Subject: RE: [EPOS] Re: SDW 5035, Mitel 5380, Calls drop when there is a second call référence 191258.
From: EPOS Global Support <[email-masked]>
Cc: Grace Boussi <[email-masked]>
Date: Wed, 02 Feb 2022 13:30:19 +0000

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!*** Charlene Sippel (CSIP) was not explicitly added to the ticket by the requester or an agent. Learn more ***!

Charlene Sippel (CSIP), Feb 2, 2022, 13:30 UTC (private)

Hello,

My customer sent me an email today and told me that the problem has still not been solved.

Could you please keep me (and the customer) informed**as the problem has been going on for a month and a half now**.

Thank you very much for your support.

BR,

**Charlene Sippel (CSIP)**
Distribution Manager, Sales
0646235957

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**De :** Charlène Sippel (CSIP)
**Envoyé :** mercredi 22 décembre 2021 16:59
**À :** BLR SennCom Support <[email-masked]>
**Cc :** Axel-Kilian Perret-Gentil (AXEP) <[email-masked]>; Lionel PERRIN <[email-masked]>; Stéphane Pragassam (STPG) <[email-masked]>
**Objet :** RE: [EPOS] Re: SDW 5035, Mitel 5380, Calls drop when there is a second call référence 191258.
**Importance :** Haute

Hi,

I take the liberty to contact you because one of my customers is facing issues with our SDW and is already in contact with you (Ticket Number : 191258).

Please find hereunder the translation of his Email :

"Hello.

I have a problem with a Sennheiser SDW 5035 wireless headset with the cable "CEHS-DHSG / Electronic release for wireless headset" on 5380 digital on a mitel A 470 6.3.

The headset function is well activated on the phone.

When I receive a single call everything is fine, I can take the call from the headset, transfer the call and everything is fine.

The problem is that when I'm on the phone and I receive a second call, the second caller rings twice and hangs up on me.

I opened a ticket at epos reference 191258 after several hours on the phone for the moment it does not save and escalation on their support level 2.

Have you already encountered the problem?

I tested the same headset and another new headset with another customer with a 5380 same result."

Could you please get back to him urgently & maybe transfer this ticket to support level 2 please ?

Thanks a lot for your help & have a nice evening.

**Charlene Sippel (CSIP)**
Channel Account Manager, Sales
0646235957

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EPOS France SAS · 3 Allée des Barbanniers · 92230 Gennevilliers · France

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**De :** Lionel PERRIN <[email-masked]>
**Envoyé :** mercredi 22 décembre 2021 15:36
**À :** Charlène Sippel (CSIP) <[email-masked]>
**Objet :** TR: [EPOS] Re: SDW 5035, Mitel 5380, Calls drop when there is a second call référence 191258.

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Bonjour Charlene,

Suite à mon message téléphonique, tu trouveras ci-dessous le retour du partenaire NOVALYO.

Peux tu me tenir au courant des avancées sur ce dossier, le client voulait me retourner le matériel ☹ ?

D’avance merci

@+

Gagnez du temps en vous connectant sur notre site e-commercehttp://www.groupe-alliance.com

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**De :** Sebastien Guillet <[email-masked]>
**Envoyé :** mercredi 22 décembre 2021 13:52
**À :** Lionel PERRIN <[email-masked]>
**Objet :** TR: [EPOS] Re: SDW 5035, Mitel 5380, Calls drop when there is a second call référence 191258.

Explication du problème :

« Bonjour
Je rencontre un problème avec un casque sans fil Sennheiser SDW 5035 avec le cordon "CEHS-DHSG / Décroché électronique pour casques sans fil " sur 5380 numérique sur un mitel A 470 6.3.
La fonction casque est bien activer
Quand je reçoit qu'un appel unique tout va bien je peux prendre l'appel du casque ,transférer l'appel tout est ok.
Problème quand je suis en ligne sur le casque et que je reçois un deuxième appel ,le deuxième correspondant sonne deux fois et ca lui raccroche l'appel .
j'ai ouvert un ticket chez epos référence 191258 apres plusieurs heures au telephone pour le moment il ne save pas et escalade sur leur support niveau2 .
Avez vous déjà rencontré le problème ?
j'ai testé le même casque et un autre casque neuf chez un autre client avec un 5380 même résultat. »

Cordialement

Responsable Technique

Sébastien Guillet

tél:04 74 48 66 00

GSM :06 27 81 66 64

fax:04 74 48 66 01

[email-masked]

ZAC des Castors

Salaise sur sanne 38150

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**De :** Clement BAUDET <[email-masked]>
**Envoyé :** vendredi 17 décembre 2021 16:56
**À :** Sebastien Guillet <[email-masked]>
**Objet :** Fwd: [EPOS] Re: SDW 5035, Mitel 5380, Calls drop when there is a second call

Envoyé de mon Galaxy S8 Orange
Télécharger Outlook pour Android

* * *

**From:** EPOS Global Support <[email-masked]>
**Sent:** Friday, December 17, 2021 4:41:16 PM
**To:** Clement BAUDET <[email-masked]>
**Subject:** [EPOS] Re: SDW 5035, Mitel 5380, Calls drop when there is a second call

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Your request (191258) has been updated. To add additional comments, reply to this email.

**Grace Boussi** (EPOS Enterprise)

17 déc. 2021 à 15:41 UTC

Bonjour M. Baudet,

Merci d'avoir contacté le support technique EPOS. Votre ticket porte la **référence 191258**.

Nous sommes désolés d'apprendre que vous avez un problème avec votre casque.

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

Click here to view the full ticket: eposaudio.zendesk.com/hc/requests/191258

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