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‎01-17-2024 01:05 AM

HP Recommended
Product: EncorePro 525 M
Operating System: Microsoft Windows 11

Dear support team,

 

we are looking for our new standard head set for our 1300+ contact center agents. We use Genesys Cloud with web browser based client.  It supports WebHID for call hanling control (Answer, Hold, Mute MIC), however your headsets seems lacking this support. Use of Plantronics HUB is not an option for us, due to significant reaction leg of ~2 seconds. E.g. agent needs to wait this time after button press to start greeting the calling customer. His first words are getting cut off otherwise. Any plans enabling WebHID support?

More on WebHID technology here: WebHID API (wicg.github.io)

1 REPLY 1

‎02-12-2024 08:46 AM - edited ‎02-12-2024 08:47 AM

HP Recommended

The headsets is WebHID compatible already, but Genesys Cloud client assumes use of Plantronics Hub when it is detected. Plantronics hub is going EOL beginning 2025, thus Genesys will have to adopt this by moving to WebHID for it.

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