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Jabra Headphones: Setup and Troubleshooting

Setting Up Jabra Headphones #

  • In the black headset pouch, there is a USB

  • Plug the USB into the USB port on your desktop or laptop computer

  • Turn the headset ON and place them on your head
    • On the side of the headset with the microphone, there are three buttons:
      • Middle button (says Jabra)
        • Connects (it tells you when connected and if battery is fully/medium/low charged)

        • Answers and disconnects your call
      • Two dots at the top
        • Turns the volume up
      • One dot at the bottom
        • Turns the volume down
        • Pressing to hold for 2 seconds mutes your call (it tells you its muted)
        • Pressing to hold again unmutes your call (it tells you its unmuted)
  • The red cord is used to charge the headset

 

 Troubleshooting Headset Settings for Genesys #

  • Ensure the headsets are turned on.
  • Make sure the microphone privacy settings in the computer settings is toggled to allow applications to use microphone.

  • If using Chrome make sure Chrome is not blocking the microphone

  • Ensure the computer sound setting are showing input and output are matching.

  • Finally make sure the Genesys settings are correct by selecting the arrow next to the WebRTC phone and then WebRTC settings.

  • Audio Controls should show Jabra Evolve

**Please note if the headset are not working on Bluetooth mode, turn the Bluetooth off and plug them into the USB port.

 

Notes/Tips for Troubleshooting:

  • Start fresh from the beginning. Delete profiles in Genesys and start with the computer settings. Make sure the settings for the speakers and microphone match and are what you are expecting. There are new versions of the headsets. Old headset settings: USB cord (Jabra 56), USB Bluetooth dongle (Jabra Link 370). New headset settings: USB cord (Jabra Headset (there’s more to the wording, waiting to come across one again to update this)), USB Bluetooth dongle (Jabra link 380). Sometimes the computer will have an old setting selected with a new headset and that won’t work, or a mix of settings. Check microphone privacy.
  • The native built in Bluetooth often doesn’t work well with Genesys, so turn off Bluetooth in the computer settings. Some get lucky and it will work, but you will also see
  • Too many profiles in Genesys can confuse the system. I would have one profile setup for when the USB cord is plugged in and one for when they are using the USB Bluetooth dongle. Delete the rest. I also, would specify the device setting being use rather than use the computer default setting. Check sound in Genesys, by having them play each setting in the profiles. If it all seems to work they can call you from Genesys.
  • The USB Bluetooth dongles are specific to that headset. If users have switched headsets, their old dongle will not work with the new headset. If the headset was already used, they may not have the correct dongle to begin with as all the devices get shuffled around.
  • Good old fashion computer restart.
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