We implemented Service Cloud back in October and had Omni-Channel built on AWS for our implementation to receive and call out from within our Org. We also have Microsoft Teams (Desktop and Web version). Since we went live, we have had issues with our headsets staying connected and visible within Omni-Channel's settings. The Input and Output options will not show up for 20, 30, 60 minutes and it at times takes multiple clearings of the browser cache, closing out the browser completely, and reboots and then it will randomly come back. There is no particular amount of time that passes before it does show up. It has caused a lot of our agents major headaches. We use Jabra wireless and/or bluetooth headsets. Some of the headsets have a docking station that connects to the computer, some have a USB dongle, and some are straight bluetooth. Same issue, no matter what. We have tried implementing another brand, Yealink into the mix, and same results. Our front desk users will boot up their laptops, open their browsers and wait for what seems like forever, before they can go online. Has anyone else had this same issue, and what have you done? Another question is - if you use Omni-Channel and Microsoft Teams for the Web - what issues have you seen? We use the web version and the Desktop version, and if you put someone on hold on the desktop version or go on hold in a meeting to answer to accept a call on Omni-Channel, it kicks you off the Teams call/meeting. We are going live with our next phase of deployment to users in 2 months and I would like to see if we can get ahead of this issue we are having. @* Service Cloud *
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