Subject: DW Pro 2 Phone, Yealink T 19PE 2, Set up guidance
From: EPOS Global Support <[email-masked]>
Cc: Rosette Modiri <[email-masked]>
Date: Wed, 22 Dec 2021 14:47:19 +0000

You are registered as a CC on this support request (189549). Reply to this email to add a comment to the request.

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Hamed Rahnama, Dec 22, 2021, 14:47 UTC (private)

**Rosette Modiri**​

These 2 are different but very similar.
So there is no call control and it is only Audio possible for these phones

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Rosette Modiri, Dec 21, 2021, 11:46 UTC (private)

**_LEVEL 1 TRANSFER TO LEVEL 2_**

**Company Name**: azergo
**Contact person**: Come Mercier
**Phone**: +33760395210
**Email**: [email-masked]
**Product name**: DW Pro 2 Phone
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Yealink T 19PE 2
**Issue**: The CX would like to know how to use EHS 36 with his phone
Desk phone not found in the compatibility Guidance, but the previous agent followed the EHS 36 set up since the CX did not want to wait for a confirmation from L2
**Troubleshooting**:
ABC on A
DIP 1 Down and other up
Restarted the desk phone and BS
**Current status**: Cx confirmed that HS is still not working with the deskphone

**_NEXT ACTION_**

**What**: **As referring to your note, is the Yealink, SIP-T19P (listed in the compatibility guide ) different to Yealink T19P E2 ? **
**Who**: L2
**When**: 22.12.2021

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Hamed Rahnama, Dec 21, 2021, 8:40 UTC (private)

**Rosette Modiri**​

Please inform the customer that the nearest version to their model Yealink T19 is in the compatibility list and it only can work with **HSL 10 II or Audio cable.**
**So there is no Call control.**

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Rosette Modiri, Dec 17, 2021, 13:06 UTC (private)

**_LEVEL 1 TRANSFER TO LEVEL 2_**

**Company Name**: azergo
**Contact person**: Come Mercier
**Phone**: +33760395210
**Email**: [email-masked]
**Product name**: DW Pro 2 Phone
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Yealink T 19PE 2
**Issue**: The CX would like to know how to use EHS 36 with his phone
Desk phone not found in the compatibility Guidance, but the previous agent followed the EHS 36 set up since the CX did not want to wait for a confirmation from L2
**Troubleshooting**:
ABC on A
DIP 1 Down and other up
Restarted the desk phone and BS
**Current status**: Cx confirmed that HS is still not working with the deskphone

**_NEXT ACTION_**

**What**: Please can we confirm to Cx that the HS is not compatible with Yealink T 19PE 2 ?
**Who**: L2
**When**: 22.12.2021

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Rosette Modiri, Dec 17, 2021, 12:19 UTC

Bonjour M. Mercier,

Merci pour votre temps au téléphone.

Nous examinons votre cas avec l'équipe et revenons vers vous dans les plus brefs délais.

Entre temps, si vous avez la moindre question supplémentaire, n'hésitez pas à revenir vers nous.

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,
Rosette Modiri
Support Technique EPOS

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Rosette Modiri, Dec 17, 2021, 12:16 UTC (private)

Total Duration 47
Disposition : Successful Call
Description:  Cx stated that he was told from us that the phone is not compatible with the HS   
URL:

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Pritish Nandi, Dec 17, 2021, 7:45 UTC (private)

Transferred from Grac's queue

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Grace Boussi, Dec 14, 2021, 10:03 UTC (private)

**_NEXT ACTION_**

**What**: 1st follow up completed
Restarted the desk phone and HS , cx will observe if that solved the issue
**Who**: Come Mercier
**When**: 17/12/2021

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Grace Boussi, Dec 14, 2021, 10:02 UTC

Bonjour M. Mercier,

J'espère que vous allez bien.

Nous avons essayé de vous joindre par ce numéro +33760395210 mais vous n'étiez pas joignable. N'hésitez pas à nous recontacter si vous avez besoin d'assistance supplémentaire ou toute autre question.

Vous pouvez nous contacter en répondant à cet email ou en nous appelant directement, du lundi au vendredi, de 8:00 à 17:00 au numéro suivant: +33 (0) 170610386

Nous vous souhaitons une bonne journée !

Cordialement,

Grace Boussi
Support Technique EPOS

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Grace Boussi, Dec 14, 2021, 10:01 UTC (private)

Total Duration 51
Disposition : Attempting Contact
Description:  VM left  
URL:

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Grace Boussi, Dec 9, 2021, 10:14 UTC (private)

**_NEXT ACTION_**

**What**: Restarted the desk phone and HS , cx will observe if that solved the issue
**Who**: Come Mercier
**When**: 14/12/2021

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Grace Boussi, Dec 9, 2021, 10:13 UTC

Bonjour M. Mercier,

Merci d'avoir contacté le support technique EPOS. Votre ticket porte la **référence 189549**.

Nous sommes désolés d'apprendre que vous rencontrez un problème avec votre casque DW Pro 2.

Nous avons essayé de vous joindre par ce numéro +33760395210 mais vous n'étiez pas joignable.

Pouvez-vous nous confirmer si la manipulation de tout à l'heure a résolu votre problème?

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 9, 2021, 10:10 UTC (private)

Total Duration 53
Disposition : Attempting Contact
Description:  VM left  
URL:

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Grace Boussi, Dec 9, 2021, 9:06 UTC (private)

**_CASE SUMMARY_**

**Company Name**: azergo
**Contact person**: Come Mercier
**Phone**: +33760395210
**Email**: [email-masked]
**Product name**: DW Pro 2 Phone
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Yealink T 19PE 2
**Issue**: The CX would like to know how
EHS 36 is used
Desk phone not found   in the compatibility Guidance, however follow the EHS 36 set up since the CX did not want to wait for a confirmation from L2
**Troubleshooting**:
ABC on A
1donw and other up
**Current status**: Restarted the desk phone and HS , cx will observe if that solved the issue

[email-masked]
Language: French
Come Mercier

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Grace Boussi, Dec 9, 2021, 8:38 UTC (private)

Disposition: Successful Call
Recording URL: https://epos.mytalkdesk.com/interactions/6215c8c59d304223bc0655f1db9f2d7c/recordings/0.mp3
Call duration: 158
Description: Network Issue

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Grace Boussi, Dec 9, 2021, 8:35 UTC (private)

ring group :france_enterprise
contact number :  +33760395210
duration : 
status :

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