Cannot get EncorePro HW720 to work on Cisco 6961 phone

[Jason82517]

Hello,

We have an office full of Cisco 6961 IP phones and purchased 4 Plantronics EncorePro HW720 wired headsets.  They are plugged in correctly and are not disabled, the volume is up but when making calls the headsets are completely dead.  This is probably something really simple but I'm pulling my hair out trying to sort it out.  I just assumed you plugged them in and they would work.

Thanking you in advance

[Rob Huffman · Accepted solution]

Hi Jason,

With Cisco phones you require a specific Plantronics quick disconnect coiled cord and many times the wrong ones are shipped with the headsets. The correct part number is;

Part#Amp-26716-01

So you need to check the wiring on the RJ9/11 plug/jack on the coiled cord,with the extractor tip (on jack) facing towards you the wire colors should be;

(from left) red,black,yellow, green.

Cheers!

Rob

[Jason82517]

Thank you ever so much.

Cheers

Jason

[Rob Huffman]

Hi Jason,

You are most welcome my friend!

Cheers!

Rob

[Jason82517]

Hello again

I have enclosed a blurry picture of the jack and coloured the wires, my blackberry doesnt take great pictures.  Could you tell me if this is correct ?

[Jason82517]

another update to this problem apparently the caller can hear the person on the headset talking it is just the person making the call cannot hear anything through the headset.

[Rob Huffman]

Hi Jason,

The jack in the picture looks similar but not exactly the same as the ones we use. Have you tried opening a case with Plantronics? They have an excellent support network @

http://www.plantronics.com/ca/support/

Cheers!

Rob

[Jason82517]

I have gone to Plantronics and they have said the lead is wrong but the supplier is saying it is the correct lead, thank you for your help hopefully this will get sorted shortly.