Can't get 9611 phone to stay in headset mode after pressing release

[ashwebster]

I have a customer who has 9611 phones with an expansion module and jabra gn9330 headsets. the headsets are working absolutely fine and i can make and recieve calls through the headset. The expansion module is also working fine.

The issue i have is when I press the in-built headset key on the 9611 phone and then press the release key, the headset key is not staying lit. This is going to cause an issue as the agents are auto answer. I have checked the following settings:

1) Agent - set to auto answer on ACD calls
2) Release key - programmed on station and not expansion module. (have tried programming on both EM and handset, both not options not working)
3) headset checked and fully working
4) Have also tried changing audio path to headset on the physical phone.

Does anyone have any ideas of why the headset key is not staying lit after pressing release?

Thanks in advance

Apple Tree Education specialising in Avaya and Cisco IPT Training

http://www.apple-tree.co.uk

 

[ashwebster]

Problem resolved.

It looks like 96xx firmware 6.2.3 had a lot of changes for headsets

I have gone through the administrator guide, Avaya have included a few controls into the Settings file from SP2. I figured out the issue and manage to get this working with SP3.

Please modify the 46xxsettings file as below,

################### CALL CENTER SETTINGS #################
##
## HEADSYS specifies whether the telephone will go on-hook if the headset is active
## when a Disconnect message is received.
## Value Operation
## 0 The telephone will go on-hook if a Disconnect message is received when the headset is active
## 1 Disconnect messages are ignored when the headset is active
## Note: a value of 2 has the same effect as a value of 0, and
## a value of 3 has the same effect as a value of 1.
## This parameter is supported by:
## 96x1 H.323 R6.2 SP1 and later (the default value is 0 unless the value
## of CALLCTRSTAT is set to 1, in which case the default value is 1)
## 96x1 H.323 R6.1 and R6.2 ignore this parameter, and will ignore Disconnect messages
## if the user is logged in as a call center agent. If the user is not logged in
## as a call center agent, the telephone will go on-hook if a Disconnect message
## is received when the headset is active.
## 96x1 H.323 releases prior to R6.1 (the default value is 1)
## 96x1 SIP R6.0 and later (the default value is 1)
## 96x0 H.323 R1.2 and later (the default value is 1)
## 96x0 SIP R1.0 and later (the default value is 1)
SET HEADSYS 1
##


Apple Tree Education specialising in Avaya and Cisco IPT Training

http://www.apple-tree.co.uk