Connecting a headset to control a WebRTC call in Agent Workspace
The headset control feature enables you to control a WebRTC call using the buttons on compatible headsets when using Chrome or Edge on Windows and Mac operating systems.
To control WebRTC calls using a headset you must connect a compatible headset.
Connect WebRTC to your headset
To connect to the headset, go to WebRTC options. For information about accessing WebRTC options, see the Softphone section in Setting audio device for calls in Agent Workspace. In WebRTC options, click Connect headset for Agent Workspace .
In the dialog box that appears, select the compatible headset you want to use to control WebRTC calls and click Connect.
When connected, the next time you receive or make a call, you can control the call using the appropriate buttons on your headset. When a call arrives for you — if auto-answer is not enabled — you may hear ringing in your headset and lights may flash indicating a waiting call.
For information about controlling a WebRTC call in Agent Workspace using a compatible headset, see Controlling a WebRTC call in Agent Workspace using a compatible headset.
Using headsets with multiple applications
When using a headset to control WebRTC calls in Agent Workspace, you can't simultaneously use the same headset to control calls in any other application. Attempting to do so will send control messages to both applications, resulting in unpredictable behavior. To avoid this issue, ensure that the headset is used exclusively with this Agent Workspace for call control purposes.
For general assistance, please contact Customer Support.
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