9971 Phone - USB headset causes lockup

[bsugamele1]

Howdy Netpros, maybe someone can help me with this. I have 9971 and 8961 phones running 9-3-2-10 loads which support the Plantronics non externally powered USB headset model "Blackwire 620".

I am running CUCM 8.6.2

90% of the time when I plug this headset into the USB port on either phone model, the phone locks up for a minute and then restarts. When it comes back up, it recognizes the headset model correctly, but as soon as I hit the headset button, the phone locks up and reboots again. Occasionally, I can plug in the headset restart the phone and everything will work properly. Any help is appreciated (and 5 stars for a solution!!)

Thanks,

Brett

[testeven]

Hi,

I know this is not the best solution, but you can try downgrading the firmware to: sip9971.9-2-1 and it should work.

Regards, 

Tere. 

If you find this post helpful, please rate!

[bsugamele1]

Thanks for your reply Tere. I tried downgrading to 9-2-1 and now I can plug in the headset without the phone locking up and rebooting, but now when I hit the headset button, I get dialtone for about a second and then the line drops.

Brett

[bsugamele1]

I just found this thread.

https://supportforums.cisco.com/thread/2102446

It looks like these headsets were not supported until the 9-3-2 firmware was released. Any other suggestions?

Brett

[Rob Huffman]

Hi Brett,

Just as a FYI.....it looks like the firmware for adding support

was actually 9-2-3

Support for USB Headsets

With the 9.2(3) Firmware Release, the following Plantronics USB headsets are now supported:

•BlackWire C220 Series

•BlackWire C420

•Blackwire C620

•Savi 7xx

•Voyager Pro UC v2

Use these USB headsets with the following Cisco IP Phones (SIP):

•Cisco Unified IP Phone 8961

•Cisco Unified IP Phone 9951

•Cisco Unified IP Phone 9971

http://www.cisco.com/en/US/docs/voice_ip_comm/cuipph/9971_9951_8961/firmware/9_2_3/release_notes/9900_8900_923.html#wp239020

Maybe you could give it a try.

Cheers!

Rob

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

- Stones

[heathrw · Accepted solution]

Hi,

My customers are having the exact same issue with sip9971.9-3-2-10 which was included with a recent device pack, once I reverted them back to sip9971.9-2-4-19 they are happy. They are runnuing either the C420 or C620 headsets.

This is also a UCM 8.6.2 environment.

Heath

[bsugamele1]

Heath nailed it. Thanks man! 9-2-4-19 worked for both the 8961 and 9971 phones.

Brett

[STEPHEN HAXTON · Accepted solution]

It should be noted here that there are now newer Hardware Versions of the 8961, 9951, 9971 phones that cannot run firmware versions prior to 9.3.2.

http://www.cisco.com/en/US/docs/voice_ip_comm/cuipph/9971_9951_8961/firmware/932/release_notes/P567_BK_RD4ECA70_00_rn-9_3_2-8961-9951-9971.pdf

Per the release notes:

New Versions of Cisco Unified IP Phone 8961, 9951, and 9971 The New Versions of Cisco Unified IP Phone 8961, 9951, and 9971 feature provides an update to the phone hardware. The new phones contain improved electronic components. The new phones look and act the same as the old phones and the model numbers do not change. Phones manufactured after October 31, 2012 contain the new components.

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.

This feature has no user impact.

This feature is supported on the following SIP phones:

• Cisco Unified IP Phone 8961

• Cisco Unified IP Phone 9951

• Cisco Unified IP Phone 9971

[Rob Huffman]

Hi Stephen,

Thanks for linking up this new info! This type of kind

follow-up is always much appreciated +5

Cheers!

Rob

"go easy...step lightly...stay free " 

- The Clash