Audio problem using Wireless headset with GN1000

Unanswered Question
Apr 28th, 2008

Hello Experts,

I am using wireless headset GN9120 with GN1000 lifter. It looks like as soon as the lifter lifts the handset the headset port on the IP Phone (7971) goes off. I can hear the other end very well but they can't hear me. I called Jabra's support, they told me that I need to configure the IP phone in order to activate the headset phone button once the lifter goes on and released. The gentleman at Jabra told me that they had the same problem but someone from Cisco configured the IP Phones headset button and it's working fine since. He is using an Cisco IP phone 7940. I don't see where I can configure this option. Could you please let me know if there's any configuration to make this option work. My customer is kind of frustrated because this option used to work very well with their old Avaya PBX and phones.


Thanks,


MK


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Tommer Catlin Mon, 04/28/2008 - 13:45

I think when you use the lifter, you do not use the headset button. The lifter should tie or loop into the handset jack on the phone.

So it would go:

- out the IP phone handset jack

- to the lifter

- then from the lifter to handset


When the call comes in, they can hit answer on the headset, it lifts the "lifter" and the call is answered.


Basically, skip the headset jack on the back of the phone. It's only used for a wired setup, (no lifter)

mightyking Tue, 04/29/2008 - 08:17

I followed the instruction but there's no audio going out. I can hear the other end but they can't hear me. It looks like there's only one way audio.


Thanks,

Tommer Catlin Tue, 04/29/2008 - 08:23

Check to see if there some button on the GN you dial to change it to connect. I know the platronics has a 4 position button that you have to adjust to make it work with the Cisco Phone

mightyking Tue, 04/29/2008 - 08:43

It does have a 4 position button but there's only one position where I can hear the others. The other positions don't even let me to hear people on the other end. Don't you think there're some configs to be done for the phone in the CCM?

Tommer Catlin Tue, 04/29/2008 - 08:48

Nope. There are no issues on the CUCM side for this to work.


Is this the only wireless device you have? Maybe this one is faulty. If you have another device, plug it in and try it. From what you are saying, you have everything plugged into correctly. It seems like the MIC is not working on the wireless device or you are getting interference?


My advice:

- try another wireless headset (same brand)

- try it another phone type or model

- if it's brand new, it could be DOA

mightyking Tue, 04/29/2008 - 09:09

Thanks a lot for the replies. Unfortunately, this is the only one that I have ordered just for test purpose. The reason that I am trying to make this work is because I would like to give the chance to the receptionist to be able to answer the calls when she is away from her desk. Is there any brands that you have already tested and worked for you?

Rob Huffman Tue, 04/29/2008 - 09:35

Hi MK/Tommer,


Here is a little follow-up info :) This will be the way to go (without lifter) but does have some CCM Version and IP Phone model requirements.


We have done a fair bit of research on this product as our users are really wanting to be able to answer/disconnect calls via the "Headset" itself without the use of a Lifter. The HHC is a brand new integration piece (Headset Hookswitch Control) that will allow this to work on newer CCM versions. (see attached)


You need to be able to configure this new CCM setting on the phones (7945,7965,7942,7962,7975) before this control can take place.


"Settings-->Device Configuration-->Media Configuration-->Headset Hookswitch Control"


Hope this helps!

Rob



mightyking Tue, 04/29/2008 - 12:47

Thanks Rob/Tommer for very helpful replies. I am not able to find the load "SCCP75.8-3-2S.loads". Is this the one that I need to use with GN9120? If so, could you please point me to the link where I can download the load? Also I am going to need the instruction on how to install the load in the CCM 5.1.


Thanks,


mightyking Fri, 05/02/2008 - 06:17

I still need help for how to install the load in the CCM 5.1 server.


Thanks,


MK

mightyking Fri, 05/02/2008 - 09:08

No worries, I found how to install files into CCM 5.1 but I still can't find the SCCP75.8-3-2S.loads at cisco.com.


Thanks,

Rob Huffman Fri, 05/02/2008 - 09:28

Hi MK,


Sorry for the delay, I didn't see this thread pop back up. The 8.3.2s is a minimum version needed to work with the new HHC Part and eliminate the need for a lifter. Here is what should work;



cmterm-7975-sccp.8-3-4SR1.cop.sgn

7975 SCCP IP Phone Load Compatible CUCM Versions: 5.1(1b)+, 6.0(1)+



Cisco IP Phone Model 7975G Firmware Loads


7975G

5.1(1b) and later

cmterm-7975-sccp.8-3-4SR1.cop.sgn


When using Cisco Unified CallManager Release 5.0 or later


For Cisco Unified CallManager 5.0 (and later), you must do all software installations and upgrades by using the Software Upgrades menu options. The system can upload and process only software that Cisco Systems approved. You cannot install or use third-party or Windows-based software applications that you may have been using with a previous version of Cisco Unified CallManager with Cisco Unified CallManager 5.0.


Using your web browser, login to the Cisco Unified OS Administration web page

Under the Software Upgrades menu, select Install/Upgrade.

Fill in the appropriate values in the Software Location section for the file you downloaded above, and click Next.


In the Available Software drop-down box, select the file you downloaded above, and click Next.

After validating the MD5 has the correct value, click Next.


In the Warning box, verify you have selected the correct firmware, then click Install.

Check that you received a Success message.

Login to Cisco Unified CM Serviceability web page.


Under the Tools menu, select Control Center - Feature Services.


Select the Cisco Tftp service, and click on the Restart button.



http://download-sj.cisco.com/cisco/voice/ip-7900ser/cmterm-7975-sccp.8-3-4SR1-readme.htm



Hope this helps!

Rob

mknepper Thu, 05/22/2008 - 15:51

Is Jabra the only option? Any idea if Plantronics is going to follow suit? Is there any gadget wizards making a HHC for Plantronics -- perhaps the signaling is proprietary.


Thanks,

Mark Knepper

Application Specialist

INX

Rob Huffman Thu, 05/22/2008 - 16:05

Hi Mark,


Yes, Plantronics is working on or already has the same HHC to work with the CS50,CS55 and CS70 I beleive (which is great because we have deployed about 100 of these models). I spoke to a great supplier of ours who is a Plantronics vendor. He indicated that the same IP Phone models are mandatory;


7942

7945

7962

7965

7975


The only CCM Versions that seem to have the "Headset Hookswitch Control" device setting are 4.2.x and 6.x


Hope this helps! Let me know if you need any further details.

Rob

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