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Help on IP331 & Plantronics CS510 headset connection

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Occasional Visitor

Help on IP331 & Plantronics CS510 headset connection

So I just got a polycom ip 331 voip phone, brand new with service from nextiva.

 

I need to use a wireless headset, and purchased a 2.5mm to rj9 female adapter, a plantrons app51 ehs cable, and the plantronics cs510 wireless headset. The 2.5mm adapter is not plantronics, we had one here, but that is a pretty straightfoward cable, not sure that is bad or causing problems (see below).

 

This configuration should work according to the documentation.

 

I have it connected except for the 5 pin connector on the ehs cable, there is nothing on my phone for that.

 

The headset sort of works. I can connect to it, and speak on it, etc., HOWEVER, it drops the headset/phone connection after 10 to 30 seconds. It doesn't lose the call, i can pick the call back up on the phone, but not the plantronics. It should not lose this connections.

 

I spoke to plantronics, went through the steps, what I didn't know was that I need to let the phone know there is a plantronics headset.

 

I did that by going to menu, settings, basic,preferences, headset,hookswitch mode, and check plantronics headset. The plantronics person said he thought the phone should restart, but it didn't. I did a hard reset on the phone, and it loses that setting. I reset it.

 

This did not solve things, still the same. If a call comes in, if i hit the answer button on the headset, it clicks, but doesn't pass the call thru. If I then hit the button on the phone, it will connect, but not hold the call. If I dial out, it won't do it either. I am assuming I am running the latest SW on the phone, it is brand new, though i can't find a dom on it.

 

Any help would be greatly appreciated.

Message 1 of 5
1 ACCEPTED SOLUTION

Accepted Solutions
Polycom Employee & Community Manager

Re: Help on IP331 & Plantronics CS510 headset connection

Hello BinBi,

The above Link contains:

 

  • Polycom provides an Support Document => here <= outlining the Headset Compatibility List for Polycom SoundPoint IP and VVX 1500 Phones.

I am unsure where you get a reference from my end for a VVX500.

 

Turn your SPIP331 around and look at the back end near to the top left and you see the socket.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

View solution in original post

Message 4 of 5
4 REPLIES 4
Polycom Employee & Community Manager

Re: Help on IP331 & Plantronics CS510 headset connection

Hello jbinbi,

welcome to the Polycom Community.

It is always useful to include the currently used software version as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes as stating the latest version is not very efficient for the future and Phones may be stored in warehouses for a longer time period so the current latest is not the delivered version.

The above is also stated in the "Read First: Welcome to the Polycom VoIP Forum"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: Please check here

 

we also have this post:

 

Oct 19, 2011 Question: What type of Headset's and cables are compatible with my Phone?

Resolution: Please check => here <=

 

The above explains in detail what exact cables are needed (including the 2.5mm).

 

In order for the EHS functionality to work with the correctly set headset type in the phone menu the 5  Pin connector must also be plugged into the back of the phone.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 5
Occasional Visitor

Re: Help on IP331 & Plantronics CS510 headset connection

Appreciate your quick reply, however I don't have a VVX 500 phone, i have IP 331 phone, and plantronics CS510 headset. You might have seen the 510 in the title and thought i had the 5xx series phone;-)?

 

Nonetheless, my SIP SW, is 4.xx and I had already checked the document for headsets with IP331

 

http://support.polycom.com/global/documents/support/technical/products/voice/FP37477_Using_Headsets_...

 

which lists this headset and cable with what I purchased

 

Plantronics CS500 Series (510, 520, 530, 540) All Plantronics APP-51 cable (Plantronics SKU 38439-11).

 

So it should work. And the IP331 phone does not have a port that i can find for the 5 pin digital connector....

 

So help in getting this combo to work would be greatly appreciated.

Message 3 of 5
Polycom Employee & Community Manager

Re: Help on IP331 & Plantronics CS510 headset connection

Hello BinBi,

The above Link contains:

 

  • Polycom provides an Support Document => here <= outlining the Headset Compatibility List for Polycom SoundPoint IP and VVX 1500 Phones.

I am unsure where you get a reference from my end for a VVX500.

 

Turn your SPIP331 around and look at the back end near to the top left and you see the socket.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

View solution in original post

Message 4 of 5
Occasional Visitor

Re: Help on IP331 & Plantronics CS510 headset connection

Well Duh.... I feel like an idiot. couldn't find the plug for the din connector. must have starred at the phone for 5 minutes looking.

 

sorry to trouble you. Thanks.

Message 5 of 5