Subject: Re: Bad case summary #157907
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: abhishek kumar <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]>
Date: Thu, 5 Aug 2021 05:24:17 -0700 (MST)

Thank you Heta, 

We would use tihs example for coaching. However, I wanted to discuss about the case summary and what do you think would be a perfect example so that I can start session based on that. 

Probably next week if you have time to discuss this further? 

Regards, 
Pritish 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "abhishek kumar" <[email-masked]>, "Pritish Nandi" <[email-masked]> 
Cc: "Sara Aknooni, SRAK" <[email-masked]> 
Sent: Thursday, August 5, 2021 4:23:38 PM 
Subject: Bad case summary #157907 

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 : [ mailto:[email-masked] | [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 

[ http://www.eposaudio.com/enterprise/aston-martin-f1?utm_source=mailsignatur&utm_medium=email&utm_campaign=am_f1&utm_content=nn_en_email_aw ] 

	

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