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  • 1.  Wireless headset audio issues since moving to PureCloud

    Posted 03-08-2019 17:38

    When we initially moved from PureEngage/CIC to PureCloud (with on-premise Edge devices) in early December almost every agent reported call volume issues (calls were too quiet) that we fixed by increasing the volume on the phone and the wireless headset base.

    Since then we have received regular reports of voice quality issues (in particular, "muffled" calls) with no discernible pattern to the reported problems.  Agents claim is is worse than it was with the previous system even though nothing about the agent workstation configurations changed.

    Agents reported an improvement in voice quality when, as an experiment, we replaced the wireless base & headset with wired headsets at a few workstations.

    Our conclusion is that the phone configuration pushed down by the Edges is different than CIC and somehow that has affected the integration between the phone, wireless base station, and wireless headset.

    Our agents want wireless headsets so we're considering further experiments with newer wireless headsets.

    The purpose of this posting is to see if anyone else in the community has experienced similar issues or whether anyone with experience in many contact centers has a perspective on what could be going on or how we should proceed.

    Our agents currently have the following hardware:

    • Polycom SoundPoint IP430 SIP phones (SIP Loader version 3.2.7.0198  ) 
    • Plantronics CO52-XD wireless base that plugs into the phone

    • Plantronics CS500XD headsets


    #SIP/VolP
    #Telephony

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    Jason Rogers
    Ontario Teacher's Pension Plan
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  • 2.  RE: Wireless headset audio issues since moving to PureCloud

    Posted 03-12-2019 13:43
    Check if the firmware on your phones is current. We noticed that PureCloud pushes an old firmware version at time of initial provisioning to our Polycom VVX phones, so we have to update the phones afterwards. There may also be a firmware update for the headsets.

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    Sven Schiller
    Kognitiv
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  • 3.  RE: Wireless headset audio issues since moving to PureCloud

    Posted 03-15-2019 09:04
    We are running the firmware supplied by Genesys (we had to upgrade our firmware) We have not tried running something newer than what PureCloud supports.
    As far as we know, our headsets do not run any firmware (no usb ports, drivers or inputs for them).

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    Melissa Callender
    Ontario Teacher's Pension Plan
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  • 4.  RE: Wireless headset audio issues since moving to PureCloud

    GENESYS
    Posted 03-15-2019 09:18
    Sven,

    I am just curious, how did you push the new firmware to the phones? (I know at least a couple of ways, just wondering what you did)

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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  • 5.  RE: Wireless headset audio issues since moving to PureCloud

    Posted 03-15-2019 10:05
    We are currently using the phone web interface to push configs and firmware updates. We are looking for a management solution in the longer term, but these tend to be fairly expensive.

    Melissa: I don't think it's a matter of support by PureCloud, but more that PureCloud hasn't gotten around to offering a newer version. Certainly the version PureCloud pushes has long been unsupported by Polycom and contains a number of security issues ​besides the bugs. Our experience with latest firmware versions on our VVX phones has been very good.

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    Sven Schiller
    Kognitiv
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