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  • 1.  WEBHID and Jabra headsets

    Posted 03-21-2023 06:57

    According to the release notes WebHID should be enabled. Thus allowing for the use of the bottons on the headset to be used within the Genesys Cloud webpage.

    However I have tested this at the customer site and in the lab and we cannot get this to work.

    When I try it with the Genesys Cloud desktop app it works. So that means this has to do with Chrome->WebHID->Genesys Cloud.

    Chrome does recognize that an WebHID device is connected but Genesys Cloud does not respond to call pickup or disconnect. (You can see this by clicking on the page URL lock icon.)

    Has anyone got this working? We are using Jabra Evolve2 40 and a Jabra Evolve2 65.

    Pointers would be appreciated.


    #Omni-ChannelDesktop/UserInterface

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    Andrew Lagarde
    KPN B.V.
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  • 2.  RE: WEBHID and Jabra headsets

    Posted 03-22-2023 17:02

    Hi Andrew

    From what I've gathered the WebHID bit for Chrome was released, removed, released, removed.  So while the release notes show the last release, they don't show that it was pulled back again. They've been re-releasing it region by region at the moment.  I found this out after spending a bit of time and frustration getting to the same point as you :)



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    Vaun McCarthy
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  • 3.  RE: WEBHID and Jabra headsets

    Posted 03-23-2023 04:00

    For those interested: https://community.genesys.com/discussion/webrtc-sdk-headset-library-update#bm72ca6890-e7f7-4e91-8210-a84fe9f8ada2



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    Andrew Lagarde
    KPN B.V.
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  • 4.  RE: WEBHID and Jabra headsets

    Posted 03-23-2023 19:43

    Hi Andrew, Vaun.

    I came across your thread yesterday as I too was searching for information to this particular problem
    I came across the below Jabra URL, followed the instructions to get my Jabra Evolve 75e to work with my Genesys Cloud and I'm able to answer/pause/hangup via the headset. Note, it looks like Jabra only has integrations with Chrome at the moment, I have emailed Jabra Support to find out if they will support MS Edge browsers too.

    I'm not sure if it will be the same outcome for you both, but hopefully it is.

    https://www.jabra.com.au/business/for-your-platform/genesys/genesys-purecloud-integration

    See "Chrome Web Browser Preparation"



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    Bernard Soh
    CALLSCAN AUSTRALIA PTY. LTD.
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  • 5.  RE: WEBHID and Jabra headsets

    Posted 03-24-2023 01:43

    Just an update. 
    Got it working in MS Edge, just need to add the same Jabra Chrome Extension to MS Edge itself.



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    Bernard Soh
    CALLSCAN AUSTRALIA PTY. LTD.
    Technical Specialist
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  • 6.  RE: WEBHID and Jabra headsets

    Posted 03-26-2023 21:11

    Not sure if this is of use to this discussion -  but previously both the Desktop app and Chrome browser supported call controls on Jabra headsets (see archive of Resource Center article from November 2022).

    Since the 25 March, it seems this Call controls have been removed from the Desktop app and the Resource Center article updated on the same day to now say "desktop app not supported".


    So it seems the release of WEBHID has deprecated existing functionality - and this may be why we are now having issues with our Jabra headsets and the desktop application (started on the 25 March - same day as these changes)

    There was no mention the Feature Deprecations that this functionality was being removed. If this is the case, just another example poor change and release management by changing/removing functionality without telling customers and hoping they don't notice.



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    Jeff
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  • 7.  RE: WEBHID and Jabra headsets

    GENESYS
    Posted 03-27-2023 10:33
    Edited by David Van Milligan 03-27-2023 10:33

    Hello everyone,

    To clarify, call control via Jabra headsets is supported in the desktop app and Chrome web app. Recently the Chrome web app was changed to take advantage of the Web HID integration. We will update the referenced resource article to state this correctly.

    The Web HID integration is a limited release and will be enabled sequentially in all regions over the next 30 days. It's currently universally enabled in ap-northeast-2  Asia Pacific (Seoul). The rollout can be followed here.



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    David Van Milligan
    Genesys - Employee Sr. Product Manager
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  • 8.  RE: WEBHID and Jabra headsets

    Posted 03-27-2023 18:08

    Good morning all.

    @David and @Jeff

    Thank you both for your feedback and updates.

    Following my original post, I have been able to get my Jabra Evolve 75e Headset Controls to work from within MS Edge.

    It was simply just adding the Jabra Chrome Extensions directly into MS Edge as per Step 3 of "Chrome Web Browser Preparation"

    https://www.jabra.com.au/business/for-your-platform/genesys/genesys-purecloud-integration

    Since then I have posted Feedback to the Resource Centre article requesting if this could be validated and included as it could also provide a workaround until WebHID is fully deployed for all regions?



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    Bernard Soh
    CALLSCAN AUSTRALIA PTY. LTD.
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  • 9.  RE: WEBHID and Jabra headsets

    GENESYS
    Posted 03-29-2023 10:40

    Thanks for this feedback Bernard, We don't officially support headset call controls in Microsoft Edge but it is something that we are considering.



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    David Van Milligan
    Genesys - EmployeesSr. Product Manager
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