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Cant Live Monitor with Plantronics Wireless Headset

I have a user who just bought the Plantronics SAVI Savy 10 wireless headset.  Seems that the user is able to hear all other sounds through the headset but not able to Live Monitor.  Has anyone ran into this issue and resloved it.  If so please let me know how you were able to accomplish this.

Thanks                  

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