Subject: D10, CEHS-AV 04, Avaya 9504, Avaya 9508, Noise A side.
From: EPOS Global Support <[email-masked]>
Cc: Daniele Castiglioni <[email-masked]>
Date: Wed, 10 Mar 2021 22:21:28 +0000

##- Please type your reply above this line -##

You are registered as a CC on this support request (130550). Reply to this email to add a comment to the request.

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Matthew Broadley, Mar 10, 2021, 22:21 UTC (private)

**Daniele Castiglioni**​ Address fixed.

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Daniele Castiglioni, Mar 10, 2021, 13:40 UTC (private)

**Matthew Broadley**​ could you please check side conversation and advise. thanks. Then you can re-assign the ticket to me.

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Matthew Broadley, Mar 9, 2021, 0:04 UTC (private)

**_RMA FOLLOW UP_**

**Article**: 1000573(1), 1000741(1)
**Process**: SNOW
**Service Center**: [email-masked]

**Remarks**: No return of the old device.

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Matthew Broadley, Mar 5, 2021, 4:05 UTC (private)

**_NEXT ACTION_**

**Product name**: D10
**Number of Products**: 2
**Environment**: Avaya 9504, Avaya 9508
**Issue**: Noise A-side.

**What**: Process the warranty order.

**Who**: APAC CS
**When**: 22/03/2021​

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Matthew Broadley, Mar 5, 2021, 4:04 UTC

Dear Rochelle,

I have placed the order for a new unit and cable. They should arrive within the next two weeks.
I'm also trying to find an Avaya 9504 to personally test in the meantime.

We hope you have a nice day!

Kind regards,
**Matthew
EPOS Global Technical Support**

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Matthew Broadley, Mar 5, 2021, 4:02 UTC (private)

**_RMA FOLLOW UP_**

**Article**: 1000573(1), 1000741(1)
**Process**: SNOW
**Service Center**: [email-masked]

**Remarks**: No return of old device.

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Rochelle, Mar 5, 2021, 3:14 UTC

Hi

Please see details below and our proof of purchase attached

**Company**: Citizen Watches
**Name**: Tommy Jameson
**Phone**: 0294527300
**E-mail**: [email-masked]
**Address line 1**: Building 10, 49 Frenchs Forest Road
**Address line 2**:
**City**: Frenches Forest
**State/Province**: NSW
**Zip Code**: 2086
**Country**:Australia

Regards

Rochelle Matheson Sales Manager
E: [email-masked]

**P: 1300 664 453**  M: 0468 764 505

![3453_Convergecom_Logo_RGB_on-white](https://eposaudio.zendesk.com/attachments/token/9INuughwypfGfluXrMwVhsNhJ/?name=image001.png)

**www.convergecom.com.au**

** **

**PLEASE NOTE OUR NEW BUSINESS LOCATIONS:**

Sydney – Level 1, 17 Falcon Street, Crows Nest, NSW 2065

Central Coast – Suite 2, Level 1, 72 Terrigal Esplanade, Terrigal NSW 2260

**Postal:** PO Box 557, Terrigal, NSW 2260

Attachment(s):
INVOICE-V30567.pdf - https://eposaudio.zendesk.com/attachments/token/TI9wJ7QyJAyVCuGXuzqFkEDKc/?name=INVOICE-V30567.pdf

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Matthew Broadley, Mar 2, 2021, 23:01 UTC (private)

**_NEXT ACTION_**

**Product name**: D10
**Number of Products**: 2
**Environment**: Avaya 9504
**Issue**: Noise A side.

**What**: Gathering RMA details.

**Who**: Rochelle
**When**: 08/03/2021​

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Matthew Broadley, Mar 2, 2021, 23:01 UTC

Dear Rochelle,

I'd like to send the customer another EHS cable to test. Can you ask your customer to provide the following details?

**Company**:
**Name**:
**Phone**:
**E-mail**:
**Address line 1**:
**Address line 2**:
**City**:
**State/Province**:
**Zip Code**:
**Country**:

**Proof of Purchase**: (Please attach a copy of your proof of purchase to your reply)

We hope you have a nice day!

Kind regards,
**Matthew
EPOS Global Technical Support**

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Rochelle, Mar 1, 2021, 2:29 UTC

Hi there

Please see attached image from customer.

Regards

Rochelle Matheson Sales Manager
E: [email-masked]

**P: 1300 664 453**  M: 0468 764 505

![3453_Convergecom_Logo_RGB_on-white](https://eposaudio.zendesk.com/attachments/token/74TmTHYbs9MBsi32LDtdinmCk/?name=image001.png)

**www.convergecom.com.au**

** **

**PLEASE NOTE OUR NEW BUSINESS LOCATIONS:**

Sydney – Level 1, 17 Falcon Street, Crows Nest, NSW 2065

Central Coast – Suite 2, Level 1, 72 Terrigal Esplanade, Terrigal NSW 2260

**Postal:** PO Box 557, Terrigal, NSW 2260

Attachment(s):
EHS.jpg - https://eposaudio.zendesk.com/attachments/token/aazfR5xRb3O38OM5tw58ZY0S4/?name=EHS.jpg

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Matthew Broadley, Feb 25, 2021, 22:26 UTC (private)

**_NEXT ACTION_**

**Product name**: D10
**Number of Products**: 2
**Environment**: Avaya 9504, Avaya 9508.
**Issue**: Noise A side.

**What**: Gathering Batch number.

**Who**: Rochelle
**When**: 03/03/2021​

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Matthew Broadley, Feb 25, 2021, 22:26 UTC

Dear Rochelle,

On the CEHS-AV 04 cables, there is a box with a sticker on the back. Can you ask the customer to take a picture of this sticker.
I will check the batch number of the cable and replace the cable with a different batch.

We hope you have a nice day!

Kind regards,
**Matthew
EPOS Global Technical Support**

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Rochelle, Feb 24, 2021, 2:16 UTC

Hi There

The customer has done the trouble shooting you have provided (see below response from customer). We have also confirmed that the handsets are at latest version as they are digital handsets.

Email from customer:

_As discussed I have installed the software however the headset doesn’t show up on it anywhere see below screenshots. There is something on “Settings” but it is there if the headset is plugged in or not._

![](https://eposaudio.zendesk.com/attachments/token/e7MRTLc9Wz6U3DEeZCEaKkdMA/?name=image002.png)

![](https://eposaudio.zendesk.com/attachments/token/r5SIn8D3asABFWXWbjyTOHxj6/?name=image003.png)

![](https://eposaudio.zendesk.com/attachments/token/KUMd9FVwEZWyPgth8NngUAedQ/?name=image004.png)

![](https://eposaudio.zendesk.com/attachments/token/NWZ59sOrj7VCYuEwyNVdVm0nY/?name=image005.png)

Please advise next steps

Regards

Rochelle Matheson Sales Manager
E: [email-masked]

**P: 1300 664 453**  M: 0468 764 505

![3453_Convergecom_Logo_RGB_on-white](https://eposaudio.zendesk.com/attachments/token/QIQLkM7qf09Oo0tmIGBXDu1BV/?name=image001.png)

**www.convergecom.com.au**

** **

**PLEASE NOTE OUR NEW BUSINESS LOCATIONS:**

Sydney – Level 1, 17 Falcon Street, Crows Nest, NSW 2065

Central Coast – Suite 2, Level 1, 72 Terrigal Esplanade, Terrigal NSW 2260

**Postal:** PO Box 557, Terrigal, NSW 2260

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Matthew Broadley, Feb 23, 2021, 22:41 UTC (private)

**_NEXT ACTION_**

**Product name**: D10
**Number of Products**: 2
**Environment**:
**Issue**: Noise A-side.

**What**: Confirming cross-test. Asked the user to update and reset.

**Who**: Rochelle to respond.
**When**: 01/03/2021​

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Matthew Broadley, Feb 23, 2021, 22:40 UTC

Dear Rochelle,

Thank you for contacting EPOS Global Support.
For your convenience, we have created a **support ticket number 130550** for your inquiry.

Can you confirm if you have tried a working headset from the 9508s to the 9504s with the same cable? Please ensure the headset is up to date and that the unit has been reset. Please also ensure that the Avaya phones re-running the latest software version.

**In order to update your headset, you will need to download our free program EPOS Connect on a Windows based PC and follow the instructions below:**

1. Follow this link: https://eposaudio.com - Software Downloads
2. Download and install the EPOS Connect Software.
3. Once you have installed the program on your computer, you will then need to connect the device via USB to the computer and run the program. Please ensure that the headset is correctly placed on the base station before doing this.
4. Once you open the program, you should be able to see the headset and the base separately. It will display both the device ID and current firmware version on your device.
5. Click on Options and select Check for Updates, EPOS Connect will now retrieve the latest firmware versions available. Ensure that you have an active connection to the internet, and that no firewall is blocking the internet connection to our servers.
6. Now simply go to the "Updates" tab, click the 'Update' button and the program will download the latest version and upload it to the devices.

**In order to perform a factory reset with your DECT headset, please take the following steps:**

1. Ensure that all the power supply are disconnect (both via USB and main supply).
2. Wait a moment to make sure that no residual charge is left in the base station.
3. On the back of the base, press and hold the reset button (the small black button located near the DIP switches). You will need to press it with a sharp item, such as a pen.
4. Whilst continuing to press the reset button, reconnect power to the base.
5. Once power has been reconnected, release the reset button.
6. The base station should now carry out a reset.

We hope you have a nice day!

Kind regards,
**Matthew
EPOS Global Technical Support**

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Matthew Broadley, Feb 21, 2021, 22:01 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Rochelle
**Email**: [email-masked]
**Product name**: D10
**Number of Products**: 2
**Sales Opportunity Size in Headsets**: 0
**Environment**: CEHS-AV 04
**Issue**: Noise A side.
**Current status**: Confirming crosstest. Asked the user to update and reset.

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Matthew Broadley, Feb 21, 2021, 22:01 UTC

Dear Rochelle,

Thank you for contacting EPOS Global Support.
For your convenience we have created a **support ticket number 130550** for your inquiry.

Can you confirm if you have tried a working headset from the 9508s to the 9504s with the same cable? Please ensure the headset is up to date and that the unit has been reset. Please also ensure that the Avaya phones re running the latest software version.

**In order to update your headset, you will need to download our free program EPOS Connect on a Windows based PC and follow the instructions below:**

1. Follow this link: https://eposaudio.com - Software Downloads
2. Download and install the EPOS Connect Software.
3. Once you have installed the program on your computer, you will then need to connect the device via USB to the computer and run the program. Please ensure that the headset is correctly placed on the base station before doing this.
4. Once you open the program, you should be able to see the headset and the base separately. It will display both the device ID and current firmware version on your device.
5. Click on Options and select Check for Updates, EPOS Connect will now retrieve the latest firmware versions available. Ensure that you have an active connection to the internet, and that no firewall is blocking the internet connection to our servers.
6. Now simply go to the "Updates" tab, click the 'Update' button and the program will download the latest version and upload it to the devices.

**In order to perform a factory reset with your DECT headset, please take the following steps:**

1. Ensure that all the power supply are disconnect (both via USB and main supply).
2. Wait a moment to make sure that no residual charge is left in the base station.
3. On the back of the base, press and hold the reset button (the small black button located near the DIP switches). You will need to press it with a sharp item, such as a pen.
4. Whilst continuing to press the reset button, reconnect power to the base.
5. Once power has been reconnected, release the reset button.
6. The base station should now carry out a reset.

We hope you have a nice day!

Kind regards,
**Matthew
EPOS Global Technical Support**

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Rochelle, Feb 19, 2021, 4:43 UTC

Hello,

Convergecom have sold some D10’s with CEHS-04 to Citizen watches.

The customer is plugging them into Avaya 9504 handsets and they are getting excessive crackling (apparently when they connect them to Avaya 9508 handsets they are fine so it may be a setting or an EHS issue with the 9504).

Could you please let me know what we can do to assist the partner here? (there may be different toggle settings or maybe they need a different EHS for the 9504???)

Thank you

Regards

Rochelle Matheson Sales Manager
E: [email-masked]

**P: 1300 664 453**  M: 0468 764 505

![3453_Convergecom_Logo_RGB_on-white](https://eposaudio.zendesk.com/attachments/token/XXJSCVwIRpSDTTk6cWGCxkHrY/?name=image001.png)

**www.convergecom.com.au**

** **

**PLEASE NOTE OUR NEW BUSINESS LOCATIONS:**

Sydney – Level 1, 17 Falcon Street, Crows Nest, NSW 2065

Central Coast – Suite 2, Level 1, 72 Terrigal Esplanade, Terrigal NSW 2260

**Postal:** PO Box 557, Terrigal, NSW 2260

--------------------------------
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