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gnaudio / jabra-browser-integration

JavaScript library to control a Jabra headset from a browser
https://www.npmjs.com/package/@gnaudio/jabra-browser-integration
MIT License
3 stars 2 forks source link

Unexpected connection loss mid call #60

Open danielmcleod opened 4 years ago

danielmcleod commented 4 years ago

I opened a ticket with Jabra Support and they told me to post in the Github forum. I'm assuming the meant developer forum, but provided a link to github. I have created a ticket in the developer site too, but wanted to post this here as well.

We have about 70 Jabra Evolve 40 Headsets in our call center. They are on the latest firmware from March. We are running the Jabra desktop software and browser extension. We use these in Genesys PureCloud with WebRTC stations.

We have a handful of users losing their audio profiles in PureCloud and for a couple, this is a daily issue and happens mid call. We turned on extension logging, but I'm not really sure what to look for. We are seeing the following, which may come from the extension or PureCloud: 17:21:56.208 stash-logger.js:388 Jabra event unknown or not handled {event: "Event: jackConnection"} 17:21:56.212 stash-logger.js:388 Jabra event unknown or not handled {event: "Event: busylight"}

After further investigation, I enabled the DriverFrameworks-UserMode event log and was able to see the following message and others related to it "Received a Pnp or Power operation".

To me, this looks like the puck is the problem and this is not specific to PureCloud or any software, since we are seeing an OS level USB event. The appears to just randomly and temporarily drop.

Please let me know what you think and where to post this if I'm in the wrong for trying to get help here.

Thanks, Daniel

jabra-slawaetz commented 4 years ago

Hi Daniel,

we've noted your ticket on the Developer Zone as well, and will find the right people to help you with what seem to be an integration issue.

Note that it is public holiday yesterday and today in Denmark, so we can first take this forward beginning of next week. We will post back updates on the developer Zone to track your issue properly.

(Not sure why you got sent here to GitHub by our support people. This site is used for reporting and discussing issues and proposals on the actual code for the Browser SDK adapter for Chrome - integration issues are handled on the Developer Zone, and actual operations issues with solutions (like yours with Genesys) should be handled in partnership with the solution vendors.)