Genesys Cloud supports Jabra headsets. You can use Jabra headsets in the Genesys Cloud desktop app, embedded clients, or when you run Genesys Cloud from the Chrome web browser. Genesys Cloud does not support Jabra headsets in other browsers.

Call controls

Genesys Cloud WebRTC supports the built-in call controls on Jabra headsets when you run Genesys Cloud from the Chrome web browser or the Genesys Cloud desktop app, and in the embedded clients.

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.

  1. Open the desktop app.
  2. In the title bar, click the Genesys Cloud icon.
  3. Select Check For Updates.

After making sure that you are using the latest version of the Genesys Cloud desktop app, follow these steps.

  1. From the sidebar, click Calls . The Phone Details panel opens.
  2. From the Phone Details panel, click Settings . The Phone Settings panel opens. In the Audio Controls – Profile Name box, Use Computer settings appears.
  3. Connect your headset to a USB port on your computer.
  4. When Genesys Cloud prompts you to create a device profile, click Yes.
  5. In the microphone and speaker boxes, verify that your headset appears as the default selection.
  6. In the Audio Controls – Profile Name box, enter a name for the headset.
  7. Click Save.

Set up the headset in the Chrome web browser

The Jabra headset can now take advantage of the WebHID feature that is built into Chrome (version 89.x or later).

To check your Chrome version, follow these steps.

  1. Open Chrome.
  2. Click Customize and control Google Chrome .
  3. Click Help.
  4. Click About Google Chrome.

After making sure that you are using the latest version of the Chrome web browser, follow these steps.

  1. From the sidebar, click Calls . The Phone Details panel opens.
  2. From the Phone Details panel, click Settings . The Phone Settings panel opens. In the Audio Controls – Profile Name box, Use Computer settings appears.
  3. Connect your headset to a USB port on your computer.
  4. When the Additional Permissions Required prompt appears, click Yes. Additional permissions required prompt
  5. When Chrome displays the WebHID connection prompt, select your device and click Connect. WebHID connection prompt 
  6. When Genesys Cloud prompts you to create a device profile, click Yes. 
  7. In the microphone and speaker boxes, verify that your headset appears as the default selection.
  8. In the Audio Controls – Profile Name box, enter a name for the headset.
  9. Click Save.

    You can now use the call controls built into your Jabra 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.