Subject: Epos Manager, Update query
From: Support <[email-masked]>
Cc: Ismael Zakaria <[email-masked]>
Date: Wed, 20 Oct 2021 08:31:35 +0000

You are registered as a CC on this support request (177849). Reply to this email to add a comment to the request.

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Marco Marovino, Oct 20, 2021, 8:31 UTC

Hi Ismael,

Sorry, but do you also support in Italian?

Thanks.

**Marco Marovino**

Sistemi ICT

Direzione ICT e Organizzazione

[email-masked]

**GENERALFINANCE S.p.A.**

MILANO, Via Giorgio Stephenson n.43A, MI-20157 ![](https://generalweb.generalfinance.it/Styles/img/target.png)

BIELLA,Via Carso n.36, BI-13900 ![](https://generalweb.generalfinance.it/Styles/img/target.png)

+39 02 87158048 | +39 015 8484301

Mob. +39 366 3557159

www.generalfinance.it

![](https://generalweb.generalfinance.it/Styles/img/linkedin.jpg)

_________________________________________________
GENERALFINANCE S.p.A. - Messaggio di Riservatezza
Il presente messaggio, inclusi gli allegati, contiene informazioni strettamente riservate e confidenziali, la cui comunicazione o diffusione a terzi e' vietata, salvo che non siano state espressamente autorizzate.
Se aveste ricevuto questa e-mail per errore, Vi preghiamo di darne immediata comunicazione al mittente e di cancellarne ogni evidenza dai Vostri sistemi, senza farne copia, rivelazione, diffusione, inoltro a terzi, conservazione o uso in alcun modo.

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Ismael Zakaria, Oct 20, 2021, 8:15 UTC (private)

**_NEXT ACTION_**

**What**: Customer to provide availability for a call back
**Who**: Marco
**When**: 25/10/2021

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Ismael Zakaria, Oct 20, 2021, 8:13 UTC

Dear Marco,

Thank you for your message.

We have tried to call you but you were not available.
Could you please call us back or tell us when we can call you ?

You can reach us by answering to this email or by calling us directly from Monday to Friday between 08:00 until 17:00 on our support number +39 (0) 694800646

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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Ismael Zakaria, Oct 20, 2021, 8:04 UTC (private)

Total Duration 0
Disposition : Successful Call
Description:    
URL:

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Marco Marovino, Oct 18, 2021, 14:57 UTC

Hi Ismael,

The softphone default is MS Teams, and the dongle is connected in the usb port on pc.

Thanks.

**Marco Marovino**

Sistemi ICT

Direzione ICT e Organizzazione

[email-masked]

**GENERALFINANCE S.p.A.**

MILANO, Via Giorgio Stephenson n.43A, MI-20157 ![](https://generalweb.generalfinance.it/Styles/img/target.png)

BIELLA,Via Carso n.36, BI-13900 ![](https://generalweb.generalfinance.it/Styles/img/target.png)

+39 02 87158048 | +39 015 8484301

Mob. +39 366 3557159

www.generalfinance.it

![](https://generalweb.generalfinance.it/Styles/img/linkedin.jpg)

_________________________________________________
GENERALFINANCE S.p.A. - Messaggio di Riservatezza
Il presente messaggio, inclusi gli allegati, contiene informazioni strettamente riservate e confidenziali, la cui comunicazione o diffusione a terzi e' vietata, salvo che non siano state espressamente autorizzate.
Se aveste ricevuto questa e-mail per errore, Vi preghiamo di darne immediata comunicazione al mittente e di cancellarne ogni evidenza dai Vostri sistemi, senza farne copia, rivelazione, diffusione, inoltro a terzi, conservazione o uso in alcun modo.

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Ismael Zakaria, Oct 18, 2021, 13:23 UTC (private)

**_NEXT ACTION_**

**What**: Customer to tell which  softphone he is using and if they use any docking station
**Who**: Marco
**When**: 21/10/2021

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Ismael Zakaria, Oct 18, 2021, 13:22 UTC

Dear Marco,

Thank you for your message.

So we understand that you do not have any issue with EPOS Manager.

For the noise issue : Can you tell us which softphone did you select as default ? MS Teams ?
Please also ask the end user if they do not use any USB hub or docking station to connect the headset or the dongle.

Best regards,
Ismael Zakaria
EPOS Global Support

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Marco Marovino, Oct 14, 2021, 12:41 UTC

Hi Ismael,

this is the version of softphone, this is the version, it is the same as that of the other user where it works and the versions of both the software and the firmware are also the same.

Obviously MB pro1.

![](https://eposaudio.zendesk.com/attachments/token/btb9D5KC024VHV2ctJGj6p4gN/?name=image002.png)

Thanks let me know.

**Marco Marovino**

Sistemi ICT

Direzione ICT e Organizzazione

[email-masked]

**GENERALFINANCE S.p.A.**

MILANO, Via Giorgio Stephenson n.43A, MI-20157 ![](https://generalweb.generalfinance.it/Styles/img/target.png)

BIELLA,Via Carso n.36, BI-13900 ![](https://generalweb.generalfinance.it/Styles/img/target.png)

+39 02 87158048 | +39 015 8484301

Mob. +39 366 3557159

www.generalfinance.it

![](https://generalweb.generalfinance.it/Styles/img/linkedin.jpg)

_________________________________________________
GENERALFINANCE S.p.A. - Messaggio di Riservatezza
Il presente messaggio, inclusi gli allegati, contiene informazioni strettamente riservate e confidenziali, la cui comunicazione o diffusione a terzi e' vietata, salvo che non siano state espressamente autorizzate.
Se aveste ricevuto questa e-mail per errore, Vi preghiamo di darne immediata comunicazione al mittente e di cancellarne ogni evidenza dai Vostri sistemi, senza farne copia, rivelazione, diffusione, inoltro a terzi, conservazione o uso in alcun modo.

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Marco Marovino, Oct 14, 2021, 10:53 UTC

Hi Ismael,

![](https://eposaudio.zendesk.com/attachments/token/3J8lSzTV8096TLJC1ZFpQ1dxr/?name=image003.png)

I check this afternoon with a colleague of mine and I'll update you, I saw that from the drop-down menu it is possible to choose the default Softphone.

**Marco Marovino**

Sistemi ICT

Direzione ICT e Organizzazione

[email-masked]

**GENERALFINANCE S.p.A.**

MILANO, Via Giorgio Stephenson n.43A, MI-20157 ![](https://generalweb.generalfinance.it/Styles/img/target.png)

BIELLA,Via Carso n.36, BI-13900 ![](https://generalweb.generalfinance.it/Styles/img/target.png)

+39 02 87158048 | +39 015 8484301

Mob. +39 366 3557159

www.generalfinance.it

![](https://generalweb.generalfinance.it/Styles/img/linkedin.jpg)

_________________________________________________
GENERALFINANCE S.p.A. - Messaggio di Riservatezza
Il presente messaggio, inclusi gli allegati, contiene informazioni strettamente riservate e confidenziali, la cui comunicazione o diffusione a terzi e' vietata, salvo che non siano state espressamente autorizzate.
Se aveste ricevuto questa e-mail per errore, Vi preghiamo di darne immediata comunicazione al mittente e di cancellarne ogni evidenza dai Vostri sistemi, senza farne copia, rivelazione, diffusione, inoltro a terzi, conservazione o uso in alcun modo.

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

Ismael Zakaria, Oct 14, 2021, 10:21 UTC (private)

**_NEXT ACTION_**

**What**: Customer to tell which  softphone he is using
**Who**: Marco
**When**: 18/10/2021

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Ismael Zakaria, Oct 14, 2021, 9:45 UTC

Dear Marco,

Thank you for your message.

Can you tell us what is the softphone you are using to make calls ? Is the other person using the same softphone also ?
Please check calls on mobile phones with the headset in order to check if you have any issue.

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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Marco Marovino, Oct 14, 2021, 9:41 UTC

Hi Ismael,

1. When exactly do you get noise in the headset ?When the call has passed from the operator to the user and remains during the conversation.
2. What is the EPOS Connect version, the headset firmware version and the dongle version if you use one when you get beep noise in your headset ?

Client Version:4.6.1.1521

Device Name

FW Version

Registered User

Current User

Last Seen

MB Pro 1

2.7.6

2021-10-14 10:16

BTD 800

2.17.16

1. You said the issue is fixed when the firmware is updated to the previous version. Can you say which version? No I didn't say that maybe I explained myself wrong, sorry.

I have other headphones of the same model with the same client and dongle and headphone versions but some do and some don't.

Thanks for the support.

Have a nice day!

**Marco Marovino**

Sistemi ICT

Direzione ICT e Organizzazione

[email-masked]

**GENERALFINANCE S.p.A.**

MILANO, Via Giorgio Stephenson n.43A, MI-20157 ![](https://generalweb.generalfinance.it/Styles/img/target.png)

BIELLA,Via Carso n.36, BI-13900 ![](https://generalweb.generalfinance.it/Styles/img/target.png)

+39 02 87158048 | +39 015 8484301

Mob. +39 366 3557159

www.generalfinance.it

![](https://generalweb.generalfinance.it/Styles/img/linkedin.jpg)

_________________________________________________
GENERALFINANCE S.p.A. - Messaggio di Riservatezza
Il presente messaggio, inclusi gli allegati, contiene informazioni strettamente riservate e confidenziali, la cui comunicazione o diffusione a terzi e' vietata, salvo che non siano state espressamente autorizzate.
Se aveste ricevuto questa e-mail per errore, Vi preghiamo di darne immediata comunicazione al mittente e di cancellarne ogni evidenza dai Vostri sistemi, senza farne copia, rivelazione, diffusione, inoltro a terzi, conservazione o uso in alcun modo.

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Ismael Zakaria, Oct 14, 2021, 9:05 UTC (private)

**_NEXT ACTION_**

**What**: Gathering more details about the issue
**Who**: Marco
**When**: 14/10/2021

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Ismael Zakaria, Oct 14, 2021, 9:05 UTC

Dear Marco,

We hope you are doing well.

We would like to understand more about this issue.

- When exactly do you get noise in the headset ?
- What is the EPOS Connect version, the headset firmware version and the dongle version if you use one when you get beep noise in your headset ?
- You said the issue is fixed when the firmware is updated to the previous version. Can you say which version ?

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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Ismael Zakaria, Oct 14, 2021, 8:21 UTC (private)

Total Duration 292
Disposition : Successful Call
Description:  Mr. Marco is not that fluent in English we will send him an email.   
URL:

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Ismael Zakaria, Oct 14, 2021, 8:15 UTC (private)

Total Duration 0
Disposition : Attempting Contact
Description:  Customer is not available   
URL:

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Daisuke Murata, Oct 14, 2021, 6:05 UTC (private)

**Ismael Zakaria**​
Hi Ismael,

Allow me to clarify what the issue here now is.
First message from the customer is about the unwanted beeping sound. And now is it about FW update failure...?
Could you update the case summary? Do they have EM?

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Ismael Zakaria, Oct 11, 2021, 8:43 UTC (private)

**_LEVEL 1 TRANSFER TO LEVEL 2_**

**Company Name**: GENERALFINANCE S.p.A.
**Contact person**: Marco Marovino
**Email**: [email-masked]
**Product name**: Epos Manager
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: Update query
**Troubleshooting**: NA
**Current status**:
- Customer as planned to deploy the firmware update of EPOS Connect at a specific date, but before that day customer found that some PC have EC updated at the latest version 4.6.1.1521. Customer would like to understand how it happened ?
- Customer also reported that EPOS Manager portal was very slow

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Ismael Zakaria, Oct 11, 2021, 8:25 UTC (private)

Ticket 178002 was closed as duplicate

Customer has planned Epos Connect update on a particular date, but before the date, Epos Connect 4.6.1.1521
Customer report Epos Manager portal is low

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Ismael Zakaria, Oct 11, 2021, 8:16 UTC

Dear Marco,

We hope you are doing well.

We are checking this issue with the team and we will contact you sooner.

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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Marco Marovino, Oct 8, 2021, 11:02 UTC

I have seen the answer of your country report, but the problem I have reported is not on the single product but on Epos Manager.

I opened two tk one yesterday the 178002 is today's one.

Thanks.

**Marco Marovino**

Sistemi ICT

Direzione ICT e Organizzazione

[email-masked]

**GENERALFINANCE S.p.A.**

MILANO, Via Giorgio Stephenson n.43A, MI-20157 ![](https://generalweb.generalfinance.it/Styles/img/target.png)

BIELLA,Via Carso n.36, BI-13900 ![](https://generalweb.generalfinance.it/Styles/img/target.png)

+39 02 87158048 | +39 015 8484301

Mob. +39 366 3557159

www.generalfinance.it

![](https://generalweb.generalfinance.it/Styles/img/linkedin.jpg)

_________________________________________________
GENERALFINANCE S.p.A. - Messaggio di Riservatezza
Il presente messaggio, inclusi gli allegati, contiene informazioni strettamente riservate e confidenziali, la cui comunicazione o diffusione a terzi e' vietata, salvo che non siano state espressamente autorizzate.
Se aveste ricevuto questa e-mail per errore, Vi preghiamo di darne immediata comunicazione al mittente e di cancellarne ogni evidenza dai Vostri sistemi, senza farne copia, rivelazione, diffusione, inoltro a terzi, conservazione o uso in alcun modo.

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Ismael Zakaria, Oct 8, 2021, 9:50 UTC (private)

**_LEVEL 1 CLOSING STATEMENT_**

**Problem**: This is a Request from a country with Country Partner
**Solution**: We referred customer to Country Partner

https://en-de.sennheiser.com/service-support-contact-service-partner-worldwide

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Ismael Zakaria, Oct 8, 2021, 9:49 UTC

Dear Marco,

Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number 177849** for your inquiry.

We have referred your query to our Country Partner and they will contact you as soon as possible. Please let us know, if any assistance from us is needed.

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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Ismael Zakaria, Oct 8, 2021, 9:15 UTC (private)

**_CASE SUMMARY_**

**Company Name**: GENERALFINANCE S.p.A.
**Contact person**: Marco Marovino
**Email**: [email-masked]
**Product name**: MB Pro 1 Firmware 2.7.6, BTD 800 USB  Firmware 2.17.16
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: PC, Switchboard
**Issue**: Beep noise when on call. Beeps remains even after the call
**Troubleshooting**: To solve the issue customer has to restart the headset
**Current status**: Transferring to country partner

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Marco Marovino, Oct 7, 2021, 15:40 UTC

Hi,

When receiving a call externally from our switchboard, during the conversation a continuous beep remains, Also after terminate the call. The problem is solved only after turning off the headset.

This problem seems to be fixed after updating the firmware to the previous version, but on the next update it recurred.

I have also tried uninstalling skype for business 2016, as we currently.

Do you have any suggestions?

The version software and firmware this is currently.

![](https://eposaudio.zendesk.com/attachments/token/KGbIG9EXZTID3iSpdUc9knhJY/?name=image001.png)

Thanks

**Marco Marovino**

Sistemi ICT

Direzione ICT e Organizzazione

[email-masked]

**GENERALFINANCE S.p.A.**

MILANO, Via Giorgio Stephenson n.43A, MI-20157 ![](https://generalweb.generalfinance.it/Styles/img/target.png)

BIELLA,Via Carso n.36, BI-13900 ![](https://generalweb.generalfinance.it/Styles/img/target.png)

+39 02 87158048 | +39 015 8484301

Mob. +39 366 3557159

www.generalfinance.it

![](https://generalweb.generalfinance.it/Styles/img/linkedin.jpg)

_________________________________________________
GENERALFINANCE S.p.A. - Messaggio di Riservatezza
Il presente messaggio, inclusi gli allegati, contiene informazioni strettamente riservate e confidenziali, la cui comunicazione o diffusione a terzi e' vietata, salvo che non siano state espressamente autorizzate.
Se aveste ricevuto questa e-mail per errore, Vi preghiamo di darne immediata comunicazione al mittente e di cancellarne ogni evidenza dai Vostri sistemi, senza farne copia, rivelazione, diffusione, inoltro a terzi, conservazione o uso in alcun modo.

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