUAJ&tab=e

So I am thinking either Genesys need to to something with the CX Connector, or there needs to be some form of dev to make the Jabra App work?

I surely cannot be the only one who's come across this?

my suggestion would be to collect:

• console logs
• network logs
• video of the SF webpage and widget loading, initialisation
• prtscr of the webpage padlock details ( padlock to the left of the salesforce website link ) for permissions
• prtscr of the webpage padlock details ( padlock to the left of the salesforce website link ) for cookies and site data
• prtscr of the right side of the salesforce website link, if there are any notifications, like blocked access to anything

------------------------------
Peter Sandor
Contact Center Senior System Engineer

Original Message:
Sent: 05-28-2025 09:30
From: Dale Wylie
Subject: Jabra Headset Controls Lost in Genesys CX Connector for Salesforce

Hi Jason,

Thanks for the reply! Do you know how I would best each out to them with this question?

I really hoped someone in the community had come across this and it was an easy fix, or something simple I had missed!

------------------------------
Dale Wylie
Unified Communications Engineer

Original Message:
Sent: 05-23-2025 16:54
From: Jason Kleitz
Subject: Jabra Headset Controls Lost in Genesys CX Connector for Salesforce

Hello Dale,

That does seem odd. You may want to reach out to Customer Care to investigate this further. If you do, please let me know what the case number is so that I can monitor the issue as well.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 05-23-2025 07:22
From: Dale Wylie
Subject: Jabra Headset Controls Lost in Genesys CX Connector for Salesforce

Good afternoon,

We're integrating Genesys Cloud into Salesforce via the CX Connector and are running into a specific issue during testing.

We've lost the ability to use our wireless Jabra headsets to answer or control calls (like mute/hang-up) when using the Genesys softphone embedded in Salesforce.

This is strange because:

• The same Jabra headsets work perfectly with full call control when used directly with the Genesys Cloud web client (outside of Salesforce).
• Audio (speaking and listening) does work fine through the headset when in Salesforce; it's just the physical button controls that are lost.

It really seems to be an interaction issue when Genesys is operating within the Salesforce environment.

Has anyone else encountered this, or can you suggest specific settings or checks within the CX Connector, Salesforce, or browser that might resolve this?

Any guidance would be greatly appreciated!

#API/Integrations
#Omni-ChannelDesktop/UserInterface
#Telephony
#Unsure/Other

------------------------------
Dale Wylie
Telecommunications Analyst
------------------------------

Thank you, Jens for the confirmation!

Ive been on a wild goose chase for a little while now and posting here was my last resort. It is a massive shame and it's quite disappointing to find that my suspicions were true. I really hope this idea is picked up and soon because this is a draw back on what was sold to us as a great all singing and dancing feature!

It is indeed a shortcomming. Have a look at this idea - https://genesyscloud.ideas.aha.io/ideas/OPCRM-I-181?utm_source=idea_mailer&utm_medium=email&utm_campaign=submitted_idea

Thank you for the reply!

I honestly am starting to think it is not a fault, but a short coming.

I can see on the Salesforce AppExchange that there is a Jabra App to enhance functionality for headset including call controls but it seems geared at Amazon. Pre-requisite is that your Salesforce org has the Amazon Connect CTI Adapter AppExchange app installed and setup
(namespace "amazonconnect")

Jabra App: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000Gx2RzUAJ&tab=e

So I am thinking either Genesys need to to something with the CX Connector, or there needs to be some form of dev to make the Jabra App work?

I surely cannot be the only one who's come across this?

my suggestion would be to collect:

• console logs
• network logs
• video of the SF webpage and widget loading, initialisation
• prtscr of the webpage padlock details ( padlock to the left of the salesforce website link ) for permissions
• prtscr of the webpage padlock details ( padlock to the left of the salesforce website link ) for cookies and site data
• prtscr of the right side of the salesforce website link, if there are any notifications, like blocked access to anything

------------------------------
Peter Sandor
Contact Center Senior System Engineer

Original Message:
Sent: 05-28-2025 09:30
From: Dale Wylie
Subject: Jabra Headset Controls Lost in Genesys CX Connector for Salesforce

Hi Jason,

Thanks for the reply! Do you know how I would best each out to them with this question?

I really hoped someone in the community had come across this and it was an easy fix, or something simple I had missed!

------------------------------
Dale Wylie
Unified Communications Engineer

Original Message:
Sent: 05-23-2025 16:54
From: Jason Kleitz
Subject: Jabra Headset Controls Lost in Genesys CX Connector for Salesforce

Hello Dale,

That does seem odd. You may want to reach out to Customer Care to investigate this further. If you do, please let me know what the case number is so that I can monitor the issue as well.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 05-23-2025 07:22
From: Dale Wylie
Subject: Jabra Headset Controls Lost in Genesys CX Connector for Salesforce

Good afternoon,

We're integrating Genesys Cloud into Salesforce via the CX Connector and are running into a specific issue during testing.

We've lost the ability to use our wireless Jabra headsets to answer or control calls (like mute/hang-up) when using the Genesys softphone embedded in Salesforce.

This is strange because:

• The same Jabra headsets work perfectly with full call control when used directly with the Genesys Cloud web client (outside of Salesforce).
• Audio (speaking and listening) does work fine through the headset when in Salesforce; it's just the physical button controls that are lost.

It really seems to be an interaction issue when Genesys is operating within the Salesforce environment.

Has anyone else encountered this, or can you suggest specific settings or checks within the CX Connector, Salesforce, or browser that might resolve this?

Any guidance would be greatly appreciated!

#API/Integrations
#Omni-ChannelDesktop/UserInterface
#Telephony
#Unsure/Other

------------------------------
Dale Wylie
Telecommunications Analyst
------------------------------