Subject: D 10 Phone / CEHS-PA 01, Panasonic kx-hdv230, Connection being lost
From: EPOS Global Support <[email-masked]>
Cc: Ismael Zakaria <[email-masked]>
Date: Mon, 25 Oct 2021 07:58:26 +0000

You are registered as a CC on this support request (173226). Reply to this email to add a comment to the request.

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Mischa Vroegop, Oct 25, 2021, 7:58 UTC

Hi Ismael,

Thanks. I do not want to buy a new product, as the old one does not work and I am afraid the new one will not work either.

Double money to throw away? Unless you can guarantee me that you will get it to work OR give a refund if not?

Met vriendelijke groet en blijf gezond, with kind regards and stay healthy,

**Mischa Vroegop**

**_Let op_****_: planningen én materiaalprijsstijgingen lopen uit de hand!_**

_Het is momenteel niet mogelijk om op voorhand iets zinnigs te zeggen over levertijden en tarieven voor nieuwe projecten. Dit geldt voor alle grafische producten, maar met name verpakkingen, drukwerk en verpakkingstape. Er zijn tekorten (papier, karton en kunststoffen) en er is een overschot aan werk in een overspannen markt. Resources kraken onder het continue productiegeweld – met onverwachte uitval van mens en machines tot gevolg. Planningen staan onder druk en prijsafspraken kunnen niet altijd meer gehandhaafd worden._

_Levertijden lopen momenteel op tot 14-16 weken (tape), 10-20 weken (karton) en 10 weken (drukwerk)._

Met andere woorden: **plan opdrachten tijdig in en houd jezelf en/of klant aan planningen!**

**Attention: planning and material price increases are getting out of hand!**

It is currently not possible to say anything sensible in advance about delivery times and rates for new projects. This applies to all graphic products, especially packaging, printing and packaging tape. There are shortages (paper, cardboard and plastics) and there is a surplus of work in an overstrained market. Resources crack under the continuous violence of production – resulting in unexpected failures of people and machines. Production schedules are under pressure and price agreements can no longer be guaranteed. Delivery times are currently up to 16 weeks (tape), 10-20 weeks (cardboard) and 10 weeks (printing)._In other words: plan your orders on time and keep yourself and/or customer on schedule!_

**_Incido grafisch advies-, inkoop- en productieburo_**

_Liessentstraat 11, 5408 SB, Volkel (gem. Uden)_

_Postbus 218, 5400 AE, Uden_

_Tel.: (0413) 25 32 25, fax: (0413) 27 19 17_

**_BEZOEK ONZE WEBSITE:_**_https://www.incido.nl_

**AL 25 JAAR GEMAK EN RUST VOOR GRAFISCH INKOPERS**

![facebook_32](https://eposaudio.zendesk.com/attachments/token/GnsfE07s5aNNkLreR8uMtAdWa/?name=image001.png) ![twitter_32](https://eposaudio.zendesk.com/attachments/token/sH5UH6nPkdhc4iRLOU9Nlxicl/?name=image002.png)

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Ismael Zakaria, Oct 22, 2021, 13:26 UTC (private)

**_NEXT ACTION_**

**What**: Customer to purchase a new cable as the device is out of warranty
**Who**: Mischa
**When**: 27/10/2021

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Ismael Zakaria, Oct 22, 2021, 13:25 UTC

Dear Mischa,

We hope you are doing well.

Did you get the chance to read our last message?

We have verified and your product is no longer under warranty.

Could you please purchase the cable CEHS-PA 01 Article Number 1000715 and connect it to your phone ?

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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Ismael Zakaria, Oct 19, 2021, 12:28 UTC (private)

**_NEXT ACTION_**

**What**: Customer to purchase a new cable as the device is out of warranty
**Who**: Mischa
**When**: 22/10/2021

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Ismael Zakaria, Oct 19, 2021, 12:27 UTC

Dear Mischa,

Thank you for your message.

We have verified and your product is no longer under warranty.

Could you please purchase the cable CEHS-PA 01 Article Number 1000715 and connect it to your phone ?

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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Mischa Vroegop, Oct 19, 2021, 11:58 UTC

Hi Ismael,

Of course, please see attached?

Met vriendelijke groet en blijf gezond, with kind regards and stay healthy,

**Mischa Vroegop**

**_Let op_****_: planningen én materiaalprijsstijgingen lopen uit de hand!_**

_Het is momenteel niet mogelijk om op voorhand iets zinnigs te zeggen over levertijden en tarieven voor nieuwe projecten. Dit geldt voor alle grafische producten, maar met name verpakkingen, drukwerk en verpakkingstape. Er zijn tekorten (papier, karton en kunststoffen) en er is een overschot aan werk in een overspannen markt. Resources kraken onder het continue productiegeweld – met onverwachte uitval van mens en machines tot gevolg. Planningen staan onder druk en prijsafspraken kunnen niet altijd meer gehandhaafd worden._

_Levertijden lopen momenteel op tot 14-16 weken (tape), 10-20 weken (karton) en 10 weken (drukwerk)._

Met andere woorden: **plan opdrachten tijdig in en houd jezelf en/of klant aan planningen!**

**Attention: planning and material price increases are getting out of hand!**

It is currently not possible to say anything sensible in advance about delivery times and rates for new projects. This applies to all graphic products, especially packaging, printing and packaging tape. There are shortages (paper, cardboard and plastics) and there is a surplus of work in an overstrained market. Resources crack under the continuous violence of production – resulting in unexpected failures of people and machines. Production schedules are under pressure and price agreements can no longer be guaranteed. Delivery times are currently up to 16 weeks (tape), 10-20 weeks (cardboard) and 10 weeks (printing)._In other words: plan your orders on time and keep yourself and/or customer on schedule!_

**_Incido grafisch advies-, inkoop- en productieburo_**

_Liessentstraat 11, 5408 SB, Volkel (gem. Uden)_

_Postbus 218, 5400 AE, Uden_

_Tel.: (0413) 25 32 25, fax: (0413) 27 19 17_

**_BEZOEK ONZE WEBSITE:_**_https://www.incido.nl_

**AL 25 JAAR GEMAK EN RUST VOOR GRAFISCH INKOPERS**

![facebook_32](https://eposaudio.zendesk.com/attachments/token/s0mO9N9eZv2dzI3ToNcUGCPw6/?name=image001.png) ![twitter_32](https://eposaudio.zendesk.com/attachments/token/itf41NdEiO0AE4tNTmsZ0GfcW/?name=image002.png)

Attachment(s):
Headsetwinkel - kommago.nl.pdf - https://eposaudio.zendesk.com/attachments/token/Dk9gIw10ZdUsALL2cuHAMk9Hq/?name=Headsetwinkel+-+kommago.nl.pdf

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Ismael Zakaria, Oct 19, 2021, 10:00 UTC (private)

**_NEXT ACTION_**

**What**: Gathering POP for RMA request of the cable
**Who**: Mischa
**When**: 22/10/2021

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Ismael Zakaria, Oct 19, 2021, 9:59 UTC

Dear Mischa,

Thank you for your patience.

We have tried to call you but you were not available.

We did the tests on our side and the connection was stable.

We have noticed from the article number that you are using a cable from an old batch (Article number 506077), so we will check for the replacement of the cable with another cable from the new batch (Article Number 1000715).

Could you please provide us with the invoice of your headset ?

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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

Ismael Zakaria, Oct 19, 2021, 9:54 UTC (private)

Total Duration 19
Disposition : Successful Call
Description:  Customer is not available   
URL:

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Hamed Rahnama, Oct 19, 2021, 9:10 UTC (private)

**Ismael Zakaria**​

I reproduced the case in LAB and the connection was stable

I realized there is a JIRA case for the CEHS-PA 01 and they have upgraded the new batch of CEHS-PA 01 so if it is possible to replace with new batch.
As can be seen the adaptor serial number is 0019 that back to 2019 we need to check with 2020 or 2021 version.

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Mischa Vroegop, Oct 13, 2021, 7:25 UTC

Hi Ismael,

Thanks for your reply.

No problem, I’ll wait. Have a nice day!

Met vriendelijke groet en blijf gezond, with kind regards and stay healthy,

**Mischa Vroegop**

**_Let op_****_: planningen én materiaalprijsstijgingen lopen uit de hand!_**

_Het is momenteel niet mogelijk om op voorhand iets zinnigs te zeggen over levertijden en tarieven voor nieuwe projecten. Dit geldt voor alle grafische producten, maar met name verpakkingen, drukwerk en verpakkingstape. Er zijn tekorten (papier, karton en kunststoffen) en er is een overschot aan werk in een overspannen markt. Resources kraken onder het continue productiegeweld – met onverwachte uitval van mens en machines tot gevolg. Planningen staan onder druk en prijsafspraken kunnen niet altijd meer gehandhaafd worden._

_Levertijden lopen momenteel op tot 14-16 weken (tape), 10-20 weken (karton) en 10 weken (drukwerk)._

Met andere woorden: **plan opdrachten tijdig in en houd jezelf en/of klant aan planningen!**

**Attention: planning and material price increases are getting out of hand!**

It is currently not possible to say anything sensible in advance about delivery times and rates for new projects. This applies to all graphic products, especially packaging, printing and packaging tape. There are shortages (paper, cardboard and plastics) and there is a surplus of work in an overstrained market. Resources crack under the continuous violence of production – resulting in unexpected failures of people and machines. Production schedules are under pressure and price agreements can no longer be guaranteed. Delivery times are currently up to 16 weeks (tape), 10-20 weeks (cardboard) and 10 weeks (printing)._In other words: plan your orders on time and keep yourself and/or customer on schedule!_

**_Incido grafisch advies-, inkoop- en productieburo_**

_Liessentstraat 11, 5408 SB, Volkel (gem. Uden)_

_Postbus 218, 5400 AE, Uden_

_Tel.: (0413) 25 32 25, fax: (0413) 27 19 17_

**_BEZOEK ONZE WEBSITE:_**_https://www.incido.nl_

**AL 25 JAAR GEMAK EN RUST VOOR GRAFISCH INKOPERS**

![facebook_32](https://eposaudio.zendesk.com/attachments/token/MzneYQvTLsBMLReuR0CFYy09q/?name=image001.png) ![twitter_32](https://eposaudio.zendesk.com/attachments/token/YMPuThPfe8CM6dna79JRqWq5w/?name=image002.png)

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Ismael Zakaria, Oct 13, 2021, 7:14 UTC (private)

**_LEVEL 1 TRANSFER TO LEVEL 2_**

**Company Name**: INCIDO
**Contact person**: Mischa Vroegop
**Phone**: +31413253225
**Email**: [email-masked]
**Product name**: D 10 Phone FW 181, CEHS-PA 01
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Panasonic kx-hdv230, Netgear GS724T
**Issue**: The connection being lost between the headset and the base station when customer is already on call and a second call comes in. Customer needs to press once again the hook button to reestablish the connection with the headset.
**Troubleshooting**:
- Check on auto link and manual link issue is the same
- The headset is directly connected to the phone
- Captured DIP switched 1 down rest up
- Asked customer to put all DIP switches down, ABC on A but customer is having the same problem
- Reset done
- Tested the headset on another Panasonic kx-hdv230 same issue
**Current status**:  Asked customer to check with another CEHS PA 01 but customer has only one cable.
L2 to replicate the issue and advise. We got the same case many times now, is it a quality case ?

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Ismael Zakaria, Oct 13, 2021, 7:04 UTC

Dear Mischa,

Thank you for your message.

We will escalate this and do more testing and update you again.

Sorry for the time taken to resolve this issue we hope to find a fix quickly.

You can reach us by replying to this email or by calling us from Monday to Friday between 8 AM to 5 PM on our **support number +31 (0) 2080 80956**

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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

Mischa Vroegop, Oct 12, 2021, 11:24 UTC

Dear Ismael,

Unfortunately I do not have another cable to test with.

Firmware-version of the phone is HDV230/08.101

Please let me know?

Met vriendelijke groet en blijf gezond, with kind regards and stay healthy,

**Mischa Vroegop**

**_Let op_****_: planningen én materiaalprijsstijgingen lopen uit de hand!_**

_Het is momenteel niet mogelijk om op voorhand iets zinnigs te zeggen over levertijden en tarieven voor nieuwe projecten. Dit geldt voor alle grafische producten, maar met name verpakkingen, drukwerk en verpakkingstape. Er zijn tekorten (papier, karton en kunststoffen) en er is een overschot aan werk in een overspannen markt. Resources kraken onder het continue productiegeweld – met onverwachte uitval van mens en machines tot gevolg. Planningen staan onder druk en prijsafspraken kunnen niet altijd meer gehandhaafd worden._

_Levertijden lopen momenteel op tot 14-16 weken (tape), 10-20 weken (karton) en 10 weken (drukwerk)._

Met andere woorden: **plan opdrachten tijdig in en houd jezelf en/of klant aan planningen!**

**Attention: planning and material price increases are getting out of hand!**

It is currently not possible to say anything sensible in advance about delivery times and rates for new projects. This applies to all graphic products, especially packaging, printing and packaging tape. There are shortages (paper, cardboard and plastics) and there is a surplus of work in an overstrained market. Resources crack under the continuous violence of production – resulting in unexpected failures of people and machines. Production schedules are under pressure and price agreements can no longer be guaranteed. Delivery times are currently up to 16 weeks (tape), 10-20 weeks (cardboard) and 10 weeks (printing)._In other words: plan your orders on time and keep yourself and/or customer on schedule!_

**_Incido grafisch advies-, inkoop- en productieburo_**

_Liessentstraat 11, 5408 SB, Volkel (gem. Uden)_

_Postbus 218, 5400 AE, Uden_

_Tel.: (0413) 25 32 25, fax: (0413) 27 19 17_

**_BEZOEK ONZE WEBSITE:_**_https://www.incido.nl_

**AL 25 JAAR GEMAK EN RUST VOOR GRAFISCH INKOPERS**

![facebook_32](https://eposaudio.zendesk.com/attachments/token/9rDQhhEB4PwEVaKsiFAI43Mh4/?name=image001.png) ![twitter_32](https://eposaudio.zendesk.com/attachments/token/p6qZUYZyJZSUEJddSyvfwJu6D/?name=image002.png)

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Ismael Zakaria, Oct 12, 2021, 7:14 UTC (private)

**_NEXT ACTION Follow up_**

**What**: Customer to cross test another CEHS-PA 01 cable and provide firmware of the telephone
**Who**: Mischa
**When**: 15/10/2021

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Ismael Zakaria, Oct 12, 2021, 7:13 UTC

Dear Mischa,

We would like to refer to your **support ticket number 173226** which you have requested with us on 14/09/2021.

Since our last correspondence, we have not received your response yet and would like to follow up with you. Please let us know if you have any further questions or concerns, we would appreciate a quick reply on your side.

You can reach us by replying to this email or by calling us from Monday to Friday between 8 AM to 5 PM on our **support number +31 (0) 2080 80956**

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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Ismael Zakaria, Oct 7, 2021, 6:50 UTC (private)

**_NEXT ACTION_**

**What**: Customer to cross test another CEHS-PA 01 cable and provide firmware of the telephone
**Who**: Mischa
**When**: 12/10/2021

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Ismael Zakaria, Oct 7, 2021, 6:50 UTC

Dear Mischa,

Thank you for your try.

This is very unfortunate sorry again.

The correct settings is all DIP switches down and ABC on A.
But as you still have the same problem, do you have another cable  CEHS-PA 01 to test ?
Please make sure the phone and the headset are restarted.

If the issue is the same, please provide us with the firmware version of your Panasonic phone, we will check some tests.

We will close this ticket for now, but just reply back to my last message to re-open it or just call us on our support number +31 (0) 2080 80956

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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

Ismael Zakaria, Oct 7, 2021, 6:46 UTC (private)

**_Case summary_**

**Company Name**: INCIDO
**Contact person**: Mischa Vroegop
**Phone**: +31413253225
**Email**: [email-masked]
**Product name**: D 10 Phone FW 181, CEHS-PA 01
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Panasonic kx-hdv230, Netgear GS724T
**Issue**: The connection being lost between the headset and the base station when customer is already on call and a second call comes in their line. Customer needs to press once again the hook button to reestablish the connection with the headset
**Troubleshooting**:
- Check on auto link and manual link issue is the same
- The headset is directly connected to the phone
- Captured DIP switched 1 down rest up
- Asked customer to put all DIP switches down, ABC on A but customer is having the same problem
**Current status**:  Customer to cross test another CEHS-PA 01 cable

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Mischa Vroegop, Oct 6, 2021, 14:23 UTC

Hi Ismael,

Now I found some time to test again.

Herby your proposal;

-Put all the DIP Switched 1 to 6 down.
-Now use the ABC Dip on A restart the base station and tell us how it works
I did this: all DIP switches are down now, ABC was already on A, restarted it.

Tested again. Same problem!!

-If the issue is still there put the ABC switch on C and check again

I did this: all DIP switches are still down, ABC switched to C, restarted it.

I do not hear any sound on the headset now. So could not test this.

What to do now?

Met vriendelijke groet en blijf gezond, with kind regards and stay healthy,

**Mischa Vroegop**

**_Let op_****_: planningen én materiaalprijsstijgingen lopen uit de hand!_**

_Het is momenteel niet mogelijk om op voorhand iets zinnigs te zeggen over levertijden en tarieven voor nieuwe projecten. Dit geldt voor alle grafische producten, maar met name verpakkingen, drukwerk en verpakkingstape. Er zijn tekorten (papier, karton en kunststoffen) en er is een overschot aan werk in een overspannen markt. Resources kraken onder het continue productiegeweld – met onverwachte uitval van mens en machines tot gevolg. Planningen staan onder druk en prijsafspraken kunnen niet altijd meer gehandhaafd worden._

_Levertijden lopen momenteel op tot 14-16 weken (tape), 10-20 weken (karton) en 10 weken (drukwerk)._

Met andere woorden: **plan opdrachten tijdig in en houd jezelf en/of klant aan planningen!**

**Attention: planning and material price increases are getting out of hand!**

It is currently not possible to say anything sensible in advance about delivery times and rates for new projects. This applies to all graphic products, especially packaging, printing and packaging tape. There are shortages (paper, cardboard and plastics) and there is a surplus of work in an overstrained market. Resources crack under the continuous violence of production – resulting in unexpected failures of people and machines. Production schedules are under pressure and price agreements can no longer be guaranteed. Delivery times are currently up to 16 weeks (tape), 10-20 weeks (cardboard) and 10 weeks (printing)._In other words: plan your orders on time and keep yourself and/or customer on schedule!_

**_Incido grafisch advies-, inkoop- en productieburo_**

_Liessentstraat 11, 5408 SB, Volkel (gem. Uden)_

_Postbus 218, 5400 AE, Uden_

_Tel.: (0413) 25 32 25, fax: (0413) 27 19 17_

**_BEZOEK ONZE WEBSITE:_**_https://www.incido.nl_

**AL 25 JAAR GEMAK EN RUST VOOR GRAFISCH INKOPERS**

![facebook_32](https://eposaudio.zendesk.com/attachments/token/fS52XvEhkxXDqBYPqfSwok0JR/?name=image001.png) ![twitter_32](https://eposaudio.zendesk.com/attachments/token/G9RgxBfmJjNe4eFBtR3fBxMtQ/?name=image002.png)

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Ismael Zakaria, Oct 1, 2021, 10:54 UTC (private)

**_CLOSING STATEMENT_**

**Problem**: The connection being lost between the headset and the base station when customer is already on call and a second call comes in their line. Customer needs to press once again the hook button to reestablish the connection with the headset
**Solution**: Customer to put all DIP switches down and check ABC dip on A and C

Closing case.

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Ismael Zakaria, Oct 1, 2021, 10:53 UTC

Dear Mischa,

Thank you for your reply.

Please do that as soon as you are free, not a problem.

We will close this ticket for now, but just reply back to my last message to re-open it or just call us on our support number +31 (0) 2080 80956

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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

Mischa Vroegop, Oct 1, 2021, 8:59 UTC

Hi Ismael,

Ah now I understands, think you tried to call me?

Sorry the line was terrible. Could not hear anything more than some noise. And I was in a meeting.

For your answer please give me some more time I could not test it.

I’m very busy and working with some new colleagues so running around whole day.

Will try to do your new tests next week and will reply to your former mail. Thanks a lot.

Met vriendelijke groet en blijf gezond, with kind regards and stay healthy,

**Mischa Vroegop**

**_Let op_****_: planningen én materiaalprijsstijgingen lopen uit de hand!_**

_Het is momenteel niet mogelijk om op voorhand iets zinnigs te zeggen over levertijden en tarieven voor nieuwe projecten. Dit geldt voor alle grafische producten, maar met name verpakkingen, drukwerk en verpakkingstape. Er zijn tekorten (papier, karton en kunststoffen) en er is een overschot aan werk in een overspannen markt. Resources kraken onder het continue productiegeweld – met onverwachte uitval van mens en machines tot gevolg. Planningen staan onder druk en prijsafspraken kunnen niet altijd meer gehandhaafd worden._

_Levertijden lopen momenteel op tot 14-16 weken (tape), 10-20 weken (karton) en 10 weken (drukwerk)._

Met andere woorden: **plan opdrachten tijdig in en houd jezelf en/of klant aan planningen!**

**Attention: planning and material price increases are getting out of hand!**

It is currently not possible to say anything sensible in advance about delivery times and rates for new projects. This applies to all graphic products, especially packaging, printing and packaging tape. There are shortages (paper, cardboard and plastics) and there is a surplus of work in an overstrained market. Resources crack under the continuous violence of production – resulting in unexpected failures of people and machines. Production schedules are under pressure and price agreements can no longer be guaranteed. Delivery times are currently up to 16 weeks (tape), 10-20 weeks (cardboard) and 10 weeks (printing)._In other words: plan your orders on time and keep yourself and/or customer on schedule!_

**_Incido grafisch advies-, inkoop- en productieburo_**

_Liessentstraat 11, 5408 SB, Volkel (gem. Uden)_

_Postbus 218, 5400 AE, Uden_

_Tel.: (0413) 25 32 25, fax: (0413) 27 19 17_

**_BEZOEK ONZE WEBSITE:_**_https://www.incido.nl_

**AL 25 JAAR GEMAK EN RUST VOOR GRAFISCH INKOPERS**

![facebook_32](https://eposaudio.zendesk.com/attachments/token/f0gDugc9WCijCELPpjWxPnl69/?name=image001.png) ![twitter_32](https://eposaudio.zendesk.com/attachments/token/fjqFdBbNMImI9S8CxwQdkVzkV/?name=image002.png)

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

Ismael Zakaria, Oct 1, 2021, 7:46 UTC (private)

**_NEXT ACTION follow up_**

**What**: Asking customer to put all DIP switches down and check ABC dip on A and C
**Who**: Mischa
**When**: 06/10/2021

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

Ismael Zakaria, Oct 1, 2021, 7:45 UTC

Dear Mischa,

We hope you are doing great.

Can you please tell us if the headset is working fine now ?

Have a great day ahead!

Best regards,
Ismael Zakaria
EPOS Global Support

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

Ismael Zakaria, Oct 1, 2021, 7:44 UTC (private)

Total Duration 10
Disposition : Attempting Contact
Description:    
URL:

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

Ismael Zakaria, Oct 1, 2021, 7:44 UTC (private)

Total Duration 9
Disposition : Attempting Contact
Description:    
URL:

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

Ismael Zakaria, Oct 1, 2021, 7:43 UTC (private)

Total Duration 31
Disposition : Successful Call
Description:    
URL:

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

Ismael Zakaria, Sep 27, 2021, 11:38 UTC (private)

**_NEXT ACTION_**

**What**: Asking customer to put all DIP switches down and check ABC dip on A and C
**Who**: Mischa
**When**: 30/09/2021

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

Ismael Zakaria, Sep 27, 2021, 11:37 UTC

Dear Mischa,

Thank you for your message.

I will be waiting for your feedback or if necessary I will follow up with you if I do not have any response.

Have a great day ahead!

Best regards,
Ismael Zakaria
EPOS Global Support

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

Mischa Vroegop, Sep 27, 2021, 10:44 UTC

Hi Ismael,

Thanks a lot. Please give me some time for this. I appreciate your urge!!

I’m really extremely busy so I need to plan those tests between all other things.

You’re on my list, thanks a lot,

Met vriendelijke groet en blijf gezond, with kind regards and stay healthy,

**Mischa Vroegop**

**_Let op_****_: planningen én materiaalprijsstijgingen lopen uit de hand!_**

_Het is momenteel niet mogelijk om op voorhand iets zinnigs te zeggen over levertijden en tarieven voor nieuwe projecten. Dit geldt voor alle grafische producten, maar met name verpakkingen, drukwerk en verpakkingstape. Er zijn tekorten (papier, karton en kunststoffen) en er is een overschot aan werk in een overspannen markt. Resources kraken onder het continue productiegeweld – met onverwachte uitval van mens en machines tot gevolg. Planningen staan onder druk en prijsafspraken kunnen niet altijd meer gehandhaafd worden._

_Levertijden lopen momenteel op tot 14-16 weken (tape), 10-20 weken (karton) en 10 weken (drukwerk)._

Met andere woorden: **plan opdrachten tijdig in en houd jezelf en/of klant aan planningen!**

**Attention: planning and material price increases are getting out of hand!**

It is currently not possible to say anything sensible in advance about delivery times and rates for new projects. This applies to all graphic products, especially packaging, printing and packaging tape. There are shortages (paper, cardboard and plastics) and there is a surplus of work in an overstrained market. Resources crack under the continuous violence of production – resulting in unexpected failures of people and machines. Production schedules are under pressure and price agreements can no longer be guaranteed. Delivery times are currently up to 16 weeks (tape), 10-20 weeks (cardboard) and 10 weeks (printing)._In other words: plan your orders on time and keep yourself and/or customer on schedule!_

**_Incido grafisch advies-, inkoop- en productieburo_**

_Liessentstraat 11, 5408 SB, Volkel (gem. Uden)_

_Postbus 218, 5400 AE, Uden_

_Tel.: (0413) 25 32 25, fax: (0413) 27 19 17_

**_BEZOEK ONZE WEBSITE:_**_https://www.incido.nl_

**AL 25 JAAR GEMAK EN RUST VOOR GRAFISCH INKOPERS**

![facebook_32](https://eposaudio.zendesk.com/attachments/token/SpAdKl5tzO1yCFKaA7TKIRMtR/?name=image001.png) ![twitter_32](https://eposaudio.zendesk.com/attachments/token/V7GTiB7K3QIRKEfdDQxW308ut/?name=image002.png)

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

Ismael Zakaria, Sep 27, 2021, 9:13 UTC (private)

**_NEXT ACTION_**

**What**: Asking customer to put all DIP switches down and check ABC dip on A and C
**Who**: Mischa
**When**: 30/09/2021

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

Ismael Zakaria, Sep 27, 2021, 9:13 UTC

Dear Mischa,

We hope you are doing great.

We have tried to call you but you were on a meeting.

Did you read our last message ?

We have verified the connections and we proposed you to use the following settings :

- Put all the DIP Switches from 1 to 6 down.
- Now use the ABC Dip on A restart the base station and tell us how it works
- If the issue is still there put the ABC switch on C and check again

Do not forget to restart the base station when you change the settings.

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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

Ismael Zakaria, Sep 27, 2021, 8:59 UTC (private)

OB Call

M. Mischa is on meeting. Left a message that I will send him a message.

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

Ismael Zakaria, Sep 23, 2021, 8:16 UTC (private)

**_NEXT ACTION_**

**What**: Asking customer to put all DIP switches down and check ABC dip on A and C
**Who**: Mischa
**When**: 28/09/2021

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

Ismael Zakaria, Sep 23, 2021, 8:05 UTC

Dear Mischa,

Thank you for your patience.

We have verified and we proposed you to use the following settings :

- Put all the DIP Switched 1 to 6 down.
- Now use the ABC Dip on A restart the base station and tell us how it works
- If the issue is still there put the ABC switch on C and check again

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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

Ismael Zakaria, Sep 23, 2021, 8:03 UTC (private)

**_Case summary_**

**Company Name**: INCIDO
**Contact person**: Mischa Vroegop
**Phone**: +31413253225
**Email**: [email-masked]
**Product name**: D 10 Phone FW 181, CEHS-PA 01
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Panasonic kx-hdv230, Netgear GS724T
**Issue**: The connection being lost between the headset and the base station when customer is already on call and a second call comes in their line. Customer needs to press once again the hook button to reestablish the connection with the headset
**Troubleshooting**:
- Check on auto link and manual link issue is the same
- The headset is directly connected to the phone
- Captured DIP switched 1 down rest up
**Current status**:  Asking customer to put all DIP switches down and check ABC dip on A and C

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

Ismael Zakaria, Sep 22, 2021, 14:55 UTC

Dear Mischa,

Thank you for your help .

We will verify and update you sooner.

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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

Mischa Vroegop, Sep 22, 2021, 8:33 UTC

Hi Ismael,

It’s a lot of work this way.

Hereby pics. Most information was already known (dipswitch, connector, etc.).

Hope this helps,

Met vriendelijke groet en blijf gezond, with kind regards and stay healthy,

**Mischa Vroegop**

**_Let op_****_: planningen én materiaalprijsstijgingen lopen uit de hand!_**

_Het is momenteel niet mogelijk om op voorhand iets zinnigs te zeggen over levertijden en tarieven voor nieuwe projecten. Dit geldt voor alle grafische producten, maar met name verpakkingen, drukwerk en verpakkingstape. Er zijn tekorten (papier, karton en kunststoffen) en er is een overschot aan werk in een overspannen markt. Resources kraken onder het continue productiegeweld – met onverwachte uitval van mens en machines tot gevolg. Planningen staan onder druk en prijsafspraken kunnen niet altijd meer gehandhaafd worden._

_Levertijden lopen momenteel op tot 14-16 weken (tape), 10-20 weken (karton) en 10 weken (drukwerk)._

Met andere woorden: **plan opdrachten tijdig in en houd jezelf en/of klant aan planningen!**

**Attention: planning and material price increases are getting out of hand!**

It is currently not possible to say anything sensible in advance about delivery times and rates for new projects. This applies to all graphic products, especially packaging, printing and packaging tape. There are shortages (paper, cardboard and plastics) and there is a surplus of work in an overstrained market. Resources crack under the continuous violence of production – resulting in unexpected failures of people and machines. Production schedules are under pressure and price agreements can no longer be guaranteed. Delivery times are currently up to 16 weeks (tape), 10-20 weeks (cardboard) and 10 weeks (printing)._In other words: plan your orders on time and keep yourself and/or customer on schedule!_

**_Incido grafisch advies-, inkoop- en productieburo_**

_Liessentstraat 11, 5408 SB, Volkel (gem. Uden)_

_Postbus 218, 5400 AE, Uden_

_Tel.: (0413) 25 32 25, fax: (0413) 27 19 17_

**_BEZOEK ONZE WEBSITE:_**_https://www.incido.nl_

**AL 25 JAAR GEMAK EN RUST VOOR GRAFISCH INKOPERS**

![facebook_32](https://eposaudio.zendesk.com/attachments/token/QYk0Cd2arOIdf08pc0X0bks4f/?name=image001.png) ![twitter_32](https://eposaudio.zendesk.com/attachments/token/ZyuW0C7g8jhryvk1ufZrGXgWA/?name=image002.png)

Attachment(s):
IMG_20210922_102437.jpg - https://eposaudio.zendesk.com/attachments/token/NmAL0HgMFkgeJ1HnIRuvpDDy5/?name=IMG_20210922_102437.jpgIMG_20210922_102613.jpg - https://eposaudio.zendesk.com/attachments/token/FbB9bASEER6NmcoWlk8KG1Osb/?name=IMG_20210922_102613.jpgIMG_20210922_102348.jpg - https://eposaudio.zendesk.com/attachments/token/h4OARC6ABlSqPc41Iu3bXH7qO/?name=IMG_20210922_102348.jpgIMG_20210922_102636.jpg - https://eposaudio.zendesk.com/attachments/token/efgKrMlGIqkV8FY2ih3WQPCrC/?name=IMG_20210922_102636.jpgIMG_20210922_102701.jpg - https://eposaudio.zendesk.com/attachments/token/f8avboxxtxjaKOgv42kFZJN6e/?name=IMG_20210922_102701.jpgIMG_20210922_102617.jpg - https://eposaudio.zendesk.com/attachments/token/dPhHcu7Pbrfycox00KpIF3hks/?name=IMG_20210922_102617.jpg

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

Ismael Zakaria, Sep 22, 2021, 7:56 UTC

Dear Mischa,

Thank you for helping us to solve this issue.

Can you please confirm that the headset is directly connected to the telephone without using any 3rd party device ?

Please provide us with pictures of the different connection :

- Picture of the dip switches
- Picture of the connection on the base station
- Picture of the connection on the Panasonic phone
- Picture of how the phone or the headset is connected to the switch board.

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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

Ismael Zakaria, Sep 22, 2021, 7:52 UTC (private)

**_CASE SUMMARY_**

**Company Name**: INCIDO
**Contact person**: Mischa Vroegop
**Phone**: +31413253225
**Email**: [email-masked]
**Product name**: D 10 Phone FW 181, CEHS-PA 01
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Panasonic kx-hdv230, Netgear GS724T
**Issue**: The connection being lost between the headset and the base station when customer is already on call and a second call comes in their line. Customer needs to press once again the hook button to reestablish the connection with the headset
**Troubleshooting**:
- Check on audio link and manual link issue is the same
- Customer has tested the headset on different desk phones same model
**Current status**:  Asking for pictures of the connection and customer to confirm the headset is directly connected to the telephone without using a switch

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

Mischa Vroegop, Sep 21, 2021, 15:39 UTC

Hi Ismael,

Tried this option too. Makes no difference.

Problem stays the same. Tested with several setups and phones.

Any ideas what now?

Met vriendelijke groet en blijf gezond, with kind regards and stay healthy,

**Mischa Vroegop**

**_Let op_****_: planningen én materiaalprijsstijgingen lopen uit de hand!_**

_Het is momenteel niet mogelijk om op voorhand iets zinnigs te zeggen over levertijden en tarieven voor nieuwe projecten. Dit geldt voor alle grafische producten, maar met name verpakkingen, drukwerk en verpakkingstape. Er zijn tekorten (papier, karton en kunststoffen) en er is een overschot aan werk in een overspannen markt. Resources kraken onder het continue productiegeweld – met onverwachte uitval van mens en machines tot gevolg. Planningen staan onder druk en prijsafspraken kunnen niet altijd meer gehandhaafd worden._

_Levertijden lopen momenteel op tot 14-16 weken (tape), 10-20 weken (karton) en 10 weken (drukwerk)._

Met andere woorden: **plan opdrachten tijdig in en houd jezelf en/of klant aan planningen!**

**Attention: planning and material price increases are getting out of hand!**

It is currently not possible to say anything sensible in advance about delivery times and rates for new projects. This applies to all graphic products, especially packaging, printing and packaging tape. There are shortages (paper, cardboard and plastics) and there is a surplus of work in an overstrained market. Resources crack under the continuous violence of production – resulting in unexpected failures of people and machines. Production schedules are under pressure and price agreements can no longer be guaranteed. Delivery times are currently up to 16 weeks (tape), 10-20 weeks (cardboard) and 10 weeks (printing)._In other words: plan your orders on time and keep yourself and/or customer on schedule!_

**_Incido grafisch advies-, inkoop- en productieburo_**

_Liessentstraat 11, 5408 SB, Volkel (gem. Uden)_

_Postbus 218, 5400 AE, Uden_

_Tel.: (0413) 25 32 25, fax: (0413) 27 19 17_

**_BEZOEK ONZE WEBSITE:_**_https://www.incido.nl_

**AL 25 JAAR GEMAK EN RUST VOOR GRAFISCH INKOPERS**

![facebook_32](https://eposaudio.zendesk.com/attachments/token/VM5l30vVLougj5QdrWdsQ5Dbg/?name=image001.png) ![twitter_32](https://eposaudio.zendesk.com/attachments/token/X0eDNatJFL6VukgM1ugShNe6e/?name=image002.png)

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

Mischa Vroegop, Sep 21, 2021, 15:23 UTC

Hi Ismael,

Yes I know. It’s a lot of work these tests, especially the one you have asked.

Have to move phone to another location for an outlet that’s not connected to the switch etc.

I am working on it now – at this moment.

I will test again and reply on the other mail.

Met vriendelijke groet en blijf gezond, with kind regards and stay healthy,

**Mischa Vroegop**

**_Let op_****_: planningen én materiaalprijsstijgingen lopen uit de hand!_**

_Het is momenteel niet mogelijk om op voorhand iets zinnigs te zeggen over levertijden en tarieven voor nieuwe projecten. Dit geldt voor alle grafische producten, maar met name verpakkingen, drukwerk en verpakkingstape. Er zijn tekorten (papier, karton en kunststoffen) en er is een overschot aan werk in een overspannen markt. Resources kraken onder het continue productiegeweld – met onverwachte uitval van mens en machines tot gevolg. Planningen staan onder druk en prijsafspraken kunnen niet altijd meer gehandhaafd worden._

_Levertijden lopen momenteel op tot 14-16 weken (tape), 10-20 weken (karton) en 10 weken (drukwerk)._

Met andere woorden: **plan opdrachten tijdig in en houd jezelf en/of klant aan planningen!**

**Attention: planning and material price increases are getting out of hand!**

It is currently not possible to say anything sensible in advance about delivery times and rates for new projects. This applies to all graphic products, especially packaging, printing and packaging tape. There are shortages (paper, cardboard and plastics) and there is a surplus of work in an overstrained market. Resources crack under the continuous violence of production – resulting in unexpected failures of people and machines. Production schedules are under pressure and price agreements can no longer be guaranteed. Delivery times are currently up to 16 weeks (tape), 10-20 weeks (cardboard) and 10 weeks (printing)._In other words: plan your orders on time and keep yourself and/or customer on schedule!_

**_Incido grafisch advies-, inkoop- en productieburo_**

_Liessentstraat 11, 5408 SB, Volkel (gem. Uden)_

_Postbus 218, 5400 AE, Uden_

_Tel.: (0413) 25 32 25, fax: (0413) 27 19 17_

**_BEZOEK ONZE WEBSITE:_**_https://www.incido.nl_

**AL 25 JAAR GEMAK EN RUST VOOR GRAFISCH INKOPERS**

![facebook_32](https://eposaudio.zendesk.com/attachments/token/30HckDSpnkqMtnW21BaUyt4J2/?name=image001.png) ![twitter_32](https://eposaudio.zendesk.com/attachments/token/OiUpohGsW9jMyXi19qajKY10K/?name=image002.png)

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

Ismael Zakaria, Sep 21, 2021, 11:53 UTC (private)

**_NEXT ACTION follow up_**

**What**: Customer to try the headset by using the telephone out of the switch
**Who**: Mischa
**When**: 24/09/2021

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

Ismael Zakaria, Sep 21, 2021, 11:53 UTC

Dear Mischa,

We would like to refer to your **support ticket number 173226** which you have requested with us on 14/09/2021.

Since our last correspondence, we have not received your response yet and would like to follow up with you. Please let us know if you have any further questions or concerns, we would appreciate a quick reply on your side.

You can reach us by replying to this email or by calling us from Monday to Friday between 8 AM to 5 PM on our **support number +31 (0) 2080 80956**

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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

Ismael Zakaria, Sep 16, 2021, 14:26 UTC (private)

**_NEXT ACTION_**

**What**: Customer to try the headset by using the telephone out of the switch
**Who**: Mischa
**When**: 21/09/2021

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

Ismael Zakaria, Sep 16, 2021, 13:54 UTC

Dear Mischa,

Thank you for your tries.

We are checking this, meanwhile could you please isolate one deskphone and the headset from the Netgear switch and tell us how it works when their is calls coming in when the headset is already busy on another call ?

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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

Mischa Vroegop, Sep 16, 2021, 12:22 UTC

Hi Ismael,

Thanks a lot until now, for your help.

I connected the headset to another Panasonic KX-HDV230.

The problem is exactly the same, so it looks like it’s not phone nor phone port related.

Do you have enough information to give further assistance?

Met vriendelijke groet en blijf gezond, with kind regards and stay healthy,

**Mischa Vroegop**

**_Let op_****_: planningen én materiaalprijsstijgingen lopen uit de hand!_**

_Het is momenteel niet mogelijk om op voorhand iets zinnigs te zeggen over levertijden en tarieven voor nieuwe projecten. Dit geldt voor alle grafische producten, maar met name verpakkingen, drukwerk en verpakkingstape. Er zijn tekorten (papier, karton en kunststoffen) en er is een overschot aan werk in een overspannen markt. Resources kraken onder het continue productiegeweld – met onverwachte uitval van mens en machines tot gevolg. Planningen staan onder druk en prijsafspraken kunnen niet altijd meer gehandhaafd worden._

_Levertijden lopen momenteel op tot 14 weken (tape), 12 weken (karton) en 10 weken (drukwerk)._

Met andere woorden: **plan opdrachten tijdig in en houd jezelf en/of klant aan planningen!**

**Attention: planning and material price increases are getting out of hand!**

It is currently not possible to say anything sensible in advance about delivery times and rates for new projects. This applies to all graphic products, especially packaging, printing and packaging tape. There are shortages (paper, cardboard and plastics) and there is a surplus of work in an overstrained market. Resources crack under the continuous violence of production – resulting in unexpected failures of people and machines. Production schedules are under pressure and price agreements can no longer be guaranteed. Delivery times are currently up to 14 weeks (tape), 12 weeks (cardboard) and 10 weeks (printed)._In other words: register your orders on time and keep yourself and/or customer on schedule!_

**_Incido grafisch advies-, inkoop- en productieburo_**

_Liessentstraat 11, 5408 SB, Volkel (gem. Uden)_

_Postbus 218, 5400 AE, Uden_

_Tel.: (0413) 25 32 25, fax: (0413) 27 19 17_

**_BEZOEK ONZE WEBSITE:_**_https://www.incido.nl_

**AL 25 JAAR GEMAK EN RUST VOOR GRAFISCH INKOPERS**

![facebook_32](https://eposaudio.zendesk.com/attachments/token/YmA6O1ACvDzT5NV91tuz3ytub/?name=image001.png) ![twitter_32](https://eposaudio.zendesk.com/attachments/token/is5zsJJAOxLwG97HV7qmaWKpX/?name=image002.png)

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

Ismael Zakaria, Sep 14, 2021, 11:30 UTC (private)

**_NEXT ACTION_**

**What**: Cross test with another phone
**Who**: Mischa
**When**: 17/09/2021

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

Ismael Zakaria, Sep 14, 2021, 11:24 UTC

Dear Mischa,

Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number 173226** for your inquiry.

We are sorry to hear that you are experiencing problems with your D 10 Phone.

As discussed, please replicate the issue with another Panasonic and switch the DIP switch 4 between manual link and auto link to see if the issue is still there.

We will be waiting for your feedback.

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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

Ismael Zakaria, Sep 14, 2021, 11:19 UTC (private)

**_CASE SUMMARY_**

**Company Name**: INCIDO
**Contact person**: Mischa Vroegop
**Phone**: +31413253225
**Email**: [email-masked]
**Product name**: D 10 Phone FW 181, CEHS-PA 01
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Panasonic kx-hdv230, Netgear GS724T
**Issue**: The connection being lost between the headset and the base station when customer is already on call and a second call comes in their line. Customer needs to press once again the hook button to reestablish the connection with the headset
**Troubleshooting**:
- Check on aulink and manual link issue is the same
**Current status**:  Customer to cross test with  another phone

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

Pritish Nandi, Sep 14, 2021, 11:12 UTC (private)

Contact updated [email-masked]

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

Ismael Zakaria, Sep 14, 2021, 11:05 UTC (private)

**OB Call **

Manual link established but issue still the same
Firmware version 181
Netgear GS724T

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

Ismael Zakaria, Sep 14, 2021, 10:28 UTC (private)

Mischa Vroegop
0031654274411
[email-masked]

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

Ismael Zakaria, Sep 14, 2021, 10:28 UTC (private)

Disposition: 
Recording URL: https://epos.mytalkdesk.com/interactions/d28fc17e167a405f841cb7b2dc50b84a/recordings/0.mp3
Call duration: 1050
Description:

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

Ismael Zakaria, Sep 14, 2021, 10:09 UTC (private)

ring group :netherlands_enterprise
contact number :  +31413253225
duration : 
status :

--------------------------------
This email is a service from EPOS Enterprise.

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