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  • 1.  DA70 USB Adaptors

    Posted 12-09-2019 11:52
    Edited by George Ganahl 12-09-2019 12:08
    Hey,

    The contact centre are testing the WEB RTC phone within Purecloud and using the Plantronics DA70 usb adaptor. This is in the hope to remove all Polycom VVX310 desk phones. 

    We are finding that users on an inbound call will put the caller on hold to check on an issue and when going back the caller can no longer hear them however the agent can still hear the caller fine.  

    All settings are correct and mute is not active, case logged with Genesys support but they are not sure whats going on. Anyone else using the WEBRTC and finding an issue like this? Anyone got any ideas? 

    Things to note, the hold is anything from 5 minutes and over, and it seems that disconnecting the headset from the adaptor locks the computer. 

    Cheers
    #Telephony

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    Phill Purnell

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  • 2.  RE: DA70 USB Adaptors

    GENESYS
    Posted 12-09-2019 12:09
    Are you using the Plantronics Hub software?

    Is everything set up according to the Resource Center article https://help.mypurecloud.com/articles/configure-a-plantronics-headset/ ?

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    George Ganahl GCP (PureCloud) ICCE
    Principal Technology Consultant
    Genesys
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    Original Message


  • 3.  RE: DA70 USB Adaptors

    Posted 12-10-2019 08:07
    Yep, installed the hub software and have it setup in audio controls. Some users are using the PureCloud desktop app and others the Chrome web page. Call note muted in Purecloud or hub.

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    Phill Purnell
    Now: Pensions
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    Original Message


  • 4.  RE: DA70 USB Adaptors

    GENESYS
    Posted 12-10-2019 09:11
    Well, hopefully Care will be able to find something in the captures this week if it continues to happen.

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    George Ganahl GCP (PureCloud) ICCE
    Principal Technology Consultant
    Genesys
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    Original Message


  • 5.  RE: DA70 USB Adaptors

    Posted 12-10-2019 09:54
    Yeah I got an update from the agents yesterday, still happening getting to the point we may need to give up on removing the desk phones altogether. 

    I was hoping someone in the community was using the WEBRTC with USB headsets/adaptors.

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    Phill Purnell
    Now: Pensions
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    Original Message


  • 6.  RE: DA70 USB Adaptors

    Posted 12-11-2019 04:17
    Just found version 133 firmware released. Going round updating all 10 tested, hope this works.

    Resolved Issues
    • Fixed intermittent audio failure on initialization with certain computers
    https://www.plantronics.com/us/en/support/knowledge-base/kb-article-page?lang=en_US&urlName=22672&type=Product_Information__kav







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    Phill Purnell
    Now: Pensions
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    Original Message


  • 7.  RE: DA70 USB Adaptors

    Posted 12-11-2019 15:30
    We use the Plantronics EncorePro HW525 USB Headset in our call center, which comes with the DA90 audio processor. This works well with WebRTC in case the firmware update doesn't help.

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    Sven Schiller
    Kognitiv
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    Original Message


  • 8.  RE: DA70 USB Adaptors

    Posted 12-12-2019 03:08

    Hi,

    So the latest firmware made no difference, we still have users advising the caller can't hear them after hold. 

    I did look at the DA90 USB adapters but they are more than twice the price of the DA70. We need the break-away plug on the cable to enable the use of a training cable for new starters.

    Ill log another support ticket with Plantronics, don't like the idea of ten units in stock we can't use!



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    Phill Purnell
    Now: Pensions
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    Original Message


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