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Beginner

8961 Phone - Audio on Headset and Handset at the same time

Hi all,

a customer has 7942 phones where you can talk on the headset and listen to the call at the same time on the handset.

Now he ordered 8961 phones with Plantronics C710 Blackwire USB headsets and recogniced that on this phones you can only use headset oder handset, not both at the same time.

Phone firmware on 8961 is 9.3(2)

Is there any setting to change the default behaviour?

Best regards

Manfred

Everyone's tags (2)
1 ACCEPTED SOLUTION

Accepted Solutions
Hall of Fame Community Legend

8961 Phone - Audio on Headset and Handset at the same time

Hi Manfred,

I just wanted to add a note to the great help from Aman (+5 "A")

This type of behavior with the 7900 series phones was actually

considered a bug up until the 8-5-x firmware release;

CSCsr65970 - Feature to turn on/off audio played to handset while on headset

Description

Symptom:
If you listen closely, the phone will play the audio to headset and handset simultaneously
at all times.

Conditions:
It happens on all 79XX phones until firmware 8.3(5)

Workaround:
This is a product specific configuration now available under CCMAdmin > Device > Phone for 79X2 and 79X5 phones.
Handset/Headset Monitor:

When  handset/headset monitoring is enabled, a supervisor can pick up the  inactive handset/headset and hear the call in progress. For example, if  an agent is on a call on the headset, a supervisor can hear the other  party on the handset. Only the microphone on the active handset/headset  is in use. For example, if an agent is active on the headset, then the  headset microphone is active and the handset microphone is disabled.

Details

First Found in:                          (2)

8.3(5),8.5(2)

Status:

Terminated

Last Modified:

Nov 09,2012

Product:

Cisco Unified IP Phone 7900 Series

Platform:

Dependent

Severity:

6 - enhancement

So, if you look on the Device page for a 7942 under the

Product Specific Configuration Layout

you will find;

This setting is not available on the 8961 as you have discovered

In most cases people want this capability for "training" purposes

If that is the case then there are cordless & corded options so that both

people can use their headsets;

For wireless headsets;

plantronics 03929-63 Wireless Headset Training Adapter

For corded headsets;

Plantronics Y Cord Training Adapter 27019-03

Cheers!

Rob

"Hours are like diamonds, don't let them waste
Time waits for no one, no favors has he" 

- Stones

View solution in original post

8 REPLIES 8
Advisor

8961 Phone - Audio on Headset and Handset at the same time

Hi Ranger,

8961 supports both RJ-9 Analog and USB headsets which is Auto-detected.

I have checked the firmware 9.3(2)  and see lot of bugs related to Headsets for not supporting plantonics model and other problems.

can u try degrading the firmware and check?

regds,

aman

Advisor

8961 Phone - Audio on Headset and Handset at the same time

Hi Ranger,

My mistake

I checked the release notes of 9.3(2) and it says that

The new phone models support Firmware Release 9.3(2) and later. Attempts to downgrade a new phone from 9.3(2) to a previous firmware release do not succeed, because the downgrade software identifies that the phone is the newer model and blocks the downgrade.

Give some time and I will let u know.

regds,

aman

Advisor

8961 Phone - Audio on Headset and Handset at the same time

Hi Ranger,

What is the call manager version u are using?Please check the compatibility matrix for device pack installation.

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/compat/devpack_comp_mtx.html

Hope this would help..

regds,

aman

Beginner

8961 Phone - Audio on Headset and Handset at the same time

Hi Aman,

I use CUCM 8.6(2a) with Phoneload 9.3(2) which is the latest release.

I have tested a ES for 9.3(2) with the same behaviour.

I do not know if our expectation of a simultaneously audio on headset and the standard phone handset can be satisfied.

Audio on handset only works fine and audio on headset only also works fine - our goal is to have audio on both at the same time (like this is possible on 7942 phones).

Best regards

Manfred

Advisor

8961 Phone - Audio on Headset and Handset at the same time

Hi Ranger,

What u are trying to say is that incmoing /outgoing call is heard fine on 7942 on  phone handset and Plantronics Headset?Is it like this?

and the same when tested on 8961 IP phone does not work.

Give me sometime to check.


regds,

aman

Hall of Fame Community Legend

8961 Phone - Audio on Headset and Handset at the same time

Hi Manfred,

I just wanted to add a note to the great help from Aman (+5 "A")

This type of behavior with the 7900 series phones was actually

considered a bug up until the 8-5-x firmware release;

CSCsr65970 - Feature to turn on/off audio played to handset while on headset

Description

Symptom:
If you listen closely, the phone will play the audio to headset and handset simultaneously
at all times.

Conditions:
It happens on all 79XX phones until firmware 8.3(5)

Workaround:
This is a product specific configuration now available under CCMAdmin > Device > Phone for 79X2 and 79X5 phones.
Handset/Headset Monitor:

When  handset/headset monitoring is enabled, a supervisor can pick up the  inactive handset/headset and hear the call in progress. For example, if  an agent is on a call on the headset, a supervisor can hear the other  party on the handset. Only the microphone on the active handset/headset  is in use. For example, if an agent is active on the headset, then the  headset microphone is active and the handset microphone is disabled.

Details

First Found in:                          (2)

8.3(5),8.5(2)

Status:

Terminated

Last Modified:

Nov 09,2012

Product:

Cisco Unified IP Phone 7900 Series

Platform:

Dependent

Severity:

6 - enhancement

So, if you look on the Device page for a 7942 under the

Product Specific Configuration Layout

you will find;

This setting is not available on the 8961 as you have discovered

In most cases people want this capability for "training" purposes

If that is the case then there are cordless & corded options so that both

people can use their headsets;

For wireless headsets;

plantronics 03929-63 Wireless Headset Training Adapter

For corded headsets;

Plantronics Y Cord Training Adapter 27019-03

Cheers!

Rob

"Hours are like diamonds, don't let them waste
Time waits for no one, no favors has he" 

- Stones

View solution in original post

Advisor

8961 Phone - Audio on Headset and Handset at the same time

Thanks Rob for appreciation and sharing your findings.

Beginner

8961 Phone - Audio on Headset and Handset at the same time

Hi Rob,

thanks a lot for your answer. For me it would be nice if Cisco would implement this bug also in 8961 phones.

Best regards

Manfred

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