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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎10-22-2015 07:31 AM

HP Recommended

Hello,

 

I have a Polycom SoundPoint IP 670 and a Plantronics W02 Headset that Disconnects after approx 20-30 seconds.

I only get disconnects when using the Phone and Headset combo, BT to Cell, and Audio from PC work without issue.

The Disconnect is only between the Dock and headset, the phone calls remain connected.

 

Headset is connected with USB to PC, and EHS cable to Phone and the Channel is set to "G".

 

The phone has Memory Enabled(I have tried with both settings), Hookswitch Mode set to Plantronics EHS(Have not tried other settings, according to manuals I'm set correctly), and Echo Cancellation Off

 

I have powercycled both devices, and reset the phone. Used a new battery.

 

 

PS:  My settings match those of a co-worker with the same hardware

 

 

4 REPLIES 4

‎10-22-2015 08:42 AM

HP Recommended

Hello GWNTC-DSB,

welcome to the Polycom Community.

It is always useful to include the currently used SIP or UC 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.

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

 

Have yopu tried swapping headset's with your co worker to see if the issue moves to the other 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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎10-22-2015 10:08 AM

HP Recommended

Thanks for the quick reply.

 

Sorry, I meant to include that: Yes, I've tried with another headset and it kicks out as well.

Since my post I've also tried my headset on their phone, and that combo works without issue.

 

So..  it's my phone/settings.

 

 

SIP: 4.0.1.13681

PN: 315-11530

sip.ld

 

BootBlock: 3.0.2.0024

Updater: 5.0.1.10553

Was this reply helpful? Yes No

‎10-22-2015 12:22 PM

HP Recommended

Hello GWNTC-DSB,

UC Software 4.0.1 is rather old and I would suggest upgrading to a currently supported version like UC Software 4.0.9

 

I also suggest you backup your configuration via the Web Interface and compare it with your colleagues working one.

 

After all of the above if the issue still occurs please work with your Polycom reseller to bring this to the attention of Polycom support.

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎10-27-2015 11:26 AM

HP Recommended

I tried the system today, and it's working fine. (New behavior: I can now press the headset button on the phone and the headset automatically turns on, I used to have to press the Phone selecter button for it to enable the headset.)

 

No changes were made.

 

I'm at a loss.

 

Thank you for your assitance Steffen.

Was this reply helpful? Yes No
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