Genesys Cloud WebRTC provides built-in call control support for HP/Poly/Plantronics headsets across multiple platforms, including the Windows desktop app, embedded clients, and Chrome web browser (version 89.x or later). However, support is limited in other browsers, and while Mac desktop app compatibility exists, WebHID call controls are not available on that platform.
The platform enables a comprehensive range of call control operations, including answering and rejecting calls, disconnecting calls, placing and removing calls from hold, and muting and unmuting audio. The specific controls available depend on the headset model in use. Call control functionality through WebHID is restricted to Chrome web browser usage.
Setup procedures differ slightly between deployment environments. In the Genesys Cloud desktop app, users must ensure they are running the latest version, connect the headset to a USB port, create a device profile when prompted, verify headset selection in microphone and speaker settings, and assign a profile name. Chrome setup requires version 89.x or later and follows a similar process with additional steps for WebHID permissions and device connection through Chrome's built-in WebHID feature. Both configurations require users to confirm default audio device settings and save the profile before call controls become operational.
Genesys Cloud features automatic headset profile configuration when a headset is connected to a computer's USB port, which streamlines the setup process by eliminating manual profile configuration requirements. The system supports various headset types and integrates with embedded clients and WebRTC phone implementations, with additional configuration options and phone management capabilities available through the platform's documentation resources.
Genesys Cloud WebRTC supports the built-in call controls on HP/Poly/Plantronics headsets. You can use HP/Poly/Plantronics headsets in the Genesys Cloud Windows desktop app, embedded clients, or when you run Genesys Cloud from the Chrome web browser. Genesys Cloud does not support HP/Poly/Plantronics headsets in other browsers.
Note: While you can use the HP/Poly/Plantronics headsets in the Mac desktop app, you cannot use the built-in call controls. The Mac desktop app does not support WebHID call controls.
Call controls
Genesys Cloud WebRTC only supports the built-in call controls on HP/Poly/Plantronics headsets when you run Genesys Cloud from the Chrome web browser.
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
*Available call controls depend on the capabilities of your particular HP/Poly/Plantronics headset model.
Set up the headset in the Genesys Cloud desktop app
To use a HP/Poly/Plantronics headset in the Genesys Cloud desktop app, you must use the latest version of the app.
Open the desktop app.
In the title bar, click the Genesys Cloud icon.
Select Check For Updates.
After making sure that you use 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 the Chrome web browser
The HP/Poly/Plantronics headset can now use the feature that is built into Chrome (version 89.x or later).
To check your Chrome version, follow these steps.
Open Chrome.
Click Customize and control Google Chrome .
Click Help.
Click About Google Chrome.
After you ensure that you have the latest version of the Chrome web browser, follow these steps.
From the sidebar, 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 Chrome displays the WebHID connection prompt, select your device and then 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 HP/Poly/Plantronics headset. In the future, Genesys Cloud automatically sets up your headset profile as long as your headset is connected to your computer’s USB port.