Configure a Plantronics headset
Genesys Cloud WebRTC supports the built-in call controls on Plantronics headsets that use the Plantronics Hub software. This 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
*Available call controls depend upon the capabilities of your particular Plantronics headset model. For example, not all headsets have a hold button.
Call controls are only supported in the Genesys Cloud web browser client and the desktop app, they are not supported in the embedded clients. To use the built-in call controls on a Plantronics headset, you must have a WebRTC phone assigned to you. (See Assign a default phone.) Use Plantronics headsets in the Genesys Cloud desktop app or when running Genesys Cloud from a supported web browser.
Note: You must have the Plantronics Hub software installed on your computer. For more information, see Plantronics Support (https://www.plantronics.com/us/en/support).
Set up the headset
After you install the Plantronics Hub software on your computer, you can set up the headset.
- From the sidebar, click the Calls icon. The Calls panel opens.
- From the Calls panel, click the Settings icon to open the Phone Settings panel. In the Audio Controls – Profile Name box, a Use Computer settings message appears.
- Connect your headset to a USB port on your computer using the appropriate connector (USB cable or USB transceiver).
- When Genesys Cloud prompts you to create a device profile, click Yes.
- Verify that your headset appears as the default selection in the microphone and speaker boxes.
- In the Audio Controls – Profile Name box, enter a name.
- Click Save. Below the Audio Controls – Profile Name box, a Headset Software – Running message appears.
You can now use the call controls built into your Plantronics headset. In the future, Genesys Cloud automatically loads your headset profile as long as your headset is connected to your computer’s USB port.
If after you create a device profile, you disconnect your headset, Genesys Cloud prompts you to use the existing profile the next time you connect the headset to your computer’s USB port.
Edit the device profile
To edit your device profile, next to the Profile Name box click the Edit Profile icon.
Note: Genesys provides limited technical support for headsets. Customer Care can investigate and review logs to verify that Genesys Cloud communicates with a headset. Mechanical issues with the headset and problems with vendor software firmware are the headset vendor's responsibility. Genesys does not test every possible headset model for supported headsets and cannot guarantee compatibility.
At the Desk Solutions
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Wireless headsets are slightly more expensive but the benefit is the freedom to roam your office and accomplishing other tasks while continuing your calls. Most importantly when purchasing headsets for use in your office, wearing style and functionality are key. As for wearing style, you will want to decide between over-the-ear (tends to be lighter weight and lower profile) and over-the-head (tends to be more durable, longer battery life and best audio quality). As for functionality, will you only use it with your desk phone, or would you prefer a unit that connects to multiple devices, such as your desk phone, PC and mobile phone. Another key consideration with wireless headsets is the ability to add a cable or lifter which provides you remote call alerts, remote answer/hangup capabilities, and simplifying how you take calls.
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