Avaya Softcosole OSPC Headset Audio Issue

[Barrieav]

I have a client with 2 OSPC softconsoles.

They are using Plantronics headsets with Vista amplifiers on 9620 sets and OSPC softconsole in Telecommuter mode.

The issue is as described:

Headsets with amps are plugged into the headset jack on the 9620 sets. Any calls answered or made using the headset have almost no audio. The call can be created and torn down while using the headset but audio is so low that one can barely hear anything both ways. NOTE: Using the HANDSET to answer or make calls is no issue.

Testing that was done:

Moving the same headsets and amps to a 9620 set WITHOUT an OSPC softconsole works within standards both ways. Good audio.

Settings on the amps are never changed between the two scenarios (one set with OSPC and one set without).

Removed the amp from the equation and there is no audio on the call at all in both scenarios.

Headset button is depressed for these test calls.

Firmware on all sets is the same. AGC on the test sets is the same.

This issue only occurs to the two sets when used in conjunction with OSPC softconsole.

Any suggestions or similar instances would be very much appreciated.

 

[dufus2506]

First off, I would replace any M12 or M10 headset amps you have with a Plantronics HIS adapter. It's a lot like the HIC adapter used for the 4600 sets, but the two are NOT interchangeable. The audio is better, the adapter is cheaper, and there's no box necessary. (It's just a cable.)

If you must use an M12, slider setting number 1 with no batteries is the correct setup for an M12 with a 9600 phone set.

The only other thing I'd recommend would be to make sure that the OSPC is reaching the phone by dialing an extension. Not a full DID number. The line losses across two trunk connections would account for a lot of the low volume.

Carpe dialem! (Seize the line!)

 

[dufus2506]

Oh, and the same slider settings are true for an M22 Vista adapter.

Carpe dialem! (Seize the line!)

 

[Barrieav]

dufus2506, thanks for the suggestions. Although you make a good point, it doesn't quite answer this part of the equation:

"Moving the same headsets and amps to a 9620 set WITHOUT an OSPC softconsole works within standards both ways. Good audio.

Telecommuter is setup with system extensions. You are correct when you say that the line loss would be an issue. We never use the trunk method or DID.

More importantly I need to understand why it does not affect the 10 or so other users when it only affects these two users with OSPC.(all users have the same set type)

I suspect it has much more to do with the OSPC than the sets.

Thanks

 

[dufus2506]

You may just have the headset volume turned down very low on those stations that place and receive OSPC calls. I really can't say.

I can say that I use OSPC, with a 9600 set and a headset. No problems here, so I doubt it's a system problem.

Carpe dialem! (Seize the line!)