Hi there,
Please check out this bug/enhancement;
Audio on Handset and Headset for Guinness phones
CSCsj60872
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.
