Advanced call control features on Plantronics and Jabra headsets

최근 업데이트 : Feb 23, 2024 |

Agents and supervisors can use the advanced call control features on their Plantronics and Jabra headsets only if they select the same headset model in the microphone and speaker settings.

For example, on the Device Settings page, if you select a Plantronics model in the Microphone field, you must select the same model in the Speakers field. If you select a different model in the Speakers field, you cannot use the advanced call control features of the headset. In this case,Consequently, Avaya Workspaces uses the headset as a normal audio device. You must use the call control options in Avaya Workspaces to perform call operations, such as muting and unmuting a call, answering a call, or putting a call on hold.

Refer to the user manual you received with your headset to understand how to correctly connect your headset to your computer. Additionally, you can identify the call control options of the headsets in the manuals and view information about using these options.

Objective

Action

Result

Receive an incoming call.

Press the Call button on the headset.

  • Avaya Workspaces receives the incoming call.

  • Avaya Workspaces displays the call as Active.

End an active call.

Press the Call button on the headset.

  • Avaya Workspaces ends the call.

  • Avaya Workspaces displays the call activity as Idle.

Mute or unmute a call.

  1. Press the Mute button on the headset to mute a call.

  2. Press the Mute button on the headset to unmute a muted call.

  • Avaya Workspaces displays the Unmute Microphone icon as Active, indicating that the audio output is muted.

  • Avaya Workspaces displays the Unmute Microphone icon as Idle, indicating that the audio output is unmuted.

Hold or resume a call.

Long-press the Call button on the headset.

  • If the agent puts the call on hold, Avaya Workspaces displays the interaction state as Held.

  • Avaya Workspaces starts the Hold timer.

  • If the agent resumes the call, Avaya Workspaces displays the interaction state as Active.

  • Avaya Workspaces stops the Hold timer.

Place a call on hold to receive another incoming call.

Hold or resume a call.

Long-press the Call button on the headset.

  • Avaya Workspaces puts the first call on hold.

  • Avaya Workspaces receives the second incoming call.

Place a call on hold in the case of multiple calls.

  • Long-press the Call button on the headset.

  • Press the Call button on the headset.

  • Avaya Workspaces puts the active call on hold and receives the next call in the queue.

  • If the agent long-presses the Call button again, Avaya Workspaces puts the second call on hold and resumes the first call.

  • If the agent single-presses the Call button, Avaya Workspaces ends the active call.