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

Note The headset option appears in the Omni-Channel settings only after you sign in with single sign-on (SSO) and the telephony connector loads.

In the headset controller section in the Omni-Channel settings, click the Set Headset Controller to choose the headset for voice calls.
Select the headset from the browser window and click Connect. The browser window shows only HID-compatible devices that support telephony.
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.

Note

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

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.