Configure a Jabra headset

Feature coming soon. The WebHID feature release is temporarily disabled. For more information, see the Genesys Community.

Genesys Cloud WebRTC supports the built-in call controls on Jabra headsets. 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
  • Reject a call 

*Available call controls depend upon the connection type you are using and the capabilities of your particular Jabra headset model.

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 Jabra headset, you must have a WebRTC phone assigned to you (See Assign a default phone) and your Jabra headset must be using a USB connection. (If you use a Bluetooth connection, you cannot use the built-in call controls on a Jabra headset.)

Jabra headsets can only be used in the Genesys Cloud desktop app or when running Genesys Cloud from the Chrome web browser. (No other browsers are supported.)

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.

  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 using the appropriate connector (USB cable or USB transceiver).
  4. 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.
  5. Enter a name in the Audio Controls – Profile Name box.
  6. Click Save.

Set up the headset in the Chrome web browser

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

To check your Chrome version.

  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.

  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 using the appropriate connector (USB cable or USB transceiver).
  4. When Genesys Cloud displays the Additional Permissions Required prompt, click Yes.
  5. When Chrome displays the WebHID connection prompt, select your device and click Connect.  
  6. 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.
  7. Enter a name in the Audio Controls – Profile Name box.
  8. Click Save.

    You can now use the call controls built into your Jabra headset. In the future, Genesys Cloud automatically loads your headset profile as long as your headset is connected to your computer’s USB port.