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Beginner

Auto Answer not working for 7965 IP phone

We recently went live with our new call center. All agents are using IP Communicator with Plantronics WO100 headsets. We are able to get the auto-answer feature to work fine for the agents. For the supervisors (use 7965 hard phones), however, auto answer works but outbound audio does not. We can hear the call coming in and can hear the person talking but they can not hear us. Please advise. Thanks!

5 REPLIES 5
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Cisco Employee

Re: Auto Answer not working for 7965 IP phone

Do you have Auto Answer set to use the headset or speakerphone? What version of CUCM and phone firmware is in use?

-Felipe

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Beginner

Re: Auto Answer not working for 7965 IP phone

Hi Felipe,

     We have Auto-answer configured on the DN in CUCM and then have the headset light active on the hard phone. We are CUCM version 6.1.2.1112-2 and firmware SCCP45.8-4-4S. Auto-answer works with IP Communicator but not the deskphones. Thanks!

Highlighted
Cisco Employee

Re: Auto Answer not working for 7965 IP phone

Felipe is asking if it is set to auto answer with speakerphone or headset: http://www.cisco.com/en/US/docs/voice_ip_comm/cuipph/7975G_7971g-ge_7970g_7965g_7945g/8_0/english/user/guide/75706545dev.html#wp1012251.  While the 7965 does answer, if it was speaker phone I would assume that the other party would still be able to hear the answering phone if it was on speaker.  One question here, if you make a normal call with the headset, do you have to turn on the headset first then place the call with the headset selected?  The headset won't be told to auto turn on or answer, only the phone will, possibly causing the one way audio issue, just a guess.

Highlighted
Beginner

Re: Auto Answer not working for 7965 IP phone

Auto Answer is set to Auto Answer with Headset in the directory number settings.

Normal call does not require the headset button to be on.

Thank for your help.

Highlighted
Cisco Employee

Re: Auto Answer not working for 7965 IP phone

Are you using headsets with the 7965 ip phones or the handset?

-Felipe