Configure headsets for embedded clients

Publisher

Genesys

URL

https://help.genesys.cloud/articles/configure-headsets-for-embedded-clients/

Published

unknown

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Genesys proprietary documentation; no-redistribution; short excerpts and locators only

Source notes citing this source

• Supported headsets connected through a computer's internal Bluetooth adapter do not support Genesys Cloud call controls. Call controls need a wired USB connection or the vendor's USB dongle. in context
• Poly headset call controls in Genesys Cloud need Plantronics Hub installed and do not support Poly Lens, while Sennheiser/EPOS headsets need EPOS Connect. in context
• Genesys gives only limited support for headset call-control problems: Customer Care can check logs to confirm that Genesys Cloud talks to the headset, but mechanical and vendor firmware or software problems are the headset vendor's responsibility. in context
• Genesys Cloud supports built-in call controls for USB headsets from Poly, EPOS (Sennheiser), Jabra, Yealink and Cyber Acoustics. in context
• Jabra and Yealink headset call controls in Genesys Cloud rely on the WebHID feature in Chrome version 89 or later. in context
• Genesys Cloud Embeddable Framework customers may need to grant additional HID permissions within their iframe for headset call controls. in context
• Genesys Cloud call controls on Sennheiser/EPOS headsets require the EPOS Connect software. in context
• For Jabra and Yealink headset buttons in Genesys Cloud for Salesforce, the user must open a separate WebRTC window using the Pop WebRTC Phone window setting. in context
• Across the Genesys Cloud Jabra, Poly and Yealink articles, the consistent pattern is that call-control buttons work over USB cable or a vendor dongle but not over the PC's built-in Bluetooth radio, so an agent's first check for dead buttons is how the headset is connected. inferred in context

Cite this source record

APA

WarmTransfer. (2026, October 2). Configure headsets for embedded clients. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-headsets-embedded-clients

BibTeX

@misc{warmtransfer-genesys-help-headsets-embedded-clients,
  title  = {Configure headsets for embedded clients},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-headsets-embedded-clients},
  note   = {Genesys, accessed 2026-10-02}
}