Subject: Bad case summary #157907
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: 'Abhishek Kumar' <[email-masked]>, Pritish Nandi <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>
Date: Thu, 5 Aug 2021 10:53:38 +0000

Hi Abhishek and Pritish,

Here is another example of a very poor case summary from case #157907.

LEVEL 1 TRANSFER TO LEVEL 2

REASON FOR TRANSFER: SDW 60 HS, Microsoft Teams, No call control
Transfer to L2 article is checked: Y
User manual checked: Y
Knowledge base checked: Y
Zendesk old tickets checked: Y
Consulted with the team lead: Y

CASE SUMMARY FROM TICKET 151466

Company Name: Private
Contact person: Derek Poth
Email: [email-masked]<mailto:[email-masked]>
Product name: SDW 60 HS
Number of Products: 1
Sales Opportunity Size in Headsets: 0
Environment: Microsoft Teams
Issue: No call control
Current status:
Issue description:

· A call goes in on Microsoft Teams, set up as standard softphone in EPOS Connect settings, the button on the base station is blinking blue for incoming call with the right symbol.
· The call cannot be picked up, neither by pressing the button on the base station, or the button on the headset.
· When call goes in on mobile, it works.

- Windows 10 Pro 20H2, build 19042.985
- FW Version 1.7.59 for SDW 3 BS and SDW 60 HS
- BTD 800 FW 2.16.7
- Reset performed but the issue is persisting.
- Microsoft teams version 1.4.00.1161
- DIP switch settings are correct.
- After Microsoft Teams has been reinstalled, the issue is the same.

________________________________
- User to crosstest with different HS and on different base station

cx answer:
The headset works with another base. Here, however, the same issue. Calls cannot be answered or ended using the button on the base and the headset.

However, what works in all cases a call can be placed on hold. Redial function is not working although the voice prompt redialing, same on softphone or on Voip provider.
________________________________
To cross test with a different SDW 60 HS

cx answer:

- calls can be accepted on his wife's headset, but this does not work with cx-s headset on his wife's base station.
- the issue will be solved as cx will contact reseller after his holiday

Cx was asked by agent if we should proceed with RMA or if we can close case, cx answered case 151466 can be closed.
________________________________
Current situation cx mail:

- cx agreed to the exchange. The product is quite good, even if the service is not comparable to what we are used to from Sennheiser.
- If we manages to replace the defective headset at short notice, he will keep the product.
________________________________
FW screenshots and EC settings attached
________________________________
RMA SLTR approved by L2 for 1x SDW 60 HS - 1000633(1) and asked for serial and shipping info as advised.

________________________________
Cx sent on mail and confirmed on call shipping address and serial :

Derek Poth
Wilhelm-Busch-Weg 7a
59399 Olfen
+49 (163) 777 9869

It is his home office address and his office is near 200 km away. He is asking also if we could switch to SNOW because he is using the HS for his work and has no other HS to work with. He would also pay an amount as a safe for us to change the procedure into SNOW.

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
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