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.

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  Note: Access to this feature is controlled by the dynamic property.

  To enable this feature in your environment, contact your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.

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

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• 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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  Note: To enable this feature in your environment, contact your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.

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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.

Connecting Plantronics Voyager with Sprinklr

Follow these steps to ensure your headset is properly connected.

Step 1: Open Plantronics (Poly) Hub App

• Ensure the Plantronics Hub app is running on your system. 

• Verify that your Plantronics Voyager headset appears as connected in the app.

Step 2: Refresh Sprinklr Page

• Once the headset is connected in the Plantronics app, open or refresh your Sprinklr page.

• Headset should now be detected automatically.

Step 3: if you see a “Failed” Snackbar Message

• If Sprinklr still shows a “failed” or “not connected” message, continue with the next step.

 Step 4: Verify Local Connection

• Open this link in your browser: https://127.0.0.1:32018/Spokes/DeviceServices/Info

If the Plantronics app is running and the headset is connected, you should see a following response with device information.

• The headset is connected if you see device info - "The headset is connected correctly to the Plantronics app".

• The Plantronics app is not running or the headset is not detected, if you don’t see device info (site cannot be reached)

Step 5: Contact Support if Issue Persists

• If Sprinklr still shows “not connected” even though Step 4 shows the headset is connected.

• Please contact the Sprinklr Support Team. Share the following details to help us investigate:

  • User ID

  • Timestamp when the issue occurred