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Sennheiser DW office Headset with VVX500 does not pickup when calling out after update

DannyV
Occasional Contributor

Sennheiser DW office Headset with VVX500 does not pickup when calling out after update

Out call center has 4 VVX500 phones in combination with Sennheiser DW Office headsets with EHS cable connected.

Everything works fine untill a new software update ( version 5.4.3.1014 ) is pushed from Interactive Intelligence Server on the phones.

 

Taking calls works but when placing a call the headset does not activate and both parties can't hear one another. Only by pressing the hookswitch button on the headset manually does get it working.

 

Does someone have a clue how to fix this ?

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1 REPLY 1
SteffenBaierUK
Polycom Employee & Community Manager

Re: Sennheiser DW office Headset with VVX500 does not pickup when calling out after update

Hello DannyV,

welcome to the Polycom Community.

The Release you mentioned is not the latest release as this is 5.4.5 or even 5.5.0.

 

I suggest you work with InIn to verify that they are using the latest 5.4.3 release which is 5.4.3.2036 rts19 D and then if the issue still occurs either try an upgrade or open a service ticket with us.


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

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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.

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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
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