Subject: SDW 5065 / DW 30 ML / CEHS CI 02, ALCATEL 8028s, No call control and no ringtone
From: EPOS Global Support <[email-masked]>
Cc: Ismael Zakaria <[email-masked]>
Date: Wed, 08 Dec 2021 11:02:14 +0000

You are registered as a CC on this support request (188298). Reply to this email to add a comment to the request.

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Hamed Rahnama, Dec 8, 2021, 11:02 UTC (private)

**Ismael Zakaria**​

Please inform the customer that I am testing in the lab and update them soon

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Hamed Rahnama, Dec 6, 2021, 14:30 UTC (private)

**_NEXT ACTION_**

**What**: Test in the LAB and update the ticket
**Who**: Hamed
**When**: 08/12/2021

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Ismael Zakaria, Dec 6, 2021, 10:41 UTC (private)

**_CASE SUMMARY_**

**Company Name**: Global Enterprise Solutions Sales
**Contact person**: David Buffa
**Email**: [email-masked]
**Product name**: SDW 5065 / DW 30 ML / CEHS CI 02
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: ALCATEL 8028s
**Issue**: No call control and no ringtone
**Troubleshooting**:
- Set DIP in DHSG mode
- Reset the device
- Setting the DIP switches direct on the base did not work customer could still not get the call control
- We changed the phone mode directly on EPOS Connect and customer was getting ringtone and could pick the calls from the headset
- Customer wanted to be sure if he could reproduce the same on client site, so changed again the settings, saved, restart the base station and tried again to set the DHSG mode using EPOS Connect. Customer lost again the call control.
- Reset again, restart the phone and the base station to no avail
**Current status**:
Customer said for now the different tests with the CEHS CI 02 are not correct but for CEHS AL 01 it is working fine.
As customer will have a market of more than 50 headsets, he needs correct DIP configurations and call handling details for the following phones (Customer does not want the configuration for EC as the customer will not use it for now):
On Alcatel 80 series (CEHS AL 01/06)
On Alcatel 40 Series (CEHS AL 01/06)
On Alcatel 80s series (CEHS CI 02)

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Hamed Rahnama, Dec 6, 2021, 10:20 UTC (private)

**Ismael Zakaria**​

Please send image below for DIPs setting and cable connector set up.
These Headsets only compatible with AL 01 or AL 06 but how come they are using CI 02?
 ![](https://eposaudio.zendesk.com/attachments/token/9DWhKVUJQ2OOtVt6Kwk0cUPFw/?name=inline-1044729722.png) 

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David Buffa, Dec 3, 2021, 13:03 UTC

Bonjour,

Malgré le reboot de l’ensemble nous ne parvenons pas à obtenir un mode automatique complet.

·        Pas de signal d’appel dans l’écouteur lors de la réception d’un appel

·        Obligé d’apurer 2 fois sur le bouton du casque pour pouvoir décrocher l’appel.

Les tests avec le poste 80x8s et le câble CIO2 ne sont pour l’instant pas concluant

Ce dont nous avons besoin :

Une notice explicative qui nous donne le positionnement des dips switch sur la base et ce selon le modèle de téléphone Alcatel

·        40x8

·        80x8

Et le tout sans parler d’utilisation du logiciel EPOS car pour l’instant il n’est pas prévu de l’installer sur les PC des utilisateurs. On verra plus tard.

Avant d’installer un casque à un de nos collaborateurs nous devons être certain que cela fonctionnera correctement, sinon le produit ne sera pas retenu.

Merci de votre prise en compte.

Cdt.

David BUFFA

ORTEC – DSI

SUPPORT N3 – CHEF DE PROJET RESEAU & TELECOM

+33 (0)4 42 12 16 98

[email-masked]

_Pour contacter le support :[email-masked] _ou +33 (0)4 42 12 16 99 _

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Ismael Zakaria, Dec 3, 2021, 11:03 UTC (private)

**_CASE SUMMARY_**

**Company Name**: Global Enterprise Solutions Sales
**Contact person**: David Buffa
**Email**: [email-masked]
**Product name**: SDW 5065 / DW 30 ML / CEHS CI 02
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: ALCATEL 8028s
**Issue**: No call control and no ringtone
**Troubleshooting**:
- Set DIP in DHSG mode
- Reset the device
**Current status**: Customer was having call control and ringtone. Now When we modify a setting and come back again to the normal one customer is having call control but there is no ringtone in the headset
**_NEXT ACTION_**

**What**: Customer to do more tests and confirm how it is working
**Who**: Buffa
**When**: 08/12/2021

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Ismael Zakaria, Dec 3, 2021, 10:59 UTC

Bonjour M. Buffa,

Merci d'avoir contacté le support technique EPOS. Votre ticket porte la **référence 188298**.

Comme convenu, refaites les meme tests comme opéré ce matin au telephone et n'oubliez pas de redemarrer le casaue et votre telephone pous appliquer les modifications.

Nous vous souhaitons une agréable journée.

Cordialement,
Ismael Zakaria
Support Technique EPOS

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Ismael Zakaria, Dec 3, 2021, 10:55 UTC (private)

Total Duration 57
Disposition : Successful Call
Description:  Customer to restart the phone and try again 
  
URL:

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Ismael Zakaria, Dec 3, 2021, 10:43 UTC (private)

Total Duration 675
Disposition : Successful Call
Description:    
URL:

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Ismael Zakaria, Dec 3, 2021, 10:30 UTC (private)

Ticket https://eposaudio.zendesk.com/agent/tickets/188447 closed as duplicate

0628022694
A001580212900831
1.8.42

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Ismael Zakaria, Dec 3, 2021, 10:02 UTC (private)

Total Duration 578
Disposition : Successful Call
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Ismael Zakaria, Dec 3, 2021, 9:51 UTC (private)

Total Duration 88
Disposition : Successful Call
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Ismael Zakaria, Dec 3, 2021, 9:02 UTC (private)

Total Duration 40
Disposition : Successful Call
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Ismael Zakaria, Dec 3, 2021, 9:00 UTC (private)

Total Duration 412
Disposition : Successful Call
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David Buffa, Dec 2, 2021, 15:47 UTC

This is a follow-up to your previous request #175658 "SDW 5065/DW pro 2 / CEHS AL..."

Bonjour,

Nous souhaiterions avoir votre support pour faire fonctionner un casque SDW 60 et un DW Pro 2 ML  connecté à un téléphone IP Alcatel IP TOUCH 8028s avec le cordon EPOS CEHS-CI 02.

Les réglages que nous avons actuellement avec des IP TOUCH 40x8 ne permettent pas le décroché automatique avec les 80x8s.

Merci de votre aide.

Dans l’attente.

Bien cordialement.

David BUFFA

ORTEC – DSI

SUPPORT N3 – CHEF DE PROJET RESEAU & TELECOM

+33 (0)4 42 12 16 98

[email-masked]

Pour contacter le support : [email-masked] ou +33 (0)4 42 12 16 99

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