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            Use a Headset Enabled by Telephony Provider

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            Use a Headset Enabled by Telephony Provider

            If your telephony provider has enabled headset support in the managed package, you can use a headset for voice call, and control call actions such as accept, mute, unmute, and decline calls from the headset. You can use only the headset models and brands supported by your telephony provider.

            Required Editions

            This article applies to:

            • Salesforce Voice with Partner Telephony
            Available in: Enterprise and Unlimited Editions
            1. In the headset controller section in the Omni-Channel settings, click the Set Headset Controller to choose the headset for voice calls.
              set headset controller
            2. Select the headset from the browser window and click Connect. The browser window shows only HID-compatible devices that support telephony.
              connect headset
            3. To use the headset for voice calls, click Save in the Omni-Channel settings.

            When the headset is paired, the Omni-Channel console shows the selected device name.

            Selected device
            Note
            Note

            Firefox doesn’t support headset call controls. Google Chrome and Edge support headset call controls.

            If you refresh the browser, you must select the headset again to continue using it for voice calls.

            If you log in and pairs a headset to a browser tab, and if you log in from another tab then you will be logged out of the previous tab. But the headset continues to be paired with the previous tab, and can cause unpredictable behavior if you use the headset in the current browser tab. You must disconnect the headset from the previous tab before logging in from another tab.

             
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            Salesforce Help | Article