ShoreTel headset delay experienced 1

[sandybcoac]

We recently switched from traditional PBX to ShoreTel. Have had a few problems, but nothing that couldn't be fixed. Except for headsets. Users are experiencing delay between time the call is picked up and when they can actually talk to or hear the caller (from 15 sec to 2 min). Occurs on external & internal inbound calls. If user implements call, no delay is identified. We're using mix of GN Netcom and Plantronics headsets and have changed settings on all amplifiers. Anyone else heard of this problem? Any suggested solution? Need to get this settled soon.

 

[aarenot]

This must be a problem with the headsets not the shoretel. I can not believe that shoretel could possibly let that issue get past their testing, and into the field. That would be a yank it out, and give me my money back issue indisputably, so they would never let that get past them.

 

[GSmitherman]

Sandy,

If you use the handset and there is no delay, then the problem is with the headset. What release are you running on the ShoreTel? Is this a remote site or headquarters site?

 

[tomre]

We have plantronics and they are working well (M10 and M12). If you have headsets directly attached, only certian models will work. I believe I went to Shoretel's website to get the compatible gear.

 

[sandybcoac]

Thank you for all of the suggestions. We are running version 7 and have since the initial request upgraded all headsets to the most current from both Jabra & Plantronics. Some users are still having delay issues. Our partner took one of our Plantronics h/s to their offices & tried to duplicate issue - could not. They had also tried to change some of the settings within the ShoreTel system & the changes did not resolve issue.

Our workaround is to have the users that are being impacted, pick up the call with the handset & then switch to the headset. Not perfect, but it gets immediate connectivity.

 

[VonZipper]

The problem is the version of the phone, and the headset port. The headset port on the phone will and can supply power to the headset without the use of the M12 or M22 base units, depending on your phone.

We had this issue and ultimately ordered headsets that plug right into the phone with no base, and it has seemed to resolve our issues. We still have a split second of delay, but they just watch the PCM screen to see when it is connected.