Agents and supervisors can use the advanced call controls available on Jabra and Plantronics headsets to perform the following call operations:

• Answer a call

• Drop a call

• Put a call on hold

• Resume a call that is on hold

• Mute or unmute a call

• Adjust the call volume

• Handle multiple calls

Avaya Workspaces for CRM supports the Plantronics Savi 82xx series and the Jabra Evolve series headsets. Depending on the headset model that you use, you can use the buttons on the headsets to control call operations. You can use Bluetooth or USB connectors to connect your headsets to your Windows-based computers.

To find additional information about connecting your headsets to your computers, follow the instructions available in the user manuals that you receive with your headsets.

The Device Settings option in Avaya Workspaces for CRM displays the details of the headsets that you connect to your computer. Additionally, you can enable or disable the advanced call control options available on your headset.

Plantronics headset

The Plantronics headsets include a multipurpose Call button and a Mute button that agents can use to perform call operations. To use the call control options on a Plantronics headset, download and install the Plantronics Hub software.

Jabra headsets

Similar to the Plantronics headsets, Jabra headsets include a multipurpose Call button and a mute button. To ensure that you can use the call control options on a Jabra headset, add Jabra Chrome Extension to your Google Chrome browser. You must also download and install the Jabra device connector.

Similar to the Plantronics headset, you can use Bluetooth or the USB port to connect your Jabra headset to your computer.