No Genesys cloud software compatibility with WEBHID and Lens does not support Genesys Clou

[achyun1]

Poly Hub no longer provides firmware updates and yet it's the only way to provide software control in Genesys cloud. Lens does not support Genesys but it's the only way to get firmware updates. I know that Genesys is working on WEB HID but no ETA is being provided. What are workarounds? 

[Meghana_10]

Hello @achyun1, Welcome to the HP Poly Support Community. 

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[Meghana_10]

Hi, I hope this message finds you well. 

I wanted to follow up on the query and provide you the information on a private message. 

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Meghana

[Jé]

Hello,

Same problem here.

The Plantronics Hub application (now obsolete as it hasn't been updated since May 2024) includes support for WebHID and is therefore compatible with call control on Genesys Cloud (Configure a Plantronics/Poly headset - Genesys Cloud Resource Center), whereas the Poly Lens application (which is supposed to replace it) does not include this feature. It's unfortunate to release a new application without integrating such a useful functionality, especially for call centers.

Could you please provide us an ETA please ?

NB : I contacted HP support by tchat at this subject (case : 5149183057)

Regards,

Jé

[Jé]

Edit : Deleted due to duplicate post.

[Meghana_10]

We are really sorry for the inconvenience caused to you. @Jé

Thank you for providing the case reference number. 
 

Our team is working on getting integrated with all features of Plantronics Hub in Poly Lens, and as of now there is no ETA. Whenever there is an update regarding the integration, we will let you know. We request you to wait and check our page for updates. 

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Meghana