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WebRTC SDK / Headset library update

  • 1.  WebRTC SDK / Headset library update

    GENESYS
    Posted 12-16-2022 09:20
    Recently, we announced in release notes https://help.mypurecloud.com/releasenote/december-14-2022/ that we were updating the WebHID technology for Jabra headsets. We had to temporarily turn the feature off while we work out issues encountered with the WebRTC SDK. We anticipate being able to turn it on mid January and will keep this thread updated. Thank you for your patience.
    #Telephony

    ------------------------------
    David Van Milligan
    Genesys - Employee Sr. Product Manager
    ------------------------------


  • 2.  RE: WebRTC SDK / Headset library update

    Posted 01-30-2023 04:52
    Hi David,

    Is there any indication on when this will be released again? We are at the end of January and my agents faced multiple issues when it was first released.
    I will be unavailable for the next few weeks, so having an idea on when the feature will be live might help me warn our teams about the change.

    Kind Regards,

    ------------------------------
    Gerben Duijster
    Becton Dickinson and Company
    ------------------------------



  • 3.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 02-01-2023 18:12
    Edited by David Van Milligan 02-01-2023 18:12
    We are targeting mid February to re-enable the WebRTC SDK client libraries.

    Best,

    ------------------------------
    David Van Milligan
    Genesys - EmployeesSr. Product Manager
    ------------------------------



  • 4.  RE: WebRTC SDK / Headset library update

    Posted 02-02-2023 00:34
    Maybe a dumb question, but will this enable us to finally be able to use headset controls on Bluetooth Jabra headsets?

    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 5.  RE: WebRTC SDK / Headset library update

    Posted 02-16-2023 02:53

    Is there any update on the timeline for this release?

    Multiple agents in our team are facing continuous Jabra headset issues (one way audio, profiles continuously resetting to default) since the update was first released in December, it seems like their browsers are messed up by the initial configuration and the release being pulled.

    Having this released will make it easier to actually troubleshoot their problems without any future interference of this update.



    ------------------------------
    Gerben Duijster
    Becton Dickinson and Company
    ------------------------------



  • 6.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 02-16-2023 12:54
    Edited by David Van Milligan 02-17-2023 10:01

    This feature was approved to be re-enabled beginning February 22, during reginal off hours.



    ------------------------------
    David Van Milligan
    Genesys - Employees
    ------------------------------



  • 7.  RE: WebRTC SDK / Headset library update

    Posted 02-16-2023 15:58

    Hi David

    What does this feature actually add/provide?



    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 8.  RE: WebRTC SDK / Headset library update

    Posted 07-24-2023 00:37

    Is this still enabled for the APAC region and has anyone confirmed if it's still supported on Windows 11?



    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 9.  RE: WebRTC SDK / Headset library update

    Posted 02-17-2023 09:21

    We've encountered a lot of issues of our agents losing connectivity in dropping calls, only can hear out of one side of the headset when they have double.  Then we will go to no one can hear the agent.  We are using Sennheiser brand of headset.  Would this affect us also? 

    Also, is there a preferred brand of headsets to be using in the WebRTC?  Just wondering we just launch our Genesys December 5th.

    Thanks 



    ------------------------------
    Joy Shewmake
    Workwear Outfitters
    ------------------------------



  • 10.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 02-17-2023 09:41
    Edited by Zach Brettnacher 02-17-2023 09:42

    Hi All,

    David and I are excited to announce that on Feb 22, this will be re-enabled.  Please see note on Jabra headset updates which may re-present a popup for users leveraging this brand.  Thanks again for your patience and support!

    WebHID technology for Jabra headsets Re-enabled

    Genesys Cloud now supports WebHID to install and use Jabra headsets in the Chrome web browser. Genesys Cloud now prompts current Jabra headset users who use the Chrome web browser to use WebHID. Jabra headset users who use the desktop app are not affected. For more information, see Configure a Jabra headset. This feature has no restriction by user or required user to access.  Note - This feature was first announced on December 14.



    ------------------------------
    Zach Brettnacher
    Genesys - Employees
    ------------------------------



  • 11.  RE: WebRTC SDK / Headset library update

    Posted 02-17-2023 15:24

    Does this only impact USB (wired) headsets or will it impact Jabra Blu-Tooth as well?



    ------------------------------
    Paul Rivers
    Roper St. Francis Healthcare
    ------------------------------



  • 12.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 02-17-2023 15:59

    @David Van Milligan - can you help confirm if any updates to Bluetooth compatibility with this update? https://help.mypurecloud.com/articles/configure-a-jabra-headset/



    ------------------------------
    Zach Brettnacher
    Genesys - Employees
    ------------------------------



  • 13.  RE: WebRTC SDK / Headset library update

    Posted 02-24-2023 08:36

    Since the functionality has been re-enabled my agents using Jabra Engage 65 headsets remain to have the same issues. Most of the times in settings they see their "headset software" is not running, clicking the arrows behind it usually works to get it to running.

    I just checked with one of the agents and had him remove the Jabra Host Listener plugin, that was required before the native support was enabled, but now the headset software will not go back to running at all and the buttons are not functional.

    Is there anything agents that use the USB headsets need to do if they used to work with the Jabra Host Listener plugin, or do we just need to open a care ticket for this?



    ------------------------------
    Gerben Duijster
    Becton Dickinson and Company
    ------------------------------



  • 14.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 02-24-2023 09:11

    Hello Gerben,

    Please open a care ticket so that we can further diagnose the situation that these agents are reporting. I'm interested in knowing if the agents were presented with the Web HID permission request and, if the browser represents that the permission was granted (right click on the icon circled in blue below). If they have not received the permission request please have them log out and restart the Chrome browser.



    ------------------------------
    David Van Milligan
    Genesys - EmployeesSr. Product Manager
    ------------------------------



  • 15.  RE: WebRTC SDK / Headset library update

    Posted 02-24-2023 09:55

    Hi David,

    I just checked with the agent and indeed the Jabra is there in the permissions,



    however he also had the Jabra plugin installed again.
    I asked him to remove the Jabra plugin, reset the permissions, clear the cache and logout, login.
    Now he restarted the browser and did not get any permission request, after trying a first call he did get some (mic and location), but the HID request never came.

    I will open a care ticket for this one.



    ------------------------------
    Gerben Duijster
    Becton Dickinson and Company
    ------------------------------



  • 16.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 02-24-2023 10:36
    Edited by David Van Milligan 02-24-2023 10:51

    Thanks Gerben,

    I will monitor for your care case.

    Note, the agent should only need to grant HID permission once. The permission persists in the browser unless it is manually removed in the window that you shared.



    ------------------------------
    David Van Milligan
    Genesys - Employee
    ------------------------------



  • 17.  RE: WebRTC SDK / Headset library update

    Posted 03-06-2023 06:14

    Hi David,

    The latest response from Care was that this feature has been pulled back again on March 1st, can you confirm this and if there is a chance this will released again?



    ------------------------------
    Gerben Duijster
    Becton Dickinson and Company
    ------------------------------



  • 18.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 02-24-2023 09:16

    Hi Paul,

    According to Jabra if you are using a USB BT dongle (such as Jabra Link) and pairing it with a BT headset, then WebHID should provide call control capabilities. 

     

    The current limitation is with BT headsets directly paired with the OS.



    ------------------------------
    David Van Milligan
    Genesys - EmployeesSr. Product Manager
    ------------------------------



  • 19.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 03-15-2023 10:56
    Edited by David Van Milligan 03-29-2023 09:00

    We will begin enabling the feature in limited regions in the coming weeks. Those interested in using the new WebRTC SDK today can request enablement from your channel manager. 



    ------------------------------
    David Van Milligan
    Genesys - EmployeesSr. Product Manager
    ------------------------------



  • 20.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 03-22-2023 08:48
    Edited by David Van Milligan 03-29-2023 08:59

    The WebRTC SDK feature set has been enabled in Seoul. 



    ------------------------------
    David Van Milligan
    Genesys - Employee Sr. Product Manager
    ------------------------------



  • 21.  RE: WebRTC SDK / Headset library update

    Posted 03-22-2023 17:04

    @Andrew Lagarde 



    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 22.  RE: WebRTC SDK / Headset library update

    Posted 03-22-2023 17:05

    HI David, when is APAC scheduled to get this back again please?



    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 23.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 03-29-2023 09:27

    Hi Vaun, We plan to enable the feature for all remaining regions within the next month. APAC is the next targeted region. I'll provide an update here when a date is scheduled.



    ------------------------------
    David Van Milligan
    Genesys - EmployeesSr. Product Manager
    ------------------------------



  • 24.  RE: WebRTC SDK / Headset library update

    Posted 03-23-2023 03:51

    David is this enabled for the Frankfurt region? Because it is stated in the release notes but here I see you talking about BETA. I never saw anything stating it would only be BETA. 

    Anyway we tested this and it does not work in any shape or form with the Genesys Cloud webpage.



    ------------------------------
    Andrew Lagarde
    KPN B.V.
    ------------------------------



  • 25.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 03-29-2023 09:33

    It is not currently enabled in Frankfurt. We are targeting the EU region after APAC, likely 2-3 weeks.

    The feature was available as a beta prior to limited release. We are enabling it sequentially in all regions over the next month or, at request of eligible organizations. 



    ------------------------------
    David Van Milligan
    Genesys - EmployeesSr. Product Manager
    ------------------------------



  • 26.  RE: WebRTC SDK / Headset library update

    Posted 04-14-2023 09:36

    Good day,

    How are releases being announced?
    Will the release notes page be updated?
    We have an NA client hoping to use the Jabra controls.

    Thank you,



    ------------------------------
    Hans Ashmun
    TTEC Digital, LLC fka Avtex Solutions, LLC
    ------------------------------



  • 27.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 04-14-2023 10:18

    Hi Hans,

    The release of this feature will be announced in this thread. We are currently waiting for media tier version 12378 to saturate all regions before proceeding with the next region. The goal is to resume enablement in APAC in the last week of April. Targeting mid May for enablement in North America.




    ------------------------------
    David Van Milligan
    Genesys - EmployeesSr. Product Manager
    ------------------------------



  • 28.  RE: WebRTC SDK / Headset library update

    Posted 04-14-2023 12:56

    Hi David,

    Thank you for that detail!
    https://help.mypurecloud.com/articles/genesys-cloud-requirements/
    Would you be able to clarify the browser requirements in the above article.
    It states for Chrome that they need major release or on version previous.
    So if the Major release was 4/4/23 v2 for example, until the next major release, they only need v2 or one previous even if newer versions have released?
    Apologies for any confusion on my end and thanks in advance!

    Thank you,





    ------------------------------
    Hans Ashmun
    TTEC Digital, LLC fka Avtex Solutions, LLC
    ------------------------------



  • 29.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 04-14-2023 14:50

    Hi Hans,

    I'll give you a concrete example from right now. The latest stable release of Chrome Browser is version 112 which went stable officially on 4/4. Therefore, officially Genesys supports Chrome 112 and 111. Chromium 113 is scheduled to be officially released to the stable channel on 5/2. At that point the officially supported versions of Chrome will be 113 and 112.

    Hope this clarifies.



    ------------------------------
    Brian Dupuis
    Genesys - Employees - Sr. Director, PureCloud UI
    ------------------------------



  • 30.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 05-03-2023 08:38
    Edited by David Van Milligan 05-03-2023 12:06

    The WebRTC SDK feature rollout is planned to begin in APAC regions beginning 5/15.



    ------------------------------
    David Van Milligan
    Genesys - Employees Sr. Product Manager
    ------------------------------



  • 31.  RE: WebRTC SDK / Headset library update

    Posted 04-20-2023 10:21

    Hi,
    What situation with Frankfurt?



    ------------------------------
    Arunas Kulys
    Baltnetos Komunikacijos UAB
    ------------------------------



  • 32.  RE: WebRTC SDK / Headset library update

    Posted 04-25-2023 02:49

    I have tested it today but it seems like it has not been activated for Frankfurt yet. Any idea if it is fully implemented?



    ------------------------------
    Andrew Lagarde
    KPN B.V.
    ------------------------------



  • 33.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 04-26-2023 17:59

    Hi Andrew,

    Enablement of the WebRTC SDK / headset library update will begin on 4/30 in the APAC region. Subsequent regions will receive the feature mid May. 



    ------------------------------
    David Van Milligan
    Genesys - Employees Sr. Product Manager
    ------------------------------



  • 34.  RE: WebRTC SDK / Headset library update

    Posted 05-12-2023 05:56

    Hi,

    Now it is coming Mid May. What is the status?
    I have customer in Frankfurt region, that just went to deployment. I do not have a clear idea, what to instruct on this.
    Not good to instruct the old way, if the WebHID is just coming. But if it is all the time delayed, then need to discuss this more.



    ------------------------------
    Kimmo Peltonen
    Advania Finland Oy
    ------------------------------



  • 35.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 05-15-2023 08:56

    Hi Kimmo,

    The current plan is to enable the feature for APAC 5/16 and EMEA on 5/22. 

    Regards,



    ------------------------------
    David Van Milligan
    Genesys - Employees Sr. Product Manager
    ------------------------------



  • 36.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 05-17-2023 09:00
    Edited by David Van Milligan 05-17-2023 12:48

    The feature is scheduled for enablement in APAC and EMEA beginning on 5/22, pending a web directory update.



    ------------------------------
    David Van Milligan
    Genesys - Employees Sr. Product Manager
    ------------------------------



  • 37.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 05-22-2023 16:00

    The required web directory update was postponed pending ongoing QA validation. As a result enablement of the WebRTC SDK has been delayed until further notice. 



    ------------------------------
    David Van Milligan
    Genesys - Employees Sr. Product Manager
    ------------------------------



  • 38.  RE: WebRTC SDK / Headset library update

    Posted 05-22-2023 16:09

    Hi David

    You say "web directory update" here but does this mean the WebHID support piece wasn't pushed to APAC as expected?



    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 39.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 05-22-2023 16:22

    That's correct, a web directory update is the prerequisite for WebRTC SDK and WebHID support piece.



    ------------------------------
    David Van Milligan
    Genesys - Employees Sr. Product Manager
    ------------------------------



  • 40.  RE: WebRTC SDK / Headset library update

    Posted 05-22-2023 16:30

    That's unfortunate as I was hoping for this for a go-live that's pending.  Any closer ETA than "until further notice"?



    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 41.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 05-23-2023 09:30

    Hi Vaun, Optimistically in the next 1-2 weeks. I'll post an update here when I have a targeted date.



    ------------------------------
    David Van Milligan
    Genesys - Employees Sr. Product Manager
    ------------------------------



  • 42.  RE: WebRTC SDK / Headset library update

    Posted 05-23-2023 09:47

    Hi David,
    It was opened case for Jabra related issue and I got notification from Care that it was activated early access to feature for our customer Org ID 6c70c72a-ea09-4c34-a9c8-d7240d24f837 on Frankfurt location.

    Could you please to check is it correct, is it still activated since I am confused what I can expect on customer instance?



    ------------------------------
    Arunas Kulys
    Baltnetos Komunikacijos UAB
    ------------------------------



  • 43.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 05-23-2023 10:05

    Hi Arunas, 
    I confirmed the org you provided does have the feature enabled. You can verify that the SDK is in use by opening a browsers dev tools and run the follwing command in the console Orgspan.serviceFor('webrtcSdk').get('useSdk') it will return true.



    ------------------------------
    David Van Milligan
    Genesys - Employees Sr. Product Manager
    ------------------------------



  • 44.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 05-24-2023 12:17
    The required web-directory update has been released globally. WebRTC SDK enablement will resume this evening, beginning in APAC. The remaining regions will be enabled in the next 1-2 weeks.


    David Van Milligan

    Sr. Product Manager, Genesys Cloud


    O 317.957.1402

    david.vanmilligan@genesys.com

    @David01110110






  • 45.  RE: WebRTC SDK / Headset library update

    Posted 05-26-2023 01:35

    Hi David,

    What is the ETA for Frankfurt?
    Hopefully next week.

    Br. Kimmo



    ------------------------------
    Kimmo Peltonen
    Advania Finland Oy
    ------------------------------



  • 46.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 05-26-2023 18:12

    Hi Kimmo, The goal is to begin the rollout for Frankfurt next week however regional holidays may push it into early June.



    ------------------------------
    David Van Milligan
    Genesys - Employees Sr. Product Manager
    ------------------------------



  • 47.  RE: WebRTC SDK / Headset library update

    Posted 06-01-2023 03:29

    Hi David,

    Any update to Frankfurt timeline?



    ------------------------------
    Kimmo Peltonen
    Advania Finland Oy
    ------------------------------



  • 48.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 06-05-2023 14:24

    Hello @Kimmo Peltonen

    We are investigating the impact seen by some customers with specific headsets.  At this time we don't have a rollout scheduled.  We will announce as we get closer to redeploying and activating.



    ------------------------------
    Alan Lanteigne
    Genesys - Employees
    ------------------------------



  • 49.  RE: WebRTC SDK / Headset library update

    Posted 05-30-2023 05:23

    Hi David,

    Was the WebRTC SDK update made over the weekend for EU2 (London). Last time this was done, we had multiple orgs experience WebRTC issues and Genesys rolled it back.  Now this morning the same orgs are experiencing the same issue.  Already raised with Care. 



    ------------------------------
    Braiden Woodward
    Kerv Experience Limited
    ------------------------------



  • 50.  RE: WebRTC SDK / Headset library update

    Posted 05-30-2023 08:34

    Hi, we are on Frankfurt and today we experienced also since a few hours an issue with our headsets and Genesys desktop/web Clients, we are using poly encore pro 525 USB, and seems that for some users not everyone, after a call the headset goes crazy and in the controller of the headset you see the mic light flashing along the teams ligh, they can still do calls and receive but when they are not in a call they get a double beeping sound, like if they had a call on hold each like 15-20 seconds.

    Only way i found to turn it off was to reboot the PC.

    Do this has something to do with this update?



    ------------------------------
    Hernani Ferrando
    [EBTS Pro Assist N.V]
    ------------------------------



  • 51.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 06-06-2023 16:46

    Hi David, 

    Has this been implemented for US west2 region? 



    ------------------------------
    Leoliza Infante
    Genesys - Employees
    ------------------------------



  • 52.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 06-06-2023 17:29

    Hi Leoliza,

    Not at this time. We are investigating a change in behavior with some headset models. An updated eta will be provided when a resolution is made.



    ------------------------------
    David Van Milligan
    Genesys - Employees Sr. Product Manager
    ------------------------------



  • 53.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 06-06-2023 18:17

    Anyone that is interested in beta testing the WebRTC SDK feature prior to regional enablement can request early access from your Genesys channel manager. Note, until further investigation determines a root cause, it is not recommended to use the feature with WebRTC persistent connections enabled.



    ------------------------------
    David Van Milligan
    Genesys - Employees Sr. Product Manager
    ------------------------------



  • 54.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 06-12-2023 14:17

    We are targeting the second week of July to resume enablement of the SDK. 



    ------------------------------
    David Van Milligan
    Genesys - Employees Sr. Product Manager
    ------------------------------



  • 55.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 07-11-2023 18:34

    Additional time is needed before the feature can be globally enabled, targeting early August. 



    ------------------------------
    David Van Milligan
    Genesys - Employees Sr. Product Manager
    ------------------------------



  • 56.  RE: WebRTC SDK / Headset library update

    Posted 07-20-2023 19:24

    Can you confirm if "Globally" will include US East 2 FedRAMP when deployed?



    ------------------------------
    Angel Bingham
    Lumen Technologies
    ------------------------------



  • 57.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 07-01-2023 11:20

    Hi @David Van Milligan ,

    Is there any servops ticket related to this topic?



    ------------------------------
    Leoliza Infante
    Genesys - Employees
    ------------------------------



  • 58.  RE: WebRTC SDK / Headset library update

    Posted 03-26-2023 21:20

    Hi @David Van Milligan ,

    Can you confirm if the delayed releases of the WebHID functionality that are finally rolling out now has deprecated the functionality of being able to use Call Controls with Jabra headsets in the desktop application?

    Prior to this change - 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".


    We also started having issues with our Jabra headsets and the desktop application starting on the 25 March - which seems a little too coincidental.

    If this was an intended feature deprecation - why was there no mention the Feature Deprecations that this functionality was being removed? 



    ------------------------------
    Jeff
    ------------------------------



  • 59.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 03-29-2023 09:41

    Hi @Jeff Hoogkamer , The rollback of the Web HID integration does not impact the original desktop or chrome listener/extension integration. The desktop app will retain the original integration after the Web HID feature is globally released. Web HID is currently not compatible with the desktop app.

    If your users are still experiencing issues with the desktop application please open a care ticket.



    ------------------------------
    David Van Milligan
    Genesys - EmployeesSr. Product Manager
    ------------------------------



  • 60.  RE: WebRTC SDK / Headset library update

    Posted 08-21-2023 04:03

    Hi David,

    Starting  from 17th of August, we started to get incidents that phone keeps ringing for agents using Jabra Headset and when we connected with them we noticed that they have this additional permissions required pop up coming : 

    And they have this icon appeared on their Genesys Page:

    When I checked Genesys page all the steps that we done was exactly same as this: Configure a Jabra headset - Genesys Cloud Resource Center (mypurecloud.com) is it possible that webHID feature is already released?



    ------------------------------
    Buse Gormez
    Cooperatieve Rabobank U.A.
    ------------------------------



  • 61.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 08-21-2023 09:00
    Edited by David Van Milligan 08-21-2023 14:37

    Hello Buse,

    The Jabra Web HID integration is in the process of rolling out to all aws regions, see below for tentative schedule. Please open a care case if your agents are experiencing any issues with the new configuration.



    ------------------------------
    David Van Milligan
    Genesys - Employees Sr. Product Manager
    ------------------------------



  • 62.  RE: WebRTC SDK / Headset library update

    Posted 08-21-2023 09:26

    Hi,

    So Frankfurt and Dublin were enabled last week?
    Would have been nice to know at least in this thread beforehand. So inform customers and confirm after enablement.



    ------------------------------
    Kimmo Peltonen
    Advania Finland Oy
    ------------------------------



  • 63.  RE: WebRTC SDK / Headset library update

    Posted 08-21-2023 10:50

    Also i don't know if related but since last week we are experiencing that our headsets "POLY ENCOREPRO 525 USB" are getting stuck in to the HOLD beeping tone when putting some customers on hold, sometimes it just puts people on hold and when you stop it goes off but sometimes it remains even if the call its finished, we were forced to disable the HOLD beeping sound from plantronics hub because it was torturing our agents, every time this SDK is touched we have issues like this related to beeping tones not going away even when the interactions are long gone, and when you open a ticket to genesys they just come back asking for stupid logs when you can't force the issue and you can't reproduce it since it's completely random and i am not going to put 200 agents on logging.

    Regards

    Hernani



    ------------------------------
    Hernani Ferrando
    [EBTS Pro Assist N.V]
    ------------------------------



  • 64.  RE: WebRTC SDK / Headset library update

    Posted 08-21-2023 20:59

    Hi David,

    It may be a coincidence, but since this rolled out in APAC (Sydney) region we have been experiencing issues with WebRTC users being unable to make some outbound calls to other Genesys users/queues and non Genesys users and appears to be all of our Jabra users (mainly Evolve 40, but also a few other Jabra models as well).

    The issue is usually associated with a consulted interaction from another Genesys user, that has been placed on hold, but not always.  The unsuccessful outbound call is marked as a system disconnect and if left open after 60 seconds attaches the 'error.ininedgecontrol.connection.station.notReached' error.

    We haven't observed impact to:

    • inbound calls from external source (unless consulted internally) 
    • direct outbound calls (not related to a transfer/consult)
    • Polycom Desk phone users nor other WebRTC users using non-Jabra headsets. 

    We lodged an incident with our support partner and the advice we received was that it was an issue with our network/PC's - but this seems a little too coincidental and didn't have the issue prior to 16 August.  Are you aware of any other reports of this issue or did it come up in the Beta testing?



    ------------------------------
    Brendan Van Dam
    City of Gold Coast
    ------------------------------



  • 65.  RE: WebRTC SDK / Headset library update

    Posted 08-23-2023 00:29

    We are also APAC and started having symptoms last week after the weekly update.

    We have users in the same location using same network infrastructure but different Orgs and they have had issues with making second call for several days.  We use WebRTC phones.  Some users have not had the issue and others get it frequently.  The symptom is similar as when an admin changes the Site of a webrtc phone and then the user tries to make a call too soon.  Often they will see the call progression as "dialing" and eventually get the connection error unable to reach the station.

    For users in our environment that were having chronic issues we asked them to try using mediahelper instead.  Our troubleshooting idea was that we eliminate the app version of the softphone.  With mediahelper perfoming the role of softphone these issues disappear.

    This leads me to conclude that the issue was last weeks app release causing intermittent issues and that the fault with the webapp relates to how it handles softphone connection to edges.

    Hope it helps!



    ------------------------------
    Paul Lewis
    Spark New Zealand Trading Limited
    ------------------------------



  • 66.  RE: WebRTC SDK / Headset library update

    Posted 08-22-2023 03:31

    Is there any way we can opt-out of this "improvement" (a feature toggle per organisation)? Maintaining reliability and trust in the platform should be a priority with stable and controlled releases with ability to opt-out or roll back.



    ------------------------------
    Jeff
    ------------------------------



  • 67.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 08-31-2023 11:34

    It says it's tentative schedule roll out... Has this actually been pushed for US West region?



    ------------------------------
    Leoliza Infante
    Genesys - Employees
    ------------------------------



  • 68.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 08-31-2023 11:53

    This feature has been enabled in all regions!



    ------------------------------
    David Van Milligan
    Genesys - Employees Sr. Product Manager
    ------------------------------



  • 69.  RE: WebRTC SDK / Headset library update

    GENESYS
    Posted 08-24-2023 15:33

    Hi Buse,

    Thank you for the feedback. What type of Genesys client is in use? If you haven't already please contact Genesys care to open a ticket.



    ------------------------------
    David Van Milligan
    Genesys - Employees Sr. Product Manager
    ------------------------------



  • 70.  RE: WebRTC SDK / Headset library update

    Posted 08-25-2023 04:13

    Hi David,

    We are using embedded widget as well as edge browser. Already raised a case about it.

    Kind regards,



    ------------------------------
    Buse Gormez
    Cooperatieve Rabobank U.A.
    ------------------------------



  • 71.  RE: WebRTC SDK / Headset library update

    Posted 11-03-2023 05:17

    Hi Buse,

    we have now installed the browser plugin: Jabra ChromeHost (Chrome Extension) - Chrome Web Store (google.com) for some agents and the errors no longer occur with the following headsets: Jabra Evolve 75e, Jabra Evolve 75, Jabra Evolve2 65, Jabra Evolve2 85

    we are using edge and chrome.

    br

    Michi



    ------------------------------
    Michael Graffe
    Vaillant Group Austria GmbH
    ------------------------------



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