Genesys Cloud's integration with Jabra headsets enables built-in call controls across Chrome, Microsoft Edge, and the Genesys Cloud desktop app platforms. The system supports essential call management features including answer, hang up, hold/resume, mute/unmute, and call rejection through either USB-connected headsets or Jabra USB Bluetooth adapters. Setup requires a WebRTC phone assignment and varies between desktop and browser implementations, with desktop users needing the latest app version and browser users requiring Chrome 89.x or later with WebHID support. Configuration involves creating device profiles, setting default audio devices, and managing phone settings through the platform's interface. While Firefox and Safari browsers don't support these controls, the system automatically recognizes configured profiles for future connections and allows users to maintain multiple audio profiles for different devices. The integration focuses on streamlined call control management through comprehensive phone settings and embedded client configuration options.
Genesys Cloud supports Jabra headsets.
Call controls
Genesys Cloud WebRTC supports the built-in call controls on Jabra headsets when you run Genesys Cloud from a Chromium based web browser (either Google Chrome or Microsoft Edge), in the Genesys Cloud desktop app, or in the embedded clients. Genesys Cloud does not support the Jabra headset built-in call controls in Firefox or Safari.
The call control feature enables you to use the controls on the headset to perform basic call operations.
Answer call
Hang up a call
Put a call on hold
Remove a call from hold
Mute a call
Unmute a call
Reject a call
Note: Available call controls depend on the capabilities of your particular Jabra headset model.
To use the built-in call controls on a Jabra headset, you must have a WebRTC phone assigned to you and you must connect your Jabra headset via a wired USB connection or a Jabra USB Bluetooth adapter.
Note: Bluetooth Jabra headsets connected via a computer’s internal Bluetooth adapter do not support call control capabilities.
Set up the headset in the Genesys Cloud desktop app
To use a Jabra headset in the Genesys Cloud desktop app, you must be using the latest version of the app.
Note: If your organization doesn’t allow you to install or update the desktop app, the Check For Updates option is unavailable; contact your administrator to learn how your organization deploys the desktop app.
Open the desktop app.
In the title bar, click the Genesys Cloud icon.
Select Check For Updates.
After making sure that you are using the latest version of the Genesys Cloud desktop app, follow these steps.
From the menu bar, click Calls . The Phone Details panel opens.
From the Phone Details panel, click Settings . The Phone Settings panel opens. In the Audio Controls – Profile Name box, Use Computer settings appears.
Connect your headset to a USB port on your computer.
When Genesys Cloud prompts you to create a device profile, click Yes.
In the microphone and speaker boxes, verify that your headset appears as the default selection.
In the Audio Controls – Profile Name box, enter a name for the headset.
Click Save.
Set up the headset in a Chromium web browser
The Jabra headset can now take advantage of the feature that is built into Chromium based web browsers.
From the menu bar, click Calls . The Phone Details panel opens.
From the Phone Details panel, click Settings . The Phone Settings panel opens. In the Audio Controls – Profile Name box, Use Computer settings appears.
Connect your headset to a USB port on your computer.
When the Additional Permissions Required prompt appears, click Yes.
When your Chromium based web browser displays the WebHID connection prompt, select your device and click Connect.
When Genesys Cloud prompts you to create a device profile, click Yes.
In the microphone and speaker boxes, verify that your headset appears as the default selection.
In the Audio Controls – Profile Name box, enter a name for the headset.
Click Save.
You can now use the call controls built into your Jabra headset.