Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Leonxxx86 on November 24, 2017, 04:09:48 AM

Title: Headset
Post by: Leonxxx86 on November 24, 2017, 04:09:48 AM

Hi,

I wonder if Jabra headset is compatible with WDE under windows 10? I have this issue with the headset, some times it rings via the headset and sometimes it doesn't. Not sure if there is some settings need to be enabled in WDE or SIP? Thanks

Title: Re: Headset
Post by: Kubig on November 24, 2017, 09:54:41 AM

I have encountered similiar issue and it was caused by sound card drivers. Also the Genesys has released WDE SE version which allow call the audio device multiple times until gets right response..so try to check if you are using this version (or higher) and check whether you have enabled this option

Title: Re: Headset
Post by: Fra on November 24, 2017, 01:01:59 PM

You've got to check that Windows  Playback and Recording devices are correctly configured. Disable any non-used device and make Jabra your default one.
You may also need to enable exclusive mode on the device itself.

Title: Re: Headset
Post by: vmc on November 25, 2017, 04:17:37 AM

There's also a registry hack to address some audio device problems that impact on WDE.  It's also worth checking the release notes compared to your version.

Generally speaking the issue as the others have said relates to the audio driver that the headset is using and Windows not initiating it quickly enough, or being confused over what the actual default device is that gets reported to apps.

Sent from my Redmi Note 3 using Tapatalk

Title: Re: Headset
Post by: Leonxxx86 on November 27, 2017, 01:22:09 AM

Hi all,

Thank you very much for your replies. WDE Version 8.5.1. I'm going to ask to check the audio settings on windows but I have found these settings in WDE:

USB Headset Configuration
You can use the following options to configure Workspace to use a headset:

sipendpoint.policy.device.use_headset — Specifies whether a USB head set is used for voice calls.
sipendpoint.policy.device.headset_name — Specifies what type of USB headsets are supported in your environment. Use the "|" character to separate the names of different headsets if more than one type is supported. For example: 'Plantro|Jabra'.

Do you I need to configure the above settings? I'm asking because I don't have control or access over the WDE on this environment. Thanks