topic Re: Able to use Cisco 561 headset with 7841 phone that is below 12.5.1 in Accessories

Able to use Cisco 561 headset with 7841 phone that is below 12.5.1 SR2

bill.king1 — Fri, 20 Aug 2021 19:19:36 GMT

Hi, I have Cisco 7841 phone and am able to use basic headset with no issue.

However, I just tried to use it with a Cisco 561 headset that has the latest firmware, and it doesn't work at all. The headset works fine with computer audio, so I know it isn't that.

I saw this note in the headset compatibility guide

"On-Premises Firmware 12.5(1)SR2 or later (call control only)

Multiplatform firmware 11.3.(3) or later"

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cuipph/Headsets/Compatibility_Guide/n500_b_headset-compatibility/n500_b_headset-compatibility_chapter_010.html#reference_EBC606A0422D3AF75950C000C7C1DCC8

Does this really mean that I can use a cheap headset with my Cisco phone, but my newer/nicer Cisco headset can't be used until I get the phone upgraded to 12.5.1 SR2? The phone currently is a 12.5.1 SR1 and I get no sounds/audio/or anything with it.

I just can't believe the Cisco headset doesn't offer any features with the Cisco phone as it stands today.

Re: Able to use Cisco 561 headset with 7841 phone that is below 12.5.1

Nithin Eluvathingal — Sat, 21 Aug 2021 04:57:38 GMT

How do you connect your Cisco headset with 7841 ?

Re: Able to use Cisco 561 headset with 7841 phone that is below 12.5.1

bill.king1 — Sat, 21 Aug 2021 15:26:46 GMT

Hi, there's only one way to do so, to use the Cisco supplied Y connector that plugs into both the AUX slot and the headset slots on the phone.

My other basic non-Cisco headset only plugs into just the headset slot normally.

I am going to try another Y cable hopefully next week if I can get one to eliminate that as the problem, but otherwise am at a bit of a loss.

I checked and did the https://upgrade.cisco.com/accessories upgrade of the headset and it shows the latest firmware.

Re: Able to use Cisco 561 headset with 7841 phone that is below 12.5.1

bill.king1 — Mon, 23 Aug 2021 18:12:06 GMT

Tried another Y cable from another headset and still no dice, so I'm guessing unfortunately Cisco decided to not make the headset backwards compatible?

Re: Able to use Cisco 561 headset with 7841 phone that is below 12.5.1

Snoopy — Tue, 24 Aug 2021 16:26:31 GMT

Hi Bill. What is the MAC address or S/N of the phone and can you share the phone configuration file (SEP<MAC>.cnf.xml)?

Re: Able to use Cisco 561 headset with 7841 phone that is below 12.5.1

bill.king1 — Tue, 24 Aug 2021 19:55:36 GMT

I'd rather not supply that type of detailed information over the internet, is there something specific you're looking for or that I need to confirm?

Re: Able to use Cisco 561 headset with 7841 phone that is below 12.5.1

Snoopy — Tue, 24 Aug 2021 21:17:37 GMT

If the <ehookEnable> XML tag is present in the SEP<MAC>.cnf.xml, what is its value?

What is the current firmware version running on the phone? Is it still 12.5.1SR1?

What is the PID-VID of the phone? The information can be found on the sticker on the back of the phone.

Re: Able to use Cisco 561 headset with 7841 phone that is below 12.5.1

bill.king1 — Wed, 25 Aug 2021 12:48:53 GMT

Hi, active load on the phone shows as sip78xx.12-5-1SR1-4

PID-VID: CP 7841-K9=V05

I can't browse to the phone so I can't look at the ehookEnable value.

Re: Able to use Cisco 561 headset with 7841 phone that is below 12.5.1

Snoopy — Wed, 25 Aug 2021 16:53:48 GMT

For the Cisco 56x headset to work with the 78xx desktop phone, the AUX port must be configured for headset operation.

If you are unable to view the phone configuration file (SEP<MAC>.cnf.xml), please check with your CUCM administrator the phone configuration of the "Wireless Headset Hookswitch Control" parameter and ensure it is set to Enabled.

Your basic non-Cisco headset plugs into the headset jack directly, so it will work without problem. The Cisco 56x headset requires both the headset jack and AUX to function properly.

The firmware on your 7841 phone is the initial release with Cisco 56x headset support. I strongly suggest upgrading the phone firmware to the current latest 14.0 firmware release on CCO for best experience, and you will be able to control the hookswitch operation mode from the phone menu without your administrator's assistance. Please refer to the the Enable Electronic Hookswitch Control on Your Phone in the release notes for more information.

Re: Able to use Cisco 561 headset with 7841 phone that is below 12.5.1

bill.king1 — Thu, 26 Aug 2021 12:10:36 GMT

Thank you, I will investigate and see if that can be updated/verified and let you know what comes out of it.

Re: Able to use Cisco 561 headset with 7841 phone that is below 12.5.1

bill.king1 — Thu, 26 Aug 2021 22:54:12 GMT

EDIT: So I powered the phone down completely, waited for it to come back and then plugged the headset in and it is now recognized.

I am going to be doing some testing and find out exactly what else might have changed, but thank you @Snoopy so far with your help, I'm making progress.

So I had the IT helpdesk confirm that setting was enabled in UCM, and still no dice.

Old headset plugged into just the headset jack still works, but new Cisco headset plugged into headset and AUX jacks using Y cable, doesn't.

Re: Able to use Cisco 561 headset with 7841 phone that is below 12.5.1

Snoopy — Fri, 27 Aug 2021 00:26:22 GMT

Glad to hear you have the headset is working.