3905 phone issue

[mattb025]

In the past few weeks I have seen an increase in the reports of outside callers not being able to hear agents. The soultion that we have found that works most of the time is simply unplugging, and plugging back in the base of the phones. Model is 3905.

Anyone else having this issue?

 

[gteabc]

Try upgrading the firmware version on the phone set.

 

[mattb025]

Already done that. It is on latest version.

 

[KillianK]

Have changed out the phone set with a new one, could be faulty hardware?

What type of headset are you using?

What version of CC are you using and switch software level?

Regards,

Killian

 

[mattb025]

Switched out phones with the users that ar ehaing issues.
We are using a plantronics headset that just plugs into the back of the phone.

Forgive me as I am new and still learing this what CC and switch software?

 

[chippowell]

Meaning what version of Contact Center, or Symposium, or whatever was before Symposium. Switch, meaning PBX (Meridian, etc.).

When I face this, it's usually headset related, or even a training issue involving headsets, the green "headset" button, the headset amplifier (if present...such as with a wireless headset) etc. Odd that a reboot of the phone solves the problem.

 

[KillianK]

have you changed out the headset too?

 

[Trevatwork]

We had that problem too after firmware upgrade on 3905's it had to do with the way agents were using the mute button.

With the new firmware it auto released the mute button when the call ended, but next caller could not hear agent even though mute light was off, phone was still muted, we had to get our agents to release mute themselves before call ended, also happened when agents got an answering machine.

Trevor

 

[mattb025]

We have replaced headset.

Thanks for the thought on the mute button. I have never heard of that being an issue,

We are running symposium 5.0, not sure on switch.