Headset problem 1

[phoneguy6]

An MLX-20L on a Legend has a Plantronics CS-55 Wirless headset on it. When the phone rings, the headset ring detector does not signal the headset, however, when programming the ring pattern on the phone, it always signals the headset. We've tried all different ring patterns and volume levels on the phone and different phones on the Legend, all with the same result. Anyone seen this anomaly before?

 

[Pepperz]

Have seen it, have no good answer.

 

[phoneguy6]

Thanks. Just knowing someone else has seen it makes me feel better. Reaffirms that I'm not going nuts!

 

[Pepperz]

Don't worry, you're not going nuts....... but if you continue to do this, you're taking the steps necessary to get there.

 

[merlinman]

I think I'd give Plantronics a call.

http://home.comcast.net/~merlinman

 

[phoneguy6]

My customer called Plantronics. They say the headset is fine because 1: when you blow into the ring detector, it beeps the headset
2: when selecting the ring pattern on the phone, it beeps the headset.
The only time it doesn't beep the headset is when an actual call rings the phone. (internal or external call, doesn't matter)

 

[merlinman]

Well, their answer is unacceptable, and the next response should be:

"That answer is not helping, let me talk to one of your engineers".

HOWEVER, before we go that route, let's consider one more thing on the Legend side.

Just to make sure all the bases are covered, I would try turning off abbreviated ringing.

Menu > Ext Program > Touch any button > More (a few times) RINGING OPTIONS > Abbreviated and set to off.

If that fails, I would throw it back to Plantronics. After all, they were supposed to have done the design work for this to be compatible with the MLX-20 (if the CS-55 is the right one for this set).

http://home.comcast.net/~merlinman

 

[Westi]

have you tried increasing the ring volume? sometimes in offices the sets are st to the lowest setting so that the neighbour is not disturbed every time the phone rings and that can cause it too. Crank up the baby and see if that helps.

Joe W.

FHandw., ACS

I don't suffer from insanity
I enjoy every moment of it

 

[phoneguy6]

Thanks MM. I will have the customer try that. Plantronics has also confirmed that the CS-55 is the right headset for the phone as well.

 

[Pepperz]

Also try the routing troubleshooting stuff:
1) Try another CS-55 at the same phone
2) Try the CS-55 in question at a different phone. That should help point a direction.

 

[phoneguy6]

New info today. The ring detector will beep the phone on Internal calls, but not when outside calls ring into it. It has done the same thing on a couple of phones they have tried it on and it's the only CS-55 in the office.

 

[msi12]

Have you tried aligning the ring detector hole opening with the speaker grill opening? Maybe it's not getting enough ring tone sound.
Also increase the ring volume.

Just a thought. This helped me alot.

 

[rick1557]

The lifter is set to detect sound when the phone rings. When it hears it, it sends a beep to the headset to notify the user.

That is why Plantronics wants the lifter positioned over the speaker of the phone, so it can hear it. If the ring does not come from there, they offer a ring detector which comes with it, so you position it where the sound is coming from.

This also means, the type of ring is important, in this case, it was the type of ring that triggered the lifter.

Also on the model you have, there are specific Avaya/Plantronic models you can select that does not require the lifter, such as the AWH 55+ (same as the CS55 except built for Avaya).

Richard

http://www.telecomsuperstore.com

 

[phonesaz]

The MLX phones have never worked with the standard lifter. It is such a widely-recognized problem that they used to make a second lifter just for the MLX. I think they may still be available on the secondary market. There used to be a huge compatibility guide on the Platronics web site that lists what works with what and this exception is buried in their notes somewhere- I just looked at the site and it is not there anymore.

If you still need to know how to resolve this, I will find a copy of the guide or the part number for the lifter. It actually goes under the set and has a little arm that rests under the receiver and raises it when a call comes in.