Headset on a 4015 and 4025 / SX-200 2

[JimHilton]

This is getting a bit mind boggling.

I have a user who needs to use a headset. I enabled optn 612 in her COS. When i run down to the phone, push her feature headset key it won't toggle. If I enter *56 feature code, it won't toggle.

If I disable it, then the feature key lights up, but still won't toggle via a key press or the feature code. She also has to hit Cancel instead of just hanging up the hand set. She is using a SS 4015.

Ok, so to test this more, I program my COS and COR to be the same as hers. I can toggle headset mode via the feature key and the feature code.

Only thing different is I have a 4025. I also have to hit cancel if using the headset.

So why can I toggle hs mode on or off and she can't even though were in the same COS/COR group?

Thanks!

Jim

 

[kwbMitel]

I suspect it is not connected correctly.

The headset jack on th ebottom of the phone is only for use with direct corded, non-amplified handsets.

If you are using the most common type headset (Amplified), then you must connect the headset to the handset jack and the handset to the amplifier.

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[robbymac]

Mmmm...The cancel issue should be simple...If you are using any type of Headset (the Plantronics are Mitel friendly) you will also need to reserve and program one of the keys as a "RELEASE KEY" as the Superset will not know when you are ending or transferring the call (because you are not physically replacing the handset to hang up)

 

[HLB1953]

Isn't the headset feature dependent on the Speakerphone function? The 4015 is monitor only, isn't it? Why not bump her up to a 4025?

Harry Braithwaite
Telecom Equipment & Consulting
Specializing in Mitel systems for the Lodging industry

http://www.TECHarry.com

 

[kwbMitel]

The symptoms are consistant with plugging the headset into the wrong jack.

Amplified headsets are designed to operate inline with the handset. If part of your headset includes a part that has a jack for the handset then the headset MUST NOT be plugged into the headset jack.

HLB1953 - Speakerphone function is not a requirement for headset use. The 4015 is headset compatible.

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[JimHilton]

Hi, yes its a plantronics vista plugged into the headset jack. The handset is plugged into the amplifier via its hand set jack.

I did find a manual for the 4015 c/w a headset and it does indicate that you have to use Cancel to kill the call.

I'm still perplexed tho why I can't give her access to toggle headset mode on or off (via COS 612).

 

[robbymac]

Harry is right in the fact that the SS4015 is not a speakerphone whereas the SS4025 is. However this in itself will not affect the functionallity of the device or compatibility with using a headset. I would go with the connectivity issue. The headset cannot be plugged directly in to the SS4015 (as you can with the 5300 range.) The external amp module plugs into the Handset socket of the 4015 and the handset along with the headset then plugs in to the amp module. Two feature keys are then required to complete functionallity - 1) Headset (on/off toggle) and 2)a Release key. However, these options are not available from the Superkey Menu of the SS4015 and will have to be done from the Systems Admin Forms in the SX2000 or MN3300.

 

[kwbMitel]

Hi, yes its a plantronics vista plugged into the [highlight]headset jack[/highlight]. The handset is plugged into the amplifier via its hand set jack.

If part of your headset includes a part that has a jack for the handset then the headset [highlight]MUST NOT[/highlight] be plugged into the [highlight]headset jack[/highlight].

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[JimHilton]

Hi Kwb, I moved the jack to the handset jack and aside from a bit more volume nothing else changed.

In either jack if she picks up the hand set she must have the vista "middle button" in the off/raised position. When she dials the handset will hear all the touch tones and the call.

In either jack if she does not pick up the handset and has the vista "middle button" on/lowered position. When she makes a call by dialing 8 to get an outside line, the speaker will sound that touch tone and then all sound goes to the headset.

If she chooses her prime, you can hear dial tone via the speaker then she dials 8 you hear that touch tone and then all sound goes to the headset.

What my issue here is lets say she wants to hear her voice mail via the speaker. Because I cannot disable "head set mode", she must use either the handset or the headset.

The COS option seems to work properly on a 4025, but not on the 15 yet I can't find any info that states "the 4025 cannot be taken out of head set mode" etc.

Maybe I'm barking up the wrong tree here, could it be a COR option?

Hope that makes a bit more sense.

Thanks!!

 

[kwbMitel]

Your issue is whether she can disable the headset or not.

When the headset/handset are plugged into the wrong jack, you cannot disable headset as headset mode is engaged automatically.

When the headset/handset are plugged into the right jack, you can disable/enable headset mode as needed.

In your last post, with the headset/handset plugged into the right jack. Did you try to disable headset mode? (it sounds like it was engaged but you don't say you tried to turn it off)

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[HLB1953]

This is what has worked for me in the past, so give it a try:
-- Disable Opt 612 in her COS (this option effectively overrides the Headset Mode Feature Code and keeps the phone locked in Headset Mode)
-- Program a Headset Mode Feature key on her 4015
-- Plug the amplifier into the handset jack and the handset into the amplifier.

-- When the Headset Mode is 'ON', the hookswitch is disabled. You answer calls by pressing the flashing line key and hangup with 'CANCEL'. The switches on the amplifier unit will only toggle between the headset and handset or mute the active connection. (Because the 4015 has no 'SPEAKER ON/OFF' key, you cannot toggle directly into Monitor mode on an active call. You have to press 'HOLD', turn Headset Mode 'OFF', and press the flashing line to bring it up in Monitor. This awkwardness was what I was referring to with my earlier post. Sorry I was being obscure.)

-- When the Headset Mode is 'OFF', the hookswitch is enabled and calls process as if there is no headset in the loop. To initiate a call using the monitor function (i.e., to check her voice mail) press the Prime line and proceed. To end the call, press 'CANCEL'. For full duplex over the headset or handset, go offhook with the handset and switch between the headset and handset using the amplifier switches.

Hope this helps.

Harry Braithwaite
Telecom Equipment & Consulting
Specializing in Mitel systems for the Lodging industry

http://www.TECHarry.com

 

[JimHilton]

Hi, kwb and hlb, both your fixes were spot on. I got mislead by the head set jack on the set.

Thanks again!

Jim

 

[kwbMitel]

Jim, I'm Curious.

My first response in this thread told you what was wrong.

Was my way of describing the problem too confusing or did you just have to get past a mental block?

Basically, could I have done better or was the communication issue yours.

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[JimHilton]

Heya kwb, I am more familiar with the hdsets for the 4025s they seem to work properly.

So yes, a bit of mental block / stubbornness on my part. The only part that was unclear was the COS.

Thanks!

Jim

 

[kwbMitel]

Thanks for responding, I was only trying to improve my ability to help. I can't tell you how often this issue comes up. Maybe I should write a FAQ. Hmmmmm

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[JimHilton]

Couldn't hurt, I put it in our trouble ticket knowledge base system so I'd remember next time

 

[robbymac]

Hi Gyuys...I am fairly new to the forum and since putting in my two penneth earlier, have been following the thread.
Kwb, I think your advice and comments are both clear and relevent...and what impresses me here is the fact that you don't put yourself on a pedestal...even openly requesting feedback on the way you handle issues. Well done and keep up the sterling work!

Rob.

 

[kwbMitel]

I'm Blushing. Thanks for the compliment.

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Occam's Razor - All things being equal, the simplest solution is the right one.