Subject: SDW 5015, Alcatel-Lucent 8039, No call control
From: EPOS Global Support <[email-masked]>
Cc: Ismael Zakaria <[email-masked]>
Date: Thu, 16 Dec 2021 10:24:51 +0000

You are registered as a CC on this support request (187435). Reply to this email to add a comment to the request.

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Hamed Rahnama, Dec 16, 2021, 10:24 UTC (private)

**Ismael Zakaria**​

Please ask the customer to send some photo showing the EC settings

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Ismael Zakaria, Dec 15, 2021, 11:57 UTC (private)

**_LEVEL 1 TRANSFER TO LEVEL 2_**

**_RMA Approval Request to LEVEL 2_**

**Company Name**: ltio
**Contact person**: Ronan Lebarch
**Phone**: +33296505710
**Email**: [email-masked]
**Product name**: SDW 5015 - 1.8.42 , **CEHS-AL 01**
**Number of Products**: 2
**Sales Opportunity Size in Headsets**: 0
**Environment**: Alcatel-Lucent 8039 FW: **4.00.50, **Oxo version **OXO031/030.002**
**Issue**: The CX reported that there is no call control on His HS
When there is an incoming call, there is no ring tone as well
**Troubleshooting**:
Reset done on EC did not solve the issue
 Dip 1 and 2 down and other up
ABC on A
Cable configured as recommended
Tested his SDW 5015 on different device, the issue is same
Tested different SDW 5015 on the same Alcatel, the issue is same
MSH is selected as default mode on EC
Forced Headset is off
Jack is selected on Alcatel setting
Sent the video to the customer. We called the customer and tried again all the settings manually and using EC but customer still can not pick calls with the headset. Reset the device and tried again to no avail and we cross tested again with other phone.
**Current status**: Should we provide 1 CEHS AL 06 to the customer to verify this compatibility issue ?

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Ismael Zakaria, Dec 15, 2021, 11:51 UTC

Bonjour M. Lebarch,

Merci pour votre message.

Nous vous revenons au plus vite.

Cordialement,
Ismael Zakaria
Support Technique EPOS

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Ronan Lebarch, Dec 14, 2021, 10:41 UTC

Oui je vous le confirme

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Ismael Zakaria, Dec 14, 2021, 9:52 UTC (private)

**_NEXT ACTION_**

**What**: Customer to confirm number of headset that failed to work properly
**Who**:  Ronan
**When**: 17/12/2021

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Ismael Zakaria, Dec 14, 2021, 9:52 UTC

Bonjour M. Lebarch,

Merci pour votre message.

Permettez moi de confirmer.

Vous avez 2 SDW 5015 et 2 CEHS-AL 01 avec le meme probleme ?

Cordialement,
Ismael Zakaria
Support Technique EPOS

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Ronan Lebarch, Dec 13, 2021, 9:39 UTC

Bonjour

J’ai me même cas avec un autre casque

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Ismael Zakaria, Dec 13, 2021, 9:37 UTC (private)

**_NEXT ACTION_**

**What**: Customer to confirm number of headset that failed to work properly
**Who**:  Ronan
**When**: 16/12/2021

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Ismael Zakaria, Dec 13, 2021, 9:36 UTC

Bonjour M. Lebarch,

Donc je vois s'il ya possibilité de changer le casque entier.
Pouvez vous confirmer si c'est un ou deux casques qui ont ce probleme ?

Nous vous souhaitons une agréable journée.

Cordialement,
Ismael Zakaria
Support Technique EPOS

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Ronan Lebarch, Dec 13, 2021, 9:08 UTC

Bonjour

J’espere que vous allez bien aussi

Vous pouvez changer le cordon mais je l’ai déjà fait et le pb est identique

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Ismael Zakaria, Dec 13, 2021, 8:26 UTC (private)

**_NEXT ACTION_**

**What**: Customer to confirm numbers of CEHS cable
**Who**: Ronan
**When**: 16/12/2021

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Ismael Zakaria, Dec 13, 2021, 8:25 UTC

Bonjour M. Lebarch,

Nous esperons que vous vous portez a merveille.

Veuillez nous confirmer si nous pouvons proceder a une demande de remplacement du cable de decrochage CEHS-AL 01.
Nous convenons avec vous que selement un seul cable etait utilisé jusqu'a present.

Nous vous souhaitons une agréable journée.

Cordialement,
Ismael Zakaria
Support Technique EPOS

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Ismael Zakaria, Dec 13, 2021, 8:22 UTC (private)

**_RMA Approval Request to LEVEL 2_**

**Company Name**: ltio
**Contact person**: Ronan Lebarch
**Phone**: +33296505710
**Email**: [email-masked]
**Product name**: SDW 5015 - 1.8.42 , **CEHS-AL 01**
**Number of Products**: 2
**Sales Opportunity Size in Headsets**: 0
**Environment**: Alcatel-Lucent 8039 FW: **4.00.50, **Oxo version **OXO031/030.002**
**Issue**: The CX reported that there is no call control on His HS
When there is an incoming call, there is no ring tone as well
**Troubleshooting**:
Reset done on EC did not solve the issue
 Dip 1 and 2 down and other up
ABC on A
Cable configured as recommended
Tested his SDW 5015 on different device, the issue is same
Tested different SDW 5015 on the same alcatel, the issue is same
MSH is selected as default mode on EC
Forced Headset is off
Jack is selected on Alcatel setting
**Current status**: Sent the video to the customer. We called the customer and tried again all the settings manually and using EC but customer still can not pick calls with the headset. Reset the device and tried again to no avail and we cross tested again with other phone.

RMA Request for 1xCEHS-AL 01 - 1000745

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Ismael Zakaria, Dec 13, 2021, 8:22 UTC (private)

Total Duration 46
Disposition : Successful Call
Description:  Confirming with the customer that the issue is only with one device  
URL:

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Ismael Zakaria, Dec 9, 2021, 15:11 UTC (private)

https://eposaudio.zendesk.com/agent/tickets/189668 closed as duplicate

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Ismael Zakaria, Dec 9, 2021, 14:36 UTC (private)

Disposition: Successful Call
Recording URL: https://epos.mytalkdesk.com/interactions/83278109718749ffa9ca135042f21d06/recordings/0.mp3
Call duration: 793
Description: Retry again all the settings manually and using EC but customer still can not pick calls with the headset.

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Ronan Lebarch, Dec 8, 2021, 13:06 UTC

Bonjour

Je suis dispo toute l’apres midi

0756384230

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Ismael Zakaria, Dec 8, 2021, 12:48 UTC (private)

**_NEXT ACTION_**

**What**: Customer to confirm his availability
**Who**: Lebarch
**When**: 13/12/2021

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Ismael Zakaria, Dec 8, 2021, 12:47 UTC

Bonjour M. Lebarch,

Nous esperons que vous vous portez a merveille.

Pouvez vous nous donner votre disponibilité, nous vous appellerons pour une ultime verification.

Nous vous souhaitons une agréable journée.

Cordialement,
Ismael Zakaria
Support Technique EPOS

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Grace Boussi, Dec 7, 2021, 15:38 UTC (private)

Duplicate ticket was closed #189146
The call control is now working, but there is no sound when there is an incoming call
Tested on difference device, same issue

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Grace Boussi, Dec 7, 2021, 15:36 UTC (private)

Disposition: Successful Call
Recording URL: https://epos.mytalkdesk.com/interactions/c35bceac02b44a029d4296f0779fb6ba/recordings/0.mp3
Call duration: 113
Description: The call control is now working, but there is no sound when there is an incoming call

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Grace Boussi, Dec 7, 2021, 15:25 UTC (private)

Duplicate tickets were closed #189138, #189139

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Grace Boussi, Dec 7, 2021, 15:23 UTC (private)

CX called and said the issue is still same
The LED on his HS is always solid white, when there is an incoming call or not
REset the HS using S1,
CX confirmed that there is still no call control

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Grace Boussi, Dec 7, 2021, 15:18 UTC (private)

Total Duration 17
Disposition : Attempting Contact
Description:  Attempted to call back  
URL:

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Grace Boussi, Dec 7, 2021, 15:18 UTC (private)

Disposition: Successful Call
Recording URL: https://epos.mytalkdesk.com/interactions/08df9ad5a18a47558169ceec9abcb729/recordings/0.mp3
Call duration: 105
Description:

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Grace Boussi, Dec 7, 2021, 8:53 UTC (private)

**_NEXT ACTION_**

**What**: Sent video link to customer
**Who**: Lebarch
**When**: 10/12/2021

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Grace Boussi, Dec 7, 2021, 8:52 UTC

Bonjour M. Lebarch,

Merci pour votre temps au téléphone.

Veuillez trouver ci-dessous la video pour la connexion.

https://demant-my.sharepoint.com/:f:/g/personal/ckur_senncom_com/Ei2KggZ8LkZJg5p_UlMTqCEB0Pv1wmzEOQgi4bzSBSF3vQ?email=ronan.lebarch%40ltio.fr&e=So1yw8

N'hésitez pas à nous contacter si vous avez d'autres questions. Vous pouvez nous joindre en répondant à cet email ou en appelant directement du lundi au vendredi, entre 8:00 et 17:00, notre assistance téléphonique sur le +33 (0) 170610386

Nous vous souhaitons une agréable journée.

Cordialement,
Grace Boussi
Support Technique EPOS

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Grace Boussi, Dec 7, 2021, 8:51 UTC (private)

Duplicate ticket was closed #188986

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Grace Boussi, Dec 7, 2021, 8:50 UTC (private)

Name: Arnold Darcel
cc: [email-masked]

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Grace Boussi, Dec 7, 2021, 8:28 UTC (private)

Disposition: Successful Call
Recording URL: https://epos.mytalkdesk.com/interactions/5975067ffcb74b9298047246319fd7cc/recordings/0.mp3
Call duration: 306
Description:

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Ismael Zakaria, Dec 6, 2021, 15:59 UTC (private)

**_NEXT ACTION_**

**What**: Sent video link to customer
**Who**: Lebarch
**When**: 09/12/2021

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Ismael Zakaria, Dec 6, 2021, 15:59 UTC

Bonjour M. Lebarch,

Merci pour votre patience.

Veuillez trouver ci-dessous la video pour la connexion.

https://demant-my.sharepoint.com/:f:/g/personal/ckur_senncom_com/Ei2KggZ8LkZJg5p_UlMTqCEB0Pv1wmzEOQgi4bzSBSF3vQ?email=ronan.lebarch%40ltio.fr&e=So1yw8

Nous vous souhaitons une agréable journée.

Cordialement,
Grace Boussi
Support Technique EPOS

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Christopher Kurek, Dec 6, 2021, 15:06 UTC (private)

https://demant-my.sharepoint.com/:f:/g/personal/ckur_senncom_com/Ei2KggZ8LkZJg5p_UlMTqCEB0Pv1wmzEOQgi4bzSBSF3vQ?email=ronan.lebarch%40ltio.fr&e=So1yw8

Please provide the Link to the customer.

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Hamed Rahnama, Dec 6, 2021, 14:00 UTC (private)

**Christopher Kurek**​

Please find below a video of the setting for Alcatel 8039 with SDW and AL 01

Attachment(s):
Alcatel 8039 to SDW with AL 01.mp4 - https://eposaudio.zendesk.com/attachments/token/8DpTfS05PCGIGo0exMKgTJIfW/?name=Alcatel+8039+to+SDW+with+AL+01.mp4

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!*** Arnold Darcel was not explicitly added to the ticket by the requester or an agent. Learn more ***!

Arnold Darcel, Dec 3, 2021, 7:02 UTC (private)

Bonjour ,

Je me permets de vous relancer concernant ce ticket , car nous avons pas eu de retour de votre part.

Positivement

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Christopher Kurek, Dec 2, 2021, 14:04 UTC (private)

**Hamed Rahnama**​ can we also provide a video how to set up call control with AL 8039 + AL 01 and SDW 5015 showing the steps to configure?

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Grace Boussi, Dec 2, 2021, 13:06 UTC (private)

**LEVEL 1 TRANSFER TO LEVEL 2**

**Company Name**: ltio
**Contact person**: Ronan Lebarch
**Phone**: +33296505710
**Email**: [email-masked]
**Product name**: SDW 5015 - 1.8.42 , **CEHS-AL 01**
**Number of Products**: 2
**Sales Opportunity Size in Headsets**: 0
**Environment**: Alcatel-Lucent 8039 FW: **4.00.50, **Oxo version **OXO031/030.002**
**Issue**: The CX reported that there is no call control on His HS
When there is an incoming call, there is no ring tone as well
**Troubleshooting**:
Reset done on EC did not solve the issue
 Dip 1 and 2 down and other up
ABC on A
Cable configured as recommended
Tested his SDW 5015 on different device, the issue is same
Tested different SDW 5015 on the same alcatel, the issue is same
MSH is selected as default mode on EC
ForcedHeadset is off
Jack is selected on Alcatel setting
**Current status**: Advice from L2

**Hello Christopher,**

Can you please explain which setting do you require before i ask for the screenshot of EC?
HS FW: 1.8.42
Configuration done as in the manual, the CX sent pictures
MSH is selected as default mode on EC
ForcedHeadset is off
Jack is selected on Alcatel setting

Attachment(s):
187435(2).jpg - https://eposaudio.zendesk.com/attachments/token/dnTmMhw6jkmGhRUYpNGRkXZn8/?name=187435%282%29.jpg187435(1).jpg - https://eposaudio.zendesk.com/attachments/token/9vQSQu5V1cvXiNLXFsBf1oGUy/?name=187435%281%29.jpg187435.jpg - https://eposaudio.zendesk.com/attachments/token/POdpEWO2Q0UhCbA8FOGGzvDTP/?name=187435.jpg

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Christopher Kurek, Dec 1, 2021, 15:57 UTC (private)

Please get the settings and firmware from EC (screenshots)
Please confirm Headset is configured via the deskphone.

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Grace Boussi, Dec 1, 2021, 11:22 UTC (private)

**_LEVEL 1 TRANSFER TO LEVEL 2_**

**Company Name**: ltio
**Contact person**: Ronan Lebarch
**Phone**: +33296505710
**Email**: [email-masked]
**Product name**: SDW 5015 - 1.8.42 , **CEHS-AL 01**
**Number of Products**: 2
**Sales Opportunity Size in Headsets**: 0
**Environment**: Alcatel-Lucent 8039 FW: **4.00.50, **Oxo version **OXO031/030.002**
**Issue**: The CX reported that there is no call control on His HS
When there is an incoming call, there is no ring tone as well
**Troubleshooting**:
Reset done on EC did not solve the issue
 Dip 1 and 2 down and other up
ABC on A
Cable configured as recommended
Tested his SDW 5015 on different device, the issue is same
Tested different SDW 5015 on the same alcatel, the issue is same
MSH is selected as default mode on EC
ForcedHeadset is off
Jack is selected on Alcatel setting
**Current status**: Advice from L2

Attachment(s):
187435.jpg - https://eposaudio.zendesk.com/attachments/token/UbeZN5Da27Vgv6KzFuaQTyn4m/?name=187435.jpg187435(2).jpg - https://eposaudio.zendesk.com/attachments/token/1227gLehc3ltjspVyQwCI64db/?name=187435%282%29.jpg187435(1).jpg - https://eposaudio.zendesk.com/attachments/token/PyerRgMMvSgINRfe4woOupXus/?name=187435%281%29.jpg

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Grace Boussi, Dec 1, 2021, 11:16 UTC

Bonjour M. Lebarch,

Merci pour votre retour.

Nous examinons votre demande et vous répondrons dans les plus brefs délais.

N'hésitez pas à nous contacter si vous avez d'autres questions. Vous pouvez nous joindre en répondant à cet email ou en appelant directement du lundi au vendredi, entre 8:00 et 17:00, notre assistance téléphonique sur le +33 (0) 170610386

Nous vous souhaitons une agréable journée.

Cordialement,
Grace Boussi
Support Technique EPOS

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Ronan Lebarch, Dec 1, 2021, 10:35 UTC

Pouvez-vous nous donner la version firmware de votre Alcatel?

Oxo en version**OXO031/030.002**

** **

**Le poste est en version 4.00.50**

Pouvez-vous tester votre casque sur un autre appareil ? Cela nous permettra de voir si le problème vient du casque ou de l'Alcatel.

Cela est fait et c’est similaire

Pouvez-vous nous envoyer la photo de la façon dont vous avez connecté vos câbles?

Photos Jointes a ce mail

Attachment(s):
20211201_112712.jpg - https://eposaudio.zendesk.com/attachments/token/EmaDZ5jOmcGJGaBYjNhWYOMyt/?name=20211201_112712.jpg20211201_112723.jpg - https://eposaudio.zendesk.com/attachments/token/wUjSjrannWdSYTdPCO3pITLPl/?name=20211201_112723.jpg20211201_112743.jpg - https://eposaudio.zendesk.com/attachments/token/5A9qR36VHWLS95ixqpGTkmzqx/?name=20211201_112743.jpg

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Grace Boussi, Nov 29, 2021, 15:29 UTC (private)

**_NEXT ACTION_**

**What**: Ask about the FW of the alcatel
Ask if he can test the HS on different device
Ask about the configuration picture
**Who**: Ronan Lebarch
**When**: 02/12/2021

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Grace Boussi, Nov 29, 2021, 15:18 UTC

Bonjour M. Lebarch,

Merci d'avoir contacté le support technique EPOS. Votre ticket porte la **référence 187435**.

Nous sommes désolés d'apprendre que vous rencontrez un problème avec votre casque SDW 5015.

Pouvez-vous nous donner la version firmware de votre Alcatel?
Pouvez-vous tester votre casque sur un autre appareil ? Cela nous permettra de voir si le problème vient du casque ou de l'Alcatel.
Pouvez-vous nous envoyer la photo de la façon dont vous avez connecté vos câbles?

N'hésitez pas à nous contacter si vous avez d'autres questions. Vous pouvez nous joindre en répondant à cet email ou en appelant directement du lundi au vendredi, entre 8:00 et 17:00, notre assistance téléphonique sur le +33 (0) 170610386

Nous vous souhaitons une agréable journée.

Cordialement,
Grace Boussi
Support Technique EPOS

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Grace Boussi, Nov 29, 2021, 14:52 UTC (private)

**_CASE SUMMARY_**

**Company Name**: ltio
**Contact person**: Ronan Lebarch
**Phone**: +33296505710
**Email**: [email-masked]
**Product name**: SDW 5015 - 1.8.42 , **CEHS-AL 01**
**Number of Products**: 2
**Sales Opportunity Size in Headsets**: 0
**Environment**: Alcatel-Lucent 8039
**Issue**: The CX reported that there is no call control on His HS
When there is an incoming call, there is no sound
**Troubleshooting**:
Reset done on EC did not solve the issue
 Dip 1 and 2 down and other up
ABC on A
Cable configured as recommended
Tested different SDW 5015 on the same alcatel, the issue is same
MSH is selected as default mode on EC
ForcedHeadset is off
Jack is selected on Alcatel setting
**Current status**: Ask about the FW of the alcatel
Ask if he can test the HS on different device
Ask about the configuration picture

[email-masked]
Ronan Lebarch
Language: French

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Grace Boussi, Nov 29, 2021, 14:39 UTC (private)

Disposition: 
Recording URL: https://epos.mytalkdesk.com/interactions/e34e45fc59b54dac8cb6773feed37256/recordings/0.mp3
Call duration: 402
Description:

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Grace Boussi, Nov 29, 2021, 14:31 UTC (private)

ring group :france_enterprise
contact number :  +33296505710
duration : 
status :

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