Subject: D10, CEHS-AV 04, Avaya 9504, Avaya 9508, Noise A side.
From: EPOS Global Support <[email-masked]>
Cc: Matthew Broadley <[email-masked]>, Daniele Castiglioni <[email-masked]>
Date: Fri, 26 Mar 2021 07:41:53 +0000

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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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Vishal Singh, Mar 26, 2021, 13:11 GMT+5:30 (private)

Request #138601 "Sales packing slip SPS000002737" was closed and merged into this request. Last comment in request #138601:

Packing slip_SPS000002737_105036.PDF

Attachment(s):
Packing slip_SPS000002737_105036.PDF - https://eposaudio.zendesk.com/attachments/token/ROEysAChF0XXOpH4eNN1zFPA8/?name=Packing+slip_SPS000002737_105036.PDF

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Matthew Broadley, Mar 25, 2021, 5:13 GMT+5:30 (private)

**_NEXT ACTION_**

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

**What**: Provided the current status.

**Who**: Rochelle to respond.
**When**: 30/03/2021​

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Matthew Broadley, Mar 18, 2021, 6:28 GMT+5:30 (private)

**_NEXT ACTION_**

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

**What**: Provided the current status.

**Who**: Rochelle to respond.
**When**: 23/03/2021​

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Matthew Broadley, Mar 18, 2021, 6:27 GMT+5:30

Dear Rochelle,

We are providing the customer with one replacment at this time to ensure that the solution works.
The issue may be with the Avaya 9504 or a compatibility issue with the the phone model and the headset.
The replacment was delayed due to someone external informing our customer service team that the order for the test unit was wrong.

We hope you have a nice day!

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

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Daniele Castiglioni, Mar 17, 2021, 18:43 GMT+5:30 (private)

**_NEXT ACTION_**

**What**: Infroming customer we are investigating
Asked **Matthew Broadley**​ to check with customer
**Who**: Rochelle
**When**: 18/03/2021​

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Daniele Castiglioni, Mar 17, 2021, 18:41 GMT+5:30

Dear Rochelle,

Thank you for your email.

PLease alllow me somtime to further investigate and we will come back to you as soon as there is further information.

Have a nice day!

Kind Regards,
**Daniele Castiglioni
EPOS Global Support**

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Daniele Castiglioni, Mar 17, 2021, 18:39 GMT+5:30 (private)

**Matthew Broadley**​ customer keeps pushing that he requested replacement for 4 units and not 2.
I see in the Remarks that : 1x headset and 1x cable to test as 2/4 units have issues.
Could you please contact the customer and explain the reason why we are replacing only 2 units?

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Rochelle, Mar 17, 2021, 8:00 GMT+5:30

Hi there

I am not sure where you have got 2/4 have issues?

The customer has purchased 4 headsets with EHS and are not working on any of the Avaya 9504 handsets – they have 3 of these and 1 9508 which it works fine with.

This customer is getting very frustrated as we were told almost 2 weeks ago that this replacements had been issued.

Please advise update and confirm that the correct amount of replacements are being issued, also please advise what the replacements are?

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/k5birmRpQIv3yBWnd6AhcTR4X/?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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Daniele Castiglioni, Mar 12, 2021, 15:50 GMT+5:30 (private)

**_NEXT ACTION_**

**What**: Informing customer that RMA has been approved for  1x headset and 1x cable to test as 2/4 units have issues.
**Who**: Rochelle
**When**: 18/03/2021​

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Daniele Castiglioni, Mar 12, 2021, 15:49 GMT+5:30

Dear Rochelle,

Please note the the current warranty replacement has been approved for  1x headset and 1x cable to test as 2/4 units have issues.

Please note that we are monitoring the case and once the replacement products will be delivered and they work fine, you can contact us for further assitance on the remaining headset.

We hope you have a nice day!

Kind regards,
**Daniele Castiglioni**

**EPOS Global Technical Support**​

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Rochelle, Mar 12, 2021, 7:49 GMT+5:30

Hi Mathew

My customer is getting a bit of a run around here,

Please see attached correspondence between my customer and your customer service team…

Can you please see that the customer is getting the replacement EHS for the 9504s asap.

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/GchUW7scXf0j0AMWyXK9xGjns/?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):
unnamed_attachment_1.eml - https://eposaudio.zendesk.com/attachments/token/RTID9qfrJizN51xIE6t4UV3XK/?name=unnamed_attachment_1.eml

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Matthew Broadley, Mar 11, 2021, 3:51 GMT+5:30 (private)

**Daniele Castiglioni**​ Address fixed.

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Daniele Castiglioni, Mar 10, 2021, 19:10 GMT+5:30 (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, 5:34 GMT+5:30 (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, 9:35 GMT+5:30 (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, 9:34 GMT+5:30

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, 9:32 GMT+5:30 (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, 8:44 GMT+5:30

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 3, 2021, 4:31 GMT+5:30 (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 3, 2021, 4:31 GMT+5:30

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, 7:59 GMT+5:30

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 26, 2021, 3:56 GMT+5:30 (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 26, 2021, 3:56 GMT+5:30

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, 7:46 GMT+5:30

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 24, 2021, 4:11 GMT+5:30 (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 24, 2021, 4:10 GMT+5:30

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 22, 2021, 3:31 GMT+5:30 (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 22, 2021, 3:31 GMT+5:30

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, 10:13 GMT+5:30

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

--------------------------------
This email is a service from EPOS Enterprise.

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