Plantronics and M2250 Issue

[DFKSydney]

A story....

We have 3 M2250 consoles, and on these consoles we have Plantronics M12 amplifiers. It is believed that the headsets are H251N.

The issue we have is that on an intermittent basis, our attendants answer a call and there is a period of silence (typically between about 10 - 40 seconds) before voice drops in. In testing we have not replicated this, but over a period of time the complaint has been constant.

Initially we believed that this related to a newly installed IVR system, however we have had a confirmed instance where the LDN was called, thus no IVR involvement. This then puts the issue str8 back at the M2250 or headset......

Plantronics state that the M10/M12/M22 are not directly compatible with the M2250. However they cannot tell me why. Good one.

They do advise that there was a modified amp... P10-2250 that is the recommended.


The questions:

1: Is there any known reasons why the Mxx is not compatible (short of needing the plug wiring modified)?

2: What does a P10-2250 do that the others do not???

3: Any other reasons for the "dead air" that is known that relating to the 2250's



Thanx

Oz

 

[johnpoole]

the headset if not the problem..90 percent sure.. it's on or off, hard to get a delay that long with anaolog electronics, even if you try..

give the consoles a trace key.. since you can't duplicate the problem, you'll never find it by shooting into the dark.

plantronics "tech support" consists of kids reading from a script.. the book says it's not compatable, but it works with analog phones.. and the 2250 uses an analog handset. once you match the interface, it works..
has anyone else had the delay problem? does the ivr just transfer to the consoles?



john poole
bellsouth business
columbia,sc

 

[StanleySteamer]

Some headset amps go to "sleep" if they are running on batteries and only wake-up when they hear something on the receive. Not sure if that applies to the M12 but you might want to make sure they are plugged into AC power.

 

[trvlr1]

We use this set up on 3 consoles and it works just fine, no delays.

 

[DFKSydney]

John, Funny you should mention the capabilities of Tech support, that was my impression. I am reasonably certain now that the issue lay with the attendants in some way. The rationale here is that there are multiple attendants over different cards and loops. Further there are no complaints form any user in the site, and as we have a reasonably extensive network, from any of the satellite users either.

Stanley...Yopu are correct but the documents state that the M22 varient is the sleepy one. I have seem issues with that in a former life, and it was my initial thought. We have M12s though, and it is not indicated that they have the sleep function.

It does raise a thought thpough, as the M22 goes into sleep when batteries are used. Thats how ours are. I am looking about for a plug pak to run at least 1 on commercial power. Its a stab in the dark, but I am thinking that maybe the batteries are struggling to cope with the demand.

Tvlr.... I would have said the same thing, as apart from the known sleep issue, I have seen nothing like this before.

One thing I found out late yesterday was that the H251N headsets were installed at about the same time as the complaints started and also at the time that the new IVRs went in. I do not know yet if this is coincidence, but it is a thought that nags. At this point I am starting to hold a bit of hope on a plug pak.


Thanx all

 

[johnpoole]

we were using the h251n's with 2250's when i took on this site without an issue. we upgraded headsets when we removed the 2250's and installed 3905's, and symposium.. i do not remember any complaints from the operators about any delay. they handle 10K calls a day, so most calls are very quick, i think they would have mentioned a delay, heaven knows they complain about everthing else.. 14 operators three shifts and most have under 2 years on site, very short turnover..


john poole
bellsouth business
columbia,sc

 

[DFKSydney]

John,

Thanx for the feedback, and I think that you have touched on an issue that being call volumes.

We have 3 x operators, and an IVR system that is supposed to (and I think reasonably does) take a lot of the load off the 2250s. Our operators do not stress.

I had a look yesterday, and found that the batteries that they are using, all changed at the same time, are passed their "best by" date. However they are not getting the low batt tones either.

My theory at the moment (and its very rubbery) is that there is "something" happening which is not actually a sleep mode, but not far from it when the attendant is idle for some period of time. The existing old batteries, while on the surface handle most things are not quite good enough to work to an optimum when a call is then presented.

So, currently I have a 6V plug pak in 1 out of the 3 users. Although only 24 hrs in, the indications are looking positive. I think a lot more time is needed though. Also, I know that 7.5 is the recommended, however when checking the o/p of the unit, it seemed to be reading high, so I am erring on the cautious side. They are variable paks that I have, so will up the volts next week.

 

[DFKSydney]

Well, it has taken a few weeks but it appears that there is a success............

I have now got 3 x plug packs on the M12 amplifiers and now have glowing reports about things being much better / fixed. Mind you, one of my operators complained about the cord being a work related safety risk.

To take this a bit further, and give a theory....

Our IVRs were introduced to take the work load off the operators. At this point it was successful.

The M12 amplifier is not advertised as having a sleep fnction, but I am guessing that there is something rather akin to it. So, with reduced call volume comes a sleepy mode.

I also noticed that the batteries in the amplifier were best by either July 09 or Sept 07 (depends on how you read the date). When quizzed about the age I was told "but we have to keep in budget". I bang my head against the wall 1 more time.

While I cannot write off the issue yet, I believe that the issue has been put to rest. Thanx to those who responded