Genesys Cloud - Main

We are using Purecloud Voice and was recently upgraded to version 1.0.0.7598.  This upgrade broke the Polycom VVX-411 headset functionality for every one of our call center representative's phones.  The phone will no longer hold the Headset Memory or Hookswitch Mode setting appropriately.  If I take the phone offline by removing the network cable the phone keeps the settings appropriately after rebooting, once I plug the network cable back in it loses the settings making our headsets useless and our representatives angry.  Has anybody else experienced this, support has been no help up to this point.  We have been using Plantronics-CS540 headsets with Plantronics App-51 electronic hook switches with no issues for over a year until this last week.
#SIP/VolP
#Telephony

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Chad Darley
Nyhart
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Hi Chad - have you reversed the update to the previous version yet - I would be interested in if this retrograde is effective should we have a critical failure like this. I have no helpful advice regrettably for your situation. But would appreciate your feedback as and when you are out of this issue. regards Matt

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Matt Calton
Grove & Dean Ltd
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Matt, when you say, "reverse the update" I am assuming you mean going through Genesys unless you know of a way that we, as customers, can do this?  Can Genesys weigh in on this please?

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Laurie Aspinwall
Nxstage Medical, Inc.null
------------------------------

Original Message:
Sent: 11-07-2018 08:03
From: Matthew Calton
Subject: Latest Edge update broke VVX-411 headset capability

Hi Chad - have you reversed the update to the previous version yet - I would be interested in if this retrograde is effective should we have a critical failure like this. I have no helpful advice regrettably for your situation. But would appreciate your feedback as and when you are out of this issue. regards Matt

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Matt Calton
Grove & Dean Ltd
------------------------------

The Edge devices have the ability to revert to the previous update - I am tempted to try this in view of the issues that abound at the moment (us included) but wondered if anyone has utilised this option before

------------------------------
Matt Calton
Grove & Dean Ltd
------------------------------

Original Message:
Sent: 11-07-2018 08:47
From: Laurie Aspinwall
Subject: Latest Edge update broke VVX-411 headset capability

Matt, when you say, "reverse the update" I am assuming you mean going through Genesys unless you know of a way that we, as customers, can do this?  Can Genesys weigh in on this please?

------------------------------
Laurie Aspinwall
Nxstage Medical, Inc.null
------------------------------


Original Message:
Sent: 11-07-2018 08:03
From: Matthew Calton
Subject: Latest Edge update broke VVX-411 headset capability

Hi Chad - have you reversed the update to the previous version yet - I would be interested in if this retrograde is effective should we have a critical failure like this. I have no helpful advice regrettably for your situation. But would appreciate your feedback as and when you are out of this issue. regards Matt

------------------------------
Matt Calton
Grove & Dean Ltd

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Matt Calton
Grove & Dean Ltd
------------------------------

Original Message:
Sent: 11-07-2018 09:00
From: Matthew Calton
Subject: Latest Edge update broke VVX-411 headset capability

The Edge devices have the ability to revert to the previous update - I am tempted to try this in view of the issues that abound at the moment (us included) but wondered if anyone has utilised this option before

------------------------------
Matt Calton
Grove & Dean Ltd
------------------------------


Original Message:
Sent: 11-07-2018 08:47
From: Laurie Aspinwall
Subject: Latest Edge update broke VVX-411 headset capability

Matt, when you say, "reverse the update" I am assuming you mean going through Genesys unless you know of a way that we, as customers, can do this?  Can Genesys weigh in on this please?

------------------------------
Laurie Aspinwall
Nxstage Medical, Inc.null


Original Message:
Sent: 11-07-2018 08:03
From: Matthew Calton
Subject: Latest Edge update broke VVX-411 headset capability

Hi Chad - have you reversed the update to the previous version yet - I would be interested in if this retrograde is effective should we have a critical failure like this. I have no helpful advice regrettably for your situation. But would appreciate your feedback as and when you are out of this issue. regards Matt

------------------------------
Matt Calton
Grove & Dean Ltd

Great! Thanks Matt! We are going to try it as well.

------------------------------
Laurie Aspinwall
Nxstage Medical, Inc.
------------------------------

Original Message:
Sent: 11-07-2018 09:00
From: Matthew Calton
Subject: Latest Edge update broke VVX-411 headset capability

The Edge devices have the ability to revert to the previous update - I am tempted to try this in view of the issues that abound at the moment (us included) but wondered if anyone has utilised this option before

------------------------------
Matt Calton
Grove & Dean Ltd
------------------------------


Original Message:
Sent: 11-07-2018 08:47
From: Laurie Aspinwall
Subject: Latest Edge update broke VVX-411 headset capability

Matt, when you say, "reverse the update" I am assuming you mean going through Genesys unless you know of a way that we, as customers, can do this?  Can Genesys weigh in on this please?

------------------------------
Laurie Aspinwall
Nxstage Medical, Inc.null


Original Message:
Sent: 11-07-2018 08:03
From: Matthew Calton
Subject: Latest Edge update broke VVX-411 headset capability

Hi Chad - have you reversed the update to the previous version yet - I would be interested in if this retrograde is effective should we have a critical failure like this. I have no helpful advice regrettably for your situation. But would appreciate your feedback as and when you are out of this issue. regards Matt

------------------------------
Matt Calton
Grove & Dean Ltd

Our edges are "managed" and we do not have the ability to change the sw. :( Please let us know if this works for you)


------------------------------
Laurie Aspinwall
Nxstage Medical, Inc.
------------------------------

Original Message:
Sent: 11-07-2018 09:00
From: Matthew Calton
Subject: Latest Edge update broke VVX-411 headset capability

The Edge devices have the ability to revert to the previous update - I am tempted to try this in view of the issues that abound at the moment (us included) but wondered if anyone has utilised this option before

------------------------------
Matt Calton
Grove & Dean Ltd
------------------------------


Original Message:
Sent: 11-07-2018 08:47
From: Laurie Aspinwall
Subject: Latest Edge update broke VVX-411 headset capability

Matt, when you say, "reverse the update" I am assuming you mean going through Genesys unless you know of a way that we, as customers, can do this?  Can Genesys weigh in on this please?

------------------------------
Laurie Aspinwall
Nxstage Medical, Inc.null


Original Message:
Sent: 11-07-2018 08:03
From: Matthew Calton
Subject: Latest Edge update broke VVX-411 headset capability

Hi Chad - have you reversed the update to the previous version yet - I would be interested in if this retrograde is effective should we have a critical failure like this. I have no helpful advice regrettably for your situation. But would appreciate your feedback as and when you are out of this issue. regards Matt

------------------------------
Matt Calton
Grove & Dean Ltd

Sorry to hear that news for your situation. Good luck with support.

------------------------------
Matt Calton
Grove & Dean Ltd
------------------------------

Original Message:
Sent: 11-07-2018 09:17
From: Laurie Aspinwall
Subject: Latest Edge update broke VVX-411 headset capability

Our edges are "managed" and we do not have the ability to change the sw. :( Please let us know if this works for you)


------------------------------
Laurie Aspinwall
Nxstage Medical, Inc.
------------------------------


Original Message:
Sent: 11-07-2018 09:00
From: Matthew Calton
Subject: Latest Edge update broke VVX-411 headset capability

The Edge devices have the ability to revert to the previous update - I am tempted to try this in view of the issues that abound at the moment (us included) but wondered if anyone has utilised this option before

------------------------------
Matt Calton
Grove & Dean Ltd


Original Message:
Sent: 11-07-2018 08:47
From: Laurie Aspinwall
Subject: Latest Edge update broke VVX-411 headset capability

Matt, when you say, "reverse the update" I am assuming you mean going through Genesys unless you know of a way that we, as customers, can do this?  Can Genesys weigh in on this please?

------------------------------
Laurie Aspinwall
Nxstage Medical, Inc.null


Original Message:
Sent: 11-07-2018 08:03
From: Matthew Calton
Subject: Latest Edge update broke VVX-411 headset capability

Hi Chad - have you reversed the update to the previous version yet - I would be interested in if this retrograde is effective should we have a critical failure like this. I have no helpful advice regrettably for your situation. But would appreciate your feedback as and when you are out of this issue. regards Matt

------------------------------
Matt Calton
Grove & Dean Ltd

Yes! We are also impacted and have been working with Genesys Support. From what I am told, it has adversely impacted of of their Plantronics-using customers. We use VVX411, VVX311, VVX310. We also have plantronics usb headsets for web RTC that are non-functioning. We are using remote station cell phones with the apple earbuds but the hardness of them is killing my team.

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Laurie Aspinwall
Nxstage Medical, Inc.
------------------------------

Thanks for the additional comments Matt and Laurie, our Edges are "managed" as well so unfortunately we cannot roll them back.  I'm hopeful that support has the ability to do this for us until a resolution to this issue is rolled out.

------------------------------
Chad Darley
Nyhart
------------------------------

Original Message:
Sent: 11-07-2018 08:43
From: Laurie Aspinwall
Subject: Latest Edge update broke VVX-411 headset capability

Yes! We are also impacted and have been working with Genesys Support. From what I am told, it has adversely impacted of of their Plantronics-using customers. We use VVX411, VVX311, VVX310. We also have plantronics usb headsets for web RTC that are non-functioning. We are using remote station cell phones with the apple earbuds but the hardness of them is killing my team.

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Laurie Aspinwall
Nxstage Medical, Inc.
------------------------------

@Chad Darley Are you also having issues retrieving voicemail from the phones now? We have a customer with VV311s that cannot do this any longer. ​

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Angelia Harper
Avtex
------------------------------

Original Message:
Sent: 11-07-2018 08:43
From: Laurie Aspinwall
Subject: Latest Edge update broke VVX-411 headset capability

Yes! We are also impacted and have been working with Genesys Support. From what I am told, it has adversely impacted of of their Plantronics-using customers. We use VVX411, VVX311, VVX310. We also have plantronics usb headsets for web RTC that are non-functioning. We are using remote station cell phones with the apple earbuds but the hardness of them is killing my team.

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Laurie Aspinwall
Nxstage Medical, Inc.
------------------------------

@Angelia Harper​ - Voicemail on the VVX-411s  is still working properly, we do not have any 311 phones in our office.

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Chad Darley
Nyhart
------------------------------

Original Message:
Sent: 11-07-2018 11:28
From: Angelia Harper
Subject: Latest Edge update broke VVX-411 headset capability

@Chad Darley Are you also having issues retrieving voicemail from the phones now? We have a customer with VV311s that cannot do this any longer. ​

------------------------------
Angelia Harper
Avtex
------------------------------


Original Message:
Sent: 11-07-2018 08:43
From: Laurie Aspinwall
Subject: Latest Edge update broke VVX-411 headset capability

Yes! We are also impacted and have been working with Genesys Support. From what I am told, it has adversely impacted of of their Plantronics-using customers. We use VVX411, VVX311, VVX310. We also have plantronics usb headsets for web RTC that are non-functioning. We are using remote station cell phones with the apple earbuds but the hardness of them is killing my team.

------------------------------
Laurie Aspinwall
Nxstage Medical, Inc.

Hi All,

We encountered the same issues with our VVX-311s, and were unsure if it was the recent PureCloud upgrade or the recent Polycom upgrade that messed with the functionality.  Our voicemail button no longer works on the phones, but voicemail can still be reached by dialing *86.  We also had issues with our headsets (calls were being directed to speaker-phone), which we resolved by disabling the hands-free mode.  Hope this is of some help...

-Zach

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Zach Munsey
Hopelink
------------------------------

Original Message:
Sent: 11-07-2018 11:28
From: Angelia Harper
Subject: Latest Edge update broke VVX-411 headset capability

@Chad Darley Are you also having issues retrieving voicemail from the phones now? We have a customer with VV311s that cannot do this any longer. ​

------------------------------
Angelia Harper
Avtex
------------------------------


Original Message:
Sent: 11-07-2018 08:43
From: Laurie Aspinwall
Subject: Latest Edge update broke VVX-411 headset capability

Yes! We are also impacted and have been working with Genesys Support. From what I am told, it has adversely impacted of of their Plantronics-using customers. We use VVX411, VVX311, VVX310. We also have plantronics usb headsets for web RTC that are non-functioning. We are using remote station cell phones with the apple earbuds but the hardness of them is killing my team.

------------------------------
Laurie Aspinwall
Nxstage Medical, Inc.

Sorry @Chad Darley, it was @Laurie Aspinwall that mentioned the 311s. Laurie, did you happen to notice if the voicemail was still reachable on the 311s? ​​

------------------------------
Angelia Harper
Avtex
------------------------------

Original Message:
Sent: 11-07-2018 08:43
From: Laurie Aspinwall
Subject: Latest Edge update broke VVX-411 headset capability

Yes! We are also impacted and have been working with Genesys Support. From what I am told, it has adversely impacted of of their Plantronics-using customers. We use VVX411, VVX311, VVX310. We also have plantronics usb headsets for web RTC that are non-functioning. We are using remote station cell phones with the apple earbuds but the hardness of them is killing my team.

------------------------------
Laurie Aspinwall
Nxstage Medical, Inc.
------------------------------

@Angela:  Unsure as our techs do not use voicemail. I have voicemail functioning on my 411.
​

------------------------------
Laurie Aspinwall
Nxstage Medical, Inc.
------------------------------

Original Message:
Sent: 11-07-2018 11:57
From: Angelia Harper
Subject: Latest Edge update broke VVX-411 headset capability

Sorry @Chad Darley, it was @Laurie Aspinwall that mentioned the 311s. Laurie, did you happen to notice if the voicemail was still reachable on the 311s? ​​

------------------------------
Angelia Harper
Avtex
------------------------------


Original Message:
Sent: 11-07-2018 08:43
From: Laurie Aspinwall
Subject: Latest Edge update broke VVX-411 headset capability

Yes! We are also impacted and have been working with Genesys Support. From what I am told, it has adversely impacted of of their Plantronics-using customers. We use VVX411, VVX311, VVX310. We also have plantronics usb headsets for web RTC that are non-functioning. We are using remote station cell phones with the apple earbuds but the hardness of them is killing my team.

------------------------------
Laurie Aspinwall
Nxstage Medical, Inc.

We are also experiencing this issue with the vvx601

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Ramsey
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Have this issue on Previous Outbound Callbacks, agents are using platronic headsets with polycom vvx 301 handsets.
Have raised with support but still an on-going issue

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Original Message:
Sent: 11-08-2018 11:22
From: Ramsey Miller
Subject: Latest Edge update broke VVX-411 headset capability

We are also experiencing this issue with the vvx601

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Ramsey
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Can any of you tell me if it has been resolved for you?
Support advised that there are no other customers with the same issue but cannot tell me if there was a fix put in place or not.

This is an ongoing issue for us, logs from Purecloud show it detects no headset when it presents a callback to the agent. But only moments beforehand the agent is taking straight outbound dialer calls without issue.

Cheers

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Original Message:
Sent: 11-25-2018 21:01
From: Darryn Chang
Subject: Latest Edge update broke VVX-411 headset capability

Have this issue on Previous Outbound Callbacks, agents are using platronic headsets with polycom vvx 301 handsets.
Have raised with support but still an on-going issue

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------


Original Message:
Sent: 11-08-2018 11:22
From: Ramsey Miller
Subject: Latest Edge update broke VVX-411 headset capability

We are also experiencing this issue with the vvx601

------------------------------
Ramsey