Call controls within Sprinklr can be accessed manually or through integrated headphones. This functionality allows agents to perform various essential actions during calls using headphone controls.

We have fully integrated Jabra and Poly Voyager headset functionality with our call controls to enhance the experience for agents who frequently use headphones. This integration streamlines call management, enabling agents to perform basic functions solely through their headphone buttons.

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Permissions 

When an agent connects their headphones, a permission notification will appear on the screen. Agents must click the “Grant” button in response to this notification to provide the necessary access permissions.

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Permission snapshot whenever agent plugs in headphones.

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Integrating Voyager Headphones

Sprinklr supports seamless call control functionality with select advanced headsets to improve agent productivity and user experience.

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This section outlines the steps required to integrate and use Plantronics Voyager headsets with Sprinklr Voice Call Controls.

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Enablement

Plantronics Voyager headsets can be integrated with Sprinklr Call Controls to perform core telephony actions such as answering and ending calls. Access to advanced features depends on the specific headset model and the user’s system configuration.

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To enable integration with Voyager headsets, the following platform and system requirements must be met:

• Dynamic Property Configuration: Ensure that the headset brand is listed as VOYAGER in the ADVANCE_HEADSETS dynamic property.

• Software Installation: Install the Plantronics Hub desktop application on the agent’s machine. Download the application from here.

• Content Security Policy Update: Update the Content-Security-Policy (CSP) to allow local network access to headset device details. To request CSP updates, raise a support ticket.

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Supported Actions

Sprinklr supports the following call control actions through headphones: 

1. Answer the call  

2. Reject Call 

3. Mute the call 

4. Hold the Call (not supported in Voyager web application)

5. Unmute the Call 

6. Unhold the Call (not supported in Voyager web application)

7. End the Call (Hangup) 

Integrating headsets with Sprinklr’s call controls enhances the efficiency and convenience for agents who rely on headphones. By enabling basic call functions directly through the headset, agents can manage their calls more seamlessly and focus on delivering excellent customer service. Ensure that permissions are granted when prompted to fully utilize this integration.