Ip telephone 4621 Sw concern

[Dario265]

HI,
We just changed in our center some 6416 D+M for 4621Sw, and we discovered that we cannot make double jacking with these new models, I mean you cannot use the hand phone and the headset at the same time for one call. This was possible with the 6416. Any of you experienced the similar situation and got any response from Avaya regarding if there's a limitation of these new models?

thanks in advance.

 

[simreal]

What possible reason could you have for needing to do that?

I have only been in telecom for 10 years but in those 10 years I've never heard of this being a problem.

To answer you question: It's been that way since the inception of the 4600 series phones and I haven't heard of any plans to change it.

 

[Dario265]

it's very common here since the new call takers normally use the handset to hear conversations from their collegues.

Thanks

 

[piotras]

You can buy special adapter to connect 2 headset to one phone. We are doing this way if new person comes to company and must listen conversation.
Other way is to use Service Observing feature to listen conversation from another phone.

 

[Dario265]

Yes we have those cables but we are talkng about 200 phones so this is not a solution and also serv.obsrv is not an option for call takers.
I was trying to find out why Avaya did that with this new models since what possible with the old ones 6416

thanks

 

[phonegoober]

Dario265,

i think the 4622SW is the model you need as it is the IP Phone that replaced the callmaster. It has a extra jack for another headset to "supervisors" to jack in on the call.

The Avaya 4600 Series IP Telephones bring the rich features and functions of Avaya Communication Manager directly to the desktop, while also supporting desktop applications above and beyond telephony. Several models are available, ranging from entry-level IP telephones, demanding contact center environment telephones, to sophisticated color-display screenphones. The 4600 Series Telephones can be deployed in traditional office environments as well as remotely – via an integrated VPN client and are easily configured to support both the H.323 protocol as well as SIP.

The 4622SW IP Telephone is built specifically for the contact center environment. Based on the 4621SW, the 4622SW offers the same backlit display and array of feature buttons. The 4622SW provides two headset jacks and eliminates components not required within the call center including a handset and speaker. Note: a handset is supported - connected to one of the available headset jacks.