Genesys Cloud - Main

Hi,

I was wondering if anyone else has had issues with the Plantronics Savi wireless headsets (8200 series) when using Genesys Cloud via Salesforce?

What we would ideally like is to have the alerting interaction ring through the computer audio, and then use the headset to hear and speak to the caller.

We have set up the webRTC phone microphone and earphone (in the Salesforce softphone) to select the Savi headset, but when we change the audio on the computer to the computer speaker, then the caller comes through the computer audio as well. When I go back into the webRTC settings, I can see that the earphone has automatically changed to the computer audio (changing the computer audio is somehow automatically changing the earphone settings in the webrtc phone).

We are not using the web application or the desktop app, so cannot make changes here.

Has anyone experienced this issue, or have any ideas on how I can get this to work please?


#Telephony

------------------------------
Katherine Baker
------------------------------

At thsi time the embedded client does not provide a mechanism to separate the alerting tone and the webRTC audio.  I would suggest opening an idea on the ideas portal if this is functionality you are interested in.

------------------------------
Richard Schott
Genesys - Employees
------------------------------

Original Message:
Sent: 11-04-2020 01:40
From: Katherine Baker
Subject: Using Plantronics Savi Headset with Genesys Cloud via Salesforce

Hi,

I was wondering if anyone else has had issues with the Plantronics Savi wireless headsets (8200 series) when using Genesys Cloud via Salesforce?

What we would ideally like is to have the alerting interaction ring through the computer audio, and then use the headset to hear and speak to the caller.

We have set up the webRTC phone microphone and earphone (in the Salesforce softphone) to select the Savi headset, but when we change the audio on the computer to the computer speaker, then the caller comes through the computer audio as well. When I go back into the webRTC settings, I can see that the earphone has automatically changed to the computer audio (changing the computer audio is somehow automatically changing the earphone settings in the webrtc phone).

We are not using the web application or the desktop app, so cannot make changes here.

Has anyone experienced this issue, or have any ideas on how I can get this to work please?


#Telephony

------------------------------
Katherine Baker
------------------------------

Thanks for replying Richard. I will definitely raise that as an idea in the Ideas Portal. I have noticed that the separating of the alerting tone and the webRTC audio through the embedded client does work with some headsets though (e.g. the Plantronics Blackwire 3225 series). Can you confirm that the issue is just with a specific series of Plantronics headsets?

We are also unable to use the pickup button (either on the side of the headset for the Savi wireless 8200 series or the pickup button on the Blackwire 3225 headset which is a button half way down the wire connecting from the headset to the PC). Do you have any ideas as to why the call control buttons don't work with the embedded client, or is there a way I can get these buttons to work?

Thanks

Kath Baker

------------------------------
Katherine Baker
------------------------------

Original Message:
Sent: 11-05-2020 08:30
From: Richard Schott
Subject: Using Plantronics Savi Headset with Genesys Cloud via Salesforce

At thsi time the embedded client does not provide a mechanism to separate the alerting tone and the webRTC audio.  I would suggest opening an idea on the ideas portal if this is functionality you are interested in.

------------------------------
Richard Schott
Genesys - Employees

Original Message:
Sent: 11-04-2020 01:40
From: Katherine Baker
Subject: Using Plantronics Savi Headset with Genesys Cloud via Salesforce

Hi,

I was wondering if anyone else has had issues with the Plantronics Savi wireless headsets (8200 series) when using Genesys Cloud via Salesforce?

What we would ideally like is to have the alerting interaction ring through the computer audio, and then use the headset to hear and speak to the caller.

We have set up the webRTC phone microphone and earphone (in the Salesforce softphone) to select the Savi headset, but when we change the audio on the computer to the computer speaker, then the caller comes through the computer audio as well. When I go back into the webRTC settings, I can see that the earphone has automatically changed to the computer audio (changing the computer audio is somehow automatically changing the earphone settings in the webrtc phone).

We are not using the web application or the desktop app, so cannot make changes here.

Has anyone experienced this issue, or have any ideas on how I can get this to work please?


#Telephony

------------------------------
Katherine Baker
------------------------------

The embedded client doesn't provide a mechanism to split the notification and webRTC audio, or have native support for headset hardware control buttons.  If you've found a configuration where you're able to get a notification out of your PC but retain the webRTC audio out of your headset, then I'm not entirely sure how that's even occurring.  


------------------------------
Richard Schott
Genesys - Employees
------------------------------

Original Message:
Sent: 11-05-2020 20:38
From: Katherine Baker
Subject: Using Plantronics Savi Headset with Genesys Cloud via Salesforce

Thanks for replying Richard. I will definitely raise that as an idea in the Ideas Portal. I have noticed that the separating of the alerting tone and the webRTC audio through the embedded client does work with some headsets though (e.g. the Plantronics Blackwire 3225 series). Can you confirm that the issue is just with a specific series of Plantronics headsets?

We are also unable to use the pickup button (either on the side of the headset for the Savi wireless 8200 series or the pickup button on the Blackwire 3225 headset which is a button half way down the wire connecting from the headset to the PC). Do you have any ideas as to why the call control buttons don't work with the embedded client, or is there a way I can get these buttons to work?

Thanks

Kath Baker

------------------------------
Katherine Baker

Original Message:
Sent: 11-05-2020 08:30
From: Richard Schott
Subject: Using Plantronics Savi Headset with Genesys Cloud via Salesforce

At thsi time the embedded client does not provide a mechanism to separate the alerting tone and the webRTC audio.  I would suggest opening an idea on the ideas portal if this is functionality you are interested in.

------------------------------
Richard Schott
Genesys - Employees

Original Message:
Sent: 11-04-2020 01:40
From: Katherine Baker
Subject: Using Plantronics Savi Headset with Genesys Cloud via Salesforce

Hi,

I was wondering if anyone else has had issues with the Plantronics Savi wireless headsets (8200 series) when using Genesys Cloud via Salesforce?

What we would ideally like is to have the alerting interaction ring through the computer audio, and then use the headset to hear and speak to the caller.

We have set up the webRTC phone microphone and earphone (in the Salesforce softphone) to select the Savi headset, but when we change the audio on the computer to the computer speaker, then the caller comes through the computer audio as well. When I go back into the webRTC settings, I can see that the earphone has automatically changed to the computer audio (changing the computer audio is somehow automatically changing the earphone settings in the webrtc phone).

We are not using the web application or the desktop app, so cannot make changes here.

Has anyone experienced this issue, or have any ideas on how I can get this to work please?


#Telephony

------------------------------
Katherine Baker
------------------------------