Subject: SDW 5015, Mitel business console, No call control
From: EPOS Global Support <[email-masked]>
Cc: Ismael Zakaria <[email-masked]>
Date: Mon, 27 Dec 2021 13:57:29 +0000

You are registered as a CC on this support request (190779). Reply to this email to add a comment to the request.

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Hamed Rahnama, Dec 27, 2021, 13:57 UTC (private)

**Ismael Zakaria**​

- In the manual mentioned:

_**Prerequisite:** Audio devices must already be configured by your administrator._

- It is compatible with MiCollab not MIVoice Business Console

Make sure customer using which one?

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Ismael Zakaria, Dec 22, 2021, 14:35 UTC (private)

**_LEVEL 1 TRANSFER TO LEVEL 2_**

**Company Name**: CORPTEL UK
**Contact person**: Lisa Hebden
**Phone**: +441942265127
**Email**: [email-masked]
**Product name**: SDW 5015 FW 1.8.42 / EPOS Connect 4.6.1.1521
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Windows 10 Pro / Mitel MIVoice Business Console v9.0.1.14
**Issue**: Customer has no call control with Mitel Business console. Also she is getting an error message that the headset is not supported. The headset works fine with 3CX .
**Troubleshooting**:
- Reset done
- The headset is directly connected to the PC
- Tried different USB cable
- The headset selected as default speaker and recording device in the sound setting of the OS and in the softphone settings too.
- Installed on different computers with the same issue
- Tested different softphone, working fine only on the MITEL it does not work
**Current status**: L2 to advise. The softphone CG mentioned that MiCollab is compatible (plug and play)

Attachment(s):
image001.png - https://eposaudio.zendesk.com/attachments/token/dHH16uHgZtH65t3BXDUKZ2ZOp/?name=image001.png

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Ismael Zakaria, Dec 21, 2021, 15:37 UTC

Dear Lisa,

Thank you for your call.

We will take confirmation of the compatibility details and we will update you sooner.

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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Bharat Bhattacharya, Dec 21, 2021, 15:31 UTC (private)

This ticket is parent ticket of **#191848**

**Additional information: **
- Customer's name is Allen Dunn
- Cuser is using Mitel business console, and for the call control it is saying Not compatible
- No other audio device connected.
- Selected as default audio device
- With the 3CX softphone, its working fine
- Downloaded the EPOS connect software, and updated the firmware of the headset(1.842) and the base (1.842)
- Requested to update the email: [email-masked]

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Ismael Zakaria, Dec 20, 2021, 10:28 UTC (private)

**_NEXT ACTION_**

**What**: Customer to check the firmware of the headset and the dongle
**Who**: Lisa
**When**: 23/12/2021

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Ismael Zakaria, Dec 20, 2021, 10:27 UTC (private)

Disposition: Successful Call
Recording URL: 
Call duration: 416
Description: Asked the customer to update the firmware of the headset and the base station and try again 
https://eposaudio.zendesk.com/agent/tickets/191528 closed as duplicate.

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Ismael Zakaria, Dec 20, 2021, 10:26 UTC

Dear Lisa,

Thank you for your call.

Please check if the customer has installed EPOS Connect and has updated the firmware of the headset and the dongle.

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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Lisa Hebden, Dec 16, 2021, 15:40 UTC

Hello

Customer has said –

Matt

I have tried all suggestions below but it looks like the Sennheiser Headset is not compatible with the Mitel Mivoice Business Console when you want to answer from the button on the headset.  The below is the screen I get when selecting on MIvoice Business Console to allow answering from the Button.  I have tried on 2 x consoles with the same problem.  I have also used a Jabra evolve headset and it works no problem at all.

![](https://eposaudio.zendesk.com/attachments/token/haLv9C808WtvWqkVTMfXZKe57/?name=image001.png)

Kind Regards

Lisa Hebden

Corptel UK

DDI - 01942 265 127

****Please Note:  Jabra will be increasing their pricing from 1st Feb 2022****

Lisa Hebden​

|

Sales Executive

|

Tel: **+44 (0)1942 265 127**

 **Corptel Head Office | Beswick House | Green Fold Way | Leigh ****|** Greater Manchester | WN7 3XT

 ![](https://eposaudio.zendesk.com/attachments/token/ehovv9iS8iwnVarz6p1kB4JdX/?name=image423756.jpg)
 ![Christmas Opening Times - Thursday 23rd December Open as Normal Standard Deliveries Will Arrive on Tuesday 28th December. 24th December to 3rd January Closed. Tuesday 4th January Open as Nornal. Click Here to Visit Our Website for More Details.](https://eposaudio.zendesk.com/attachments/token/60Olo7YNcJGYtHG3WKHFZUC15/?name=image762789.jpg "Christmas Opening Times - Thursday 23rd December Open as Normal Standard Deliveries Will Arrive on Tuesday 28th December. 24th December to 3rd January Closed. Tuesday 4th January Open as Nornal. Click Here to Visit Our Website for More Details.")
 ![Receive a tub of antibacterial wipes with EVERY order (RRP £9.99 ex VAT)](https://eposaudio.zendesk.com/attachments/token/PteMYDSN6YuaT3SecVFmuZc9J/?name=image475468.jpg "Receive a tub of antibacterial wipes with EVERY order (RRP £9.99 ex VAT)")
 ![](https://eposaudio.zendesk.com/attachments/token/XpU3A3PtLtF16SpE87mnJIFOC/?name=image396920.jpg)

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Ismael Zakaria, Dec 16, 2021, 12:05 UTC (private)

**_NEXT ACTION_**

**What**: Provide EC screenshots and also check the headset on another system
**Who**: Lisa
**When**: 21/12/2021

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Ismael Zakaria, Dec 16, 2021, 12:03 UTC

Dear Lisa,

Thank you for your message.

Please ask the end user to install our software EPOS CONNECT for Windows, and provide us with pictures of the home page, the update page and the setting page.

1. Download our software and install it in a Windows computer.
https://www.eposaudio.com/globalassets/_enterprise_media/software/epos-connect/windows/eposconnect-for-windows-v.4.6.1.1521.exe
2. Connect the headset to the PC using a USB Cable (The headset should be on the base station)
3. Open the EPOS Connect app

Also try to connect the headset on another computer which has MiVoice installed, check if the headset is working on the different system.

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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Lisa Hebden, Dec 15, 2021, 13:55 UTC

Hi Ismael

As promised, please see below –

- What is the Operating System used by the end user ? Windows 10 Pro What is the version ? – Windows 10 Pro
- How is the base station connected to the computer ?  - USBDoes the user use any USB hub ?  - NO
- Is the headset selected as default speaker and recording device in the sound setting of the OS and in the softphone settings too.  - YES
- Navigate to the softphone settings and collect the softphone version details. – Mitel MIVoice Business Console 9.0.1.14

Kind Regards

Lisa Hebden

Corptel UK

DDI - 01942 265 127

****Please Note:  Jabra will be increasing their pricing from 1st Feb 2022****

Lisa Hebden​

|

Sales Executive

|

Tel: **+44 (0)1942 265 127**

 **Corptel Head Office | Beswick House | Green Fold Way | Leigh ****|** Greater Manchester | WN7 3XT

 ![](https://eposaudio.zendesk.com/attachments/token/yCihxAyZ6raVdRXzPVSHtO3PZ/?name=image608525.jpg)
 ![Christmas Opening Times - Thursday 23rd December Open as Normal Standard Deliveries Will Arrive on Tuesday 28th December. 24th December to 3rd January Closed. Tuesday 4th January Open as Nornal. Click Here to Visit Our Website for More Details.](https://eposaudio.zendesk.com/attachments/token/bxatRvWK4IlMkMzMOBbMIPsSA/?name=image267134.jpg "Christmas Opening Times - Thursday 23rd December Open as Normal Standard Deliveries Will Arrive on Tuesday 28th December. 24th December to 3rd January Closed. Tuesday 4th January Open as Nornal. Click Here to Visit Our Website for More Details.")
 ![Receive a tub of antibacterial wipes with EVERY order (RRP £9.99 ex VAT)](https://eposaudio.zendesk.com/attachments/token/XLrgV179bL5amZyVUV18n1P8B/?name=image683874.jpg "Receive a tub of antibacterial wipes with EVERY order (RRP £9.99 ex VAT)")
 ![](https://eposaudio.zendesk.com/attachments/token/6RydMrg6r9xKUBkb5Ohf4ODy4/?name=image673337.jpg)

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Ismael Zakaria, Dec 15, 2021, 11:32 UTC (private)

Disposition: 
Recording URL: 
Call duration: 469
Description:

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Ismael Zakaria, Dec 15, 2021, 11:20 UTC (private)

**_NEXT ACTION_**

**What**: Gathering softphone version and environment details
**Who**: Lisa
**When**: 20/12/2021

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Ismael Zakaria, Dec 15, 2021, 11:20 UTC

Dear Lisa,

Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number 190779** for your inquiry.

We are sorry to hear that you are experiencing problems with your SDW 5015.

In order to help you better, could you please provide us with the following:

- What is the Operating System used by the end user ? What is the version ?
- How is the base station connected to the computer ? Does the user use any USB hub ?
- Is the headset selected as default speaker and recording device in the sound setting of the OS and in the softphone settings too.
- Navigate to the softphone settings and collect the softphone version details.

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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

**_CASE SUMMARY_**

**Company Name**: CORPTEL UK
**Contact person**: Lisa Hebden
**Phone**: +441942265127
**Email**: [email-masked]
**Product name**: SDW 5015
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Mitel business console
**Issue**: No call control
**Troubleshooting**:
**Current status**: Gathering softphone version and environment details

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Ismael Zakaria, Dec 15, 2021, 11:03 UTC (private)

ring group :uk_enterprise
contact number :  +441942265127
duration : 
status :

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