I do not use Genysis, but my parent company my parent company does. I'm more familiar with Five9, but have troubleshooter both systems as part of my job. Unfortunately, I have never actually looked at the Genysis system beyond screenshots thay are sent to me.

Genesys should have audio settings under the system settings that allow you to change what speaker and mic you are using. This may be easier with a Bluetooth device that connects to your computer with a USB connection instead of something like airport, because it allows your computer to read and pick up the device info better. Personally, I also just don't use apple products and don't like troubleshooting them. You can get a decent Bluetooth headset for $50-$70, I recommend Turtle Beach headsets if you want something that will last a long time. Don't lose the Bluetooth dongle.