Genesys Cloud supports built-in call controls on Sennheiser/EPOS headsets, enabling users to perform essential call management functions including answering, hanging up, holding, removing from hold, muting, unmuting, and rejecting calls directly from their headset devices. This functionality is available across the Genesys Cloud web browser client, desktop app, and embedded clients, and requires both a WebRTC phone assignment and EPOS Connect software installation. Configuration of the headset involves connecting the device via USB cable or transceiver and navigating to Phone Settings through the Calls panel. Users create a device profile by naming it and confirming that the headset appears as the default microphone and speaker selection. Genesys Cloud automatically loads the saved profile upon future headset reconnection, and users can edit existing profiles or create new ones as needed. The availability of specific call controls depends on the capabilities of individual Sennheiser headset models. Genesys provides limited technical support for headsets, investigating communication logs between Genesys Cloud and the device, while mechanical headset issues and vendor software firmware problems remain the responsibility of the headset manufacturer. Genesys does not test all headset models and cannot guarantee universal compatibility across different devices. The documentation includes a feedback mechanism allowing users to rate article helpfulness and provide specific reasons for their assessment. Users can submit negative feedback regarding inaccurate content, outdated information, or unclear presentation, as well as positive feedback on question resolution, organization clarity, and valuable insights. The feedback form requests user role specification and optional contact information, includes privacy policy acknowledgment, and references related articles covering WebRTC functionality, headset configuration, Genesys Cloud WebRTC phone features, phone management, and audio profile creation.