Hello everyone, I am wondering if anyone can help me with a problem I am currently having. I recently switched two M7310 phones out with T7316e phones. I was able to set-up each phone easily, but we are having issues with our headsets. We have 3 HW251N headsets from Plantronics with A10-16 cords, and we can hear people on the other end, but they can't hear us. It is as if they are muted. I have a T7316e in my office and the headset works fine. I have gone through all of the programming and made sure that the Handsfree option is set to Auto, but I am stumped as to why they do not work still. The only difference that I can see between my phone and the others are the placement of the features such as: paging, call park and call pick-up. I tried calling the manufacturer, but they do not help unless you buy a maintenance contract. I called the company who installed the phones, but they are stumped as well. I am hoping that someone has experienced this problem and can lend a hand. Thank you for your help in advance.
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Nortel T7316e Headset is Muted
- Thread starter AndrewC23
- Start date
curlycord
Programmer
I am guessing an Avaya branded T7316 set and not Nortel T7316.
There is an issue with those sets as Avaya tampering with the guts/amp, in a nutshell Avaya screwed this up.
Try asking your supplier for a refurbished Nortel branded one or get another headset set.
GN 202NC with GN Smart Cord works fine on the Avaya branded ones.
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curlycord
Toronto Canada
There is an issue with those sets as Avaya tampering with the guts/amp, in a nutshell Avaya screwed this up.
Try asking your supplier for a refurbished Nortel branded one or get another headset set.
GN 202NC with GN Smart Cord works fine on the Avaya branded ones.
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curlycord
Toronto Canada
allworxguy
Vendor
HW251N headsets from Plantronics with A10-16
These headsets do not work well with T7316e. Complaint is low volume.
Marv ccna
These headsets do not work well with T7316e. Complaint is low volume.
Marv ccna
- Thread starter
- #4
I would like to thank you for the responses to my issue. Curlycord, you nailed it on the head. I switched my Nortel T7316e to the front phone and took the Avaya. The headset worked like a charm. I then looked at the sales receipt I had from the company and realized that I bought Nortel Phones and were switched to the Avaya. I sent an email to the company and advised them of their error and my aggrivation. I have also ordered the Jabra headset and cord to try, as I have been looking for new headsets for awhile. I would also like to thank allworxguy for his response. My only other question is if you know of any documentation that tells of the issues with the Avaya and the amplifier? I am thinking that the company I bought the phones from will want something in writing. Thanks again.
allworxguy
Vendor
- Thread starter
- #6
I called the company and advised them that they sent me the wrong phone. The company told me that the phones are the same and the headphones should work. They are going to get a phone and plug in the same headset and make a Youtube Video and send it to me. I can't wait to see the video which was supposed to be sent to me a couple hours ago. I have also noticed that the Avaya phone is like talking in an echoing hallway. I will say that the Avaya Technical Support is useless and will not even consider talking to you.
norstarboy125
Vendor
I'd like to see this YouTube video myself, whenever they make it...
Jeremy J. Carter
Charm City Communications
Norstar. BCM. CS1000 Programmer
Jeremy J. Carter
Charm City Communications
Norstar. BCM. CS1000 Programmer
- Thread starter
- #8
Avaya changing the manufacturing of the phone - there has got to be a PSN somewhere on this, no? Speaking as a reseller myself, it has put a strain on my relationships with users. The phones walk like a Norstar T7316E, talk like a Norstar T7316E, but somewhere in there they just don't think like a T7316E. They are Norstar phones as they will not work on anything other than Nortel's proprietary TCM. Wonder if Avaya had some special side deal with Plantronics. Maybe Plantronics had an abundance of amplifiers and needed to somehow offload and saw Avaya coming along to swallow up Norstar. I have no idea. I tried marketing the phones as Avaya and I had to accept so many returns as customers tried installing them on Definity ("but I have 7303 and 7308, why not 7316?!"), tried installing on IP Office on a digital station 8, etc. This is also going to make buying refurbished phones a nightmare. I know some companies swap out the housings - never going to know if you have Avaya or Nortel guts!
Too bad Avaya could care less.
Too bad Avaya could care less.
curlycord
Programmer
To be fair to your vendor it's not that they sent the wrong phone, its that Avaya changed the guts and nobody really knows why.
They simply sent you the latest T7316e model.
As far as we know it was only the brand name that was to be changed.
I am thinking not enough people using that Plantronics model and cord therefore vendors maybe not putting in tickets with Avaya....instead just shipping the Nortel branded one fixes the issue and Avaya never really knows that there is an issue if so.
On the other hand if they do know there is an issue then why only the Plantronics?.
Perhaps Plantronics is not aware of the changes inside the phone therefore they did not change their product to work or create and offer a resolution.
Avaya Technical Support will only support authorized dealers.
So technically the vendor should be putting in a ticket with Avaya instead of giving you this Youtube nonsense.
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curlycord
Toronto Canada
They simply sent you the latest T7316e model.
As far as we know it was only the brand name that was to be changed.
I am thinking not enough people using that Plantronics model and cord therefore vendors maybe not putting in tickets with Avaya....instead just shipping the Nortel branded one fixes the issue and Avaya never really knows that there is an issue if so.
On the other hand if they do know there is an issue then why only the Plantronics?.
Perhaps Plantronics is not aware of the changes inside the phone therefore they did not change their product to work or create and offer a resolution.
Avaya Technical Support will only support authorized dealers.
So technically the vendor should be putting in a ticket with Avaya instead of giving you this Youtube nonsense.
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curlycord
Toronto Canada
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