Issue With Beeping After Using Hold and Transfer Features

[soudersr]

Hi guys,

I opened up a TAC case but so far but they are unsure which team to forward it to.

Some of our call center agents are having issues after using the Hold and Transfer features. The call center agent will place a call on hold or transfer a call, after which beeping begin and continue, even after the Agent resumes the call or takes a new call.

The temporary fix is to unplug the headset and then plug it back in. I did not think it would help, but I did go into the System Parameters in CUCM and change the “Tone on Hold Time” to the max, which is 200000; however, this did not resolve the issue.

The headset hardware being used is:

• Plantronics Encorepro HW 520
• Poly DA75 USB-A/USB-C digital adapter

Cisco versions are:

• CUCM System version: 12.5.1.18901-1
• UCCE 12.6.1.0.16.21
• Jabber_for_Windows-12.9.5.55511

Thanks

[Jonathan Schulenberg]

Reconnecting the headset as a temporary workaround is the key detail here. Jabber has accessory manager plug-ins for various headset manufacturers. These plug-ins facilitate functionality such mute state sync: allow mute buttons on the headset to function and, in many cases, the headset has an audible mute reminder tone. Apparently the mute/transfer action is tripping that plug-in up, causing the headset to believe there is still an active call that is muted when there isn’t.

You should try a newer build of Jabber to see if it has been fixed already. The Jabber 15 release notes lists a minimum version of Plantronics Hub 3.5. If the issue persists in a current build of Jabber and Plantronics Hub, TAC will need to clarify which vendor is responsible to support: Cisco vs. HP Poly. I fear that will turn into a finger pointing exercise so be prepared to pull your account team of either/both vendors in as an escalation point.

[soudersr]

Thanks for the advice. I am new to this company but was told that they upgraded Jabber previously and there was an issue with the recording beep disappearing, so they rolled back. Now they are adamant about staying lol.

[Jonathan Schulenberg]

So, the same issue that they're facing now? (Rhetorical) Anyway, I meant upgrade a single machine to see if it makes a difference. That version of Jabber has been end of life since 2021. I'm surprised TAC hasn't already cited that as an excuse to close the case. Presumably either HP Poly or Cisco are going to expect you run current versions to troubleshoot further.

Another option to test my hypothesis is disabling accessory manager. Again, as a test for a single user/computer by specifying a one-off XML file on that user's CSF device. (Newer versions of CUCM make this easier by moving the Jabber/Webex App parameters into a UC Service that can be managed in the /ccmadmin GUI.) If the problem disappears with accessory manager off you have a clear root cause to troubleshoot.

[soudersr]

Thanks for the advice, I will give it a shot.

[soudersr]

Hi Jonathan, 

I took a look at the XML file for our Jabber. It looks like Accessory Manager is already disabled per the line I pasted below. Can you confirm?

<EnableAccessoriesManager>false</EnableAccessoriesManager>

Thanks