Subject: Adapt 660, WebEx / Samsung A50 / HP ELITE Book, Intermittent no sound A/B side
From: EPOS Global Support <[email-masked]>
Cc: Anupam Tiwari <[email-masked]>
Date: Wed, 20 Oct 2021 09:10:53 +0000

You are registered as a CC on this support request (177998). Reply to this email to add a comment to the request.

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Hamed Rahnama, Oct 20, 2021, 9:10 UTC (private)

**Anupam Tiwari**​

Please check this setting with the customer to make the PC prioritize audio over phone and ask the customer to mute the mobile phone in order not to interrupted with the mobile phone notifications.
Ask to check these settings and update us.
It is goof to know what is the BTD 800 color when she face the issues.

 ![](https://eposaudio.zendesk.com/attachments/token/BqmbfyFm3gIbTE17KxRxOBQtz/?name=inline100926009.png)​

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Anupam Tiwari, Oct 19, 2021, 10:26 UTC (private)

**_NEXT ACTION_**

**What**: L2 to review and advice
**Who**: L2
**When**: 22/10/2021

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Anupam Tiwari, Oct 19, 2021, 10:26 UTC

Dear Robbert,

Thank you for your response, referring to your support ticket number 177998.

As per our discussion, could you please share screenshot of EPOS connect home page and settings page including all sub menu.

Looking forward to your response. We wish you a nice day!

Best regards,
Anupam Tiwari
EPOS Global Support

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Anupam Tiwari, Oct 19, 2021, 10:24 UTC (private)

**_LEVEL 1 TRANSFER TO LEVEL 2_**

**Contact person**: Robbert Spronsen
**Email**: [email-masked]
**Product name**: Adapt 660
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: WebEx / Samsung A50 / HP ELITE Book
**Issue**: Multiple Issues with the HS and it needs to be restarted to fix the issue.
1) Unable to hear PC audio after video call ends
2) Microphone stops working whenever there is a phone call on the mobile phone after PC video call.
3) HS restarts intermittently during mobile phone calls
4) HS takes 5-10 seconds to turn off

**Troubleshooting**:
- Latest firmware on HS and Dongle
- Let us know, when did the issue started? since the beginning
- If, any recent changes made to the set up? Nope
- If, same issue persists with USB Cable Connection (without Dongle)? Customer does no longer have the USB cable
- Please share the headset and Dongle Firmware version. 2.16.17
Updated the headset yesterday to the latest
- Let us know the name of PC calling software/softphone you are using. Windows 10 / Softphone Cisco WebEx 40.8.7.13
- Advised user to install WebEx plugin and select WebEx as default softphone.
- Assisted the customer to reset the dongle and the headset.
- Also cleared the bluetooth cache of the samsung phone and cleared the pairing list of the samsung phone i.e. Samsung A50 and HP ELITE Book Win 10 enterprise
- User also cross tested on another PC, still same issue

**Current status**: L2 to review and advice.

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Anupam Tiwari, Oct 19, 2021, 10:23 UTC (private)

Total Duration 204
Disposition : Successful Call
Description:    
URL:

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Shivangi Bhattacharya, Oct 19, 2021, 8:54 UTC (private)

#180028 was closed as duplicate
Customer called to inform that the troubleshooting steps did not work and he is still facing the same issue
Informed the customer that we'll get back to him with an update as soon as possible.

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Anupam Tiwari, Oct 18, 2021, 10:40 UTC (private)

**_NEXT ACTION_**

**What**: please cross test on another PC.
If issue doesn't persist on another PC, please also review EPOS | BTD 800 USB-C and USB-A to USB-C adapter.

**Who**: Robbert
**When**: 21/10/2021

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Anupam Tiwari, Oct 18, 2021, 10:40 UTC

Dear Robbert,

Referring to your support ticket number 177998.

As per our discussion, please cross test on another PC.

If issue doesn't persist on another PC, please also review EPOS | BTD 800 USB-C and USB-A to USB-C adapter.

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 hope this information will help you, Looking forward to your response.

We wish you a nice day!

Best regards,
Anupam Tiwari
EPOS Global Support

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Ismael Zakaria, Oct 18, 2021, 10:23 UTC (private)

call https://eposaudio.zendesk.com/agent/tickets/179786 closed as duplicate

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Ismael Zakaria, Oct 18, 2021, 10:21 UTC (private)

Total Duration 209
Disposition : Successful Call
Description:  Customer still have the same issue. 
- Noticed that customer was using a USB hub as he does not have any USB A port on his computer. 
Customer will try the headset on another computer using the dongle directly plugged to the computer. If the issue is not replicated customer will buy a BTD 800 USB-C dongle or an EPOS USB-C adapter
  
URL:

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Ismael Zakaria, Oct 18, 2021, 10:14 UTC (private)

Total Duration 63
Disposition : Successful Call
Description:  Test call to check if the issue is resolved   
URL:

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Ismael Zakaria, Oct 18, 2021, 10:12 UTC (private)

Disposition: 
Recording URL: 
Call duration: 2147
Description: Assisted the customer to reset the dongle and the headset. Also cleared the bluetooth cache of the samsung phone and cleared the pairing list of the samsung phone 
- Samsung A50 
- HP ELITE Book Win 10 enterprise

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Pritish Nandi, Oct 16, 2021, 9:23 UTC (private)

Transferring EMEA tickets from Bharat's queue

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Bharat Bhushan, Oct 14, 2021, 8:25 UTC (private)

**_NEXT ACTION_**

**Product name**: Adapt 660
**Number of Products**: 1
**Issue**: Intermittent no Side A/B Side

**What**: Share best time to call
**Who**: Robbert
**When**: 19/10/2021

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Bharat Bhushan, Oct 14, 2021, 8:25 UTC

Dear Robbert,

Hope you are doing well.

We tried calling you but couldn't get through to you.

Please share the best time to call you so that we can discuss this further.

We will be waiting for your response.

We wish you a nice day!

Best regards,
Bharat Bhushan
EPOS Global Support

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Bharat Bhushan, Oct 14, 2021, 8:23 UTC (private)

Total Duration 0
Disposition : Attempting Contact
Description: VM. Requested to share best time to call

URL:

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Robbert Spronsen, Oct 12, 2021, 13:01 UTC

Hi Barat,

I will try to test the Epos plugin for Webex.

Question:

Do you also have a solution for the same issue when I switch from a phone call to a video on the pc, and the other way around? This case doesn’t include Webex. So I think there might be more to it.

Thanks.

Met vriendelijke groet,

**Robbert van Spronsen**

M 06 11407258

[email-masked]

**Cisco Webex – personal room:**

https://rijksvideo.webex.com/meet/robbert.spronsen

Ik ben op woensdagen afwezig.

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Bharat Bhushan, Oct 12, 2021, 3:58 UTC (private)

**_NEXT ACTION_**

**Product name**: Adapt 660
**Number of Products**: 1
**Issue**: Intermittent no Side A/B Side

**What**: Update Webex/EC and select Webex as default software in EC
**Who**: Robbert
**When**: 14/10/2021

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Bharat Bhushan, Oct 12, 2021, 3:57 UTC

Dear Robbert,

Hope you are doing well.

We have recently included the EPOS plugin with the new Webex Release (07th October 2021).
https://www.eposaudio.com/en/in/contact/pressroom/press-releases/cisco-webex

Please try to update the Webex and EPOS Connect Software along with the Adapt 660 firmware.

And ensure, Webex is selected as default Softphone in EPOS Connect.

 ![](https://eposaudio.zendesk.com/attachments/token/eKNlRvEaBoBZMugNMmNZ0IqVZ/?name=inline1835632887.png)

Let us know, if you were able to change the Default Softphone Settings to Webex.

Hope to hear from you soon.

We wish you a nice day!

Best regards,
Bharat Bhushan
EPOS Global Support

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Ismael Zakaria, Oct 8, 2021, 13:23 UTC (private)

call https://eposaudio.zendesk.com/agent/tickets/178067 is closed as duplicate

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Ismael Zakaria, Oct 8, 2021, 13:21 UTC (private)

**OB Call**

- Let us know, when did the issue started?
since the beginning
- If, any recent changes made to the set up?
Nope
- If, same issue persists with USB Cable Connection (without Dongle)?
Customer does no longer have the USB cable
- Please share the headset and Dongle Firmware version.
2.16.17
Updated the headset yesterday to the latest
- Let us know the name of PC calling software/softphone you are using.
Windows 10 / Softphone
Cisco WebEx 40.8.7.13
- If possible, please test the headset on a different PC.
Customer has only one PC

Has Cisco WebEx is now compatible with our headsets, please ask customer to restart his computer, and check if Cisco WebEx can be selected as default softphone

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Bharat Bhushan, Oct 8, 2021, 10:55 UTC (private)

**_NEXT ACTION_**

**Product name**: Adapt 660
**Number of Products**: 1
**Environment**:
**Issue**: Intermittent no Side A/B Side

**What**: Share HS and Dongle Firmware
- Share Details of the PC calling software
- Share Mobile phone details
- When did the issue started?
- Any recent changes made to the set up?
- If, same issue persists with USB Cable Connection?
- Test on different PC
- Share Contact Details.
**Who**: Robbert
**When**: 13/10/2021

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Bharat Bhushan, Oct 8, 2021, 10:54 UTC

Dear Robbert,

Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number 177998** for your inquiry.

We are sorry to hear that you are experiencing problems with Adapt 660 however, we can certainly help you with this.

We tried calling you but couldn't get through to you (left a voicemail).

In order to narrow down the concern, could you please help us with a couple of things:-

- Let us know, when did the issue started?
- If, any recent changes made to the set up?
- If, same issue persists with USB Cable Connection (without Dongle)?
- Please share the headset and Dongle Firmware version.
- Let us know the name of PC calling software/softphone you are using.
- Share the windows version along with mobile phone model.
- If possible, please test the headset on a different PC.

Also, to assist you more efficiently, let us know the best time to call you.

Please do not hesitate to contact us if you have any further questions. You can reach us by answering to this email or by calling us directly from Monday to Friday between 8 AM to 5 PM on our support number +31 (0) 2080 80956.

We will be waiting for your response.

We wish you a nice day!

Best regards,
Bharat Bhushan
EPOS Global Support

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Bharat Bhushan, Oct 8, 2021, 10:49 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Robbert Spronsen
**Email**: [email-masked]
**Product name**: Adapt 660
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: PC
**Issue**: Multiple Issues with the HS and it needs to be restarted to fix the issue.
1) Unable to hear PC audio after video call ends
2) Microphone stops working whenever there is a phone call on the mobile phone after PC video call.
3) HS restarts intermittently during mobile phone calls
4) HS takes 5-10 seconds to turn off
**Troubleshooting**: Latest firmware on HS and Dongle
**Current status**: Share HS and Dongle Firmware
- Share Details of the PC calling software
- Share Mobile phone details
- When did the issue started?
- Any recent changes made to the set up?
- If, same issue persists with USB Cable Connection?
- Share Contact Details.

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Bharat Bhushan, Oct 8, 2021, 10:41 UTC (private)

Total Duration 46
Disposition : Attempting Contact
Description:  VM. Requested to share the required information and best time to call  
URL:

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!*** Robbert Spronsen was not signed in when this comment was submitted. Learn more ***!

Robbert Spronsen, Oct 8, 2021, 7:56 UTC

Hi, I have an Epos Adapt 660 which is connected to the usb dongle in my pc and to my phone. I use it to:
1. Make calls with my phone
2. make video calls on my pc
3. watch videos on my pc.

This happens multiple times a day:
1. After a video call has ended, I can't hear the pc audio anymore. Restarting the headphones is the solution.
2. After a video call has ended, and I get a phone call, I can hear the caller but my microphone is not working. There is a bluetooth connection with the phone. Restarting the headphones is the solution.
3. Sometimes when starting a call on the phone, the headphones restart automatically, like they crash.

Also, when I turn the headphones off, it usually takes 5-10 seconds before it recognizes it and let's me hear the turning off sound. Like it's still busy with something.

Both the headset and the dongle have the latest firmware.

What can I do. It's really annoying.

Thank you.

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