Trouble with 7925G wireless phone and Plantronics H171N headset

[jpbermingham]

We recently put into production a number of 7925G phones with Plantronics H171N head sets. Half of our users have reported not being able to hear other party and vice versa with Plantronics head set. Sometimes, when they reconnect the headset into audio jack it "fixes" problem but later this problem persists. This is a call center environment so it is critical these phones work all of the time. We had tried bluetooth head sets but they pickup outside noise to much. These plantronics head sets are made for this type of environment but dont seem to make a proper connection to Cisco 7925G.

Please advise me if anyone has similar issue or if you have experienced better luck with different head sets. It appears to me the female audio jack on these phones are defective.

John B

Network Administrator

WDFCU                  

[migilles]

You are using the Quick Disconnect 2.5 mm Adapter (part # 65287-01) correct?

http://www.amazon.com/Plantronics-65287-01-2-5MM-Cordless-Telephone/dp/B0007MGERO

The plug should have 3 black bands to indicate is a 4 conductor plug, which is the Nokia compatible standard.

If you have the correct plug then you should see a headset icon appear once the plug is inserted into the headset port.

If not, then the headset port could be potentially damaged.

You can utilize the Audio Diagnostics tool located under Settings > Phone Settings > Diagnostics for testing.

Also you will want to ensure your 7925 phones are using recent firmware; 1.4.4.3 is currently recommended.

[jpbermingham]

Thanks for the prompt reply. The quick disconnect is labeled part number 64857-01, but this was shipped from Plantronics with their knowledge of us using Cisco 7925G phones.

The audio diagnostic simply gives me a beep tone, and then a "loop back test" graphic with 2 arrows. Am I missing something about this test, or is this the expected result?

Thank you.

[migilles]

Sounds like you have the wrong adapter unless they changed the part #.

Does it have 2 or 3 black rings around the tip?

Needs to be the one with 3 black rings.

Yes the audio diags is a loopback test to test the tx and rx audio paths, so when you speak you will hear it through the selected audio path.

[jpbermingham]

The connector has 3 black rings. Thanks for the information on audio path tests.

[migilles]

Should work fine then.

Suggest to open a TAC case to troubleshoot further.

The audio diags is for hw validation wtihout the need for a CUCM to setup a call.

[mshavrov]

Just as a "troubleshooting steps"...

You mention that sometimes users disconnect audio plug and when they reconnect, problem goes away (for some time). What if users disconnect QD connector and connect back? Theoretically it's quite possible, that headset itself has an electronics (for example, for noise or echo cancellation) that "hangs". In this case when you disconnect QD plug, you remove power from the headset, and when you connect, this electronics will "reset". If this helps, then it could be a problem with headsets themselves. 

Another thing to try - instead of completely remove and re-insert an audio plug, try to twist and wiggle it a little bit in the jack. If this creates crackling noise, it may be bad contacts in the phone.

Good luck

Mike / CCVP, CCSP, CCDP, CCNP, CCIE Voice (Written)

Headset Adapters for Cisco IP Phones

[ahalper]

I know this is a very old (2 years) thread but I am encountering the EXACT same issue. Was there ever a resolution to this? Local audio path works fine and when I switch from headset to handset audio it works so it's not the radio or audio path. It's also ONLY outbound audio through the headset. I've tried multiple headsets and multiple adapters.

Right now I can't get outbound audio to work but it was working yesterday and I imagine that there will be something I do that will make it work again. This one is pretty baffling.