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Genesys PureCloud Integration

The latest Genesys PureCloud soft client release features a plug and play integration with Jabra headsets helping companies get more out of their cloud contact center solution investment.

  • Plug & Play experience for fast IT deployment
  • Increased productivity through call control directly from the agent’s headset
  • Covers more uses cases such as agents that are away from their desk
  • Full integration between Jabra devices and Genesys WebRTC client

PureCloud configuration requirements

To use the built-in call controls on a Jabra headset, the agent must have a WebRTC phone assigned to him/her. (See Genesys configuration information at https://help.mypurecloud.com).

Jabra headsets can only be used in the PureCloud desktop app (Windows), or when running PureCloud from the Chrome web browser (no other browsers are supported).

Which Genesys products are supported by the latest integration with Jabra?

Platform:

  • Genesys PureCloud

Softclient:

  • Genesys PureCloud Desktop App
  • Genesys PureCloud Web App

Genesys PureCloud Desktop App

The Genesys PureCloud Desktop Application is a client that needs to be installed on the agent’s desktop. To use a Jabra headset in the PureCloud desktop app, customers must be using the latest version of the app. Windows desktop version 1.13.528.0 or above.

  1. Open the desktop app.
  2. In the menu bar, click the PureCloud icon.
  3. Select Check For Updates.

After you update the Desktop App, it is time to set up the headset.

  1. From the sidebar, click the Calls icon. The Calls panel opens.
  2. From the Calls panel, click the Settings icon. The Phone Settings panel opens.
  3. In the Audio Controls – Profile Name box, a Use Computer settings message appears.
  4. Connect your headset to a USB port on your computer using the appropriate connector (USB cable or USB transceiver).
  5. When PureCloud prompts you to create a device profile, click Yes.
  6. 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.

Chrome Web Browser Preparation

To use a Jabra headset in PureCloud from the Chrome web browser, you will need to install two additional Chrome components.

  1. Open Chrome
  2. Download and install the Jabra Chrome Listener Application
  3. Download and install the Jabra Chrome Extension on Chrome Web Store

After you install the Chrome components, it is time to set up the headset.

  1. From the sidebar, click the Calls icon. The Calls panel opens.
  2. From the Calls panel, click the Settings icon. The Phone Settings panel opens.
  3. In the Audio Controls – Profile Name box, a Use Computer settings message appears.
  4. Connect your headset to a USB port on your computer using the appropriate connector (USB cable or USB transceiver).
  5. When PureCloud prompts you to create a device profile, click Yes.
  6. 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.

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