Headsets

To use voice channel in Sinch Contact Pro agents need an audio device with a microphone and speaker connected to their workstations. The device can be any USB headset, a headset with 3.5 mm plugin or even a laptop integrated solution.

Our recommendation is to use a USB headset from manufacturers such as Jabra, Poly (previously Plantronics), or EPOS (previously Sennheiser) as they have been verified to work and to integrate with Sinch Contact Pro. The integration enables for example answer, mute, and hang up from the headset. If you choose to use low-end USB headsets, the problem in these devices is often the digital signal processor (DSP) component: it can cause audio delays and drops.

The integration usually refers to the controls on the headset, such as, answer, mute, hold, and hang-up. These controls may affect how the headset status is seen by the system (operating system, Microsoft Teams, other apps), and vice versa. Incorrect status information may lead to a bad user experience. For example, the headset profile (settings), noise cancellation, microphone and speaker levels could be different depending on whether the agent is in a call or not.

If you have a device from one of the mentioned manufacturers but it's not listed, contact Sinch support.