Subject: SP 20 ML, PC, Mute Issue
From: EPOS Global Support <[email-masked]>
Cc: Pravesh Singh <[email-masked]>, Daniele Castiglioni <[email-masked]>
Date: Tue, 22 Jun 2021 08:47:41 +0000

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You are registered as a CC on this support request (152245). Reply to this email to add a comment to the request.

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Ashish, Jun 22, 2021, 8:47 UTC (private)

Request #156782 "Order Acknowledgement / Confirma..." was closed and merged into this request. Last comment in request #156782:

Confirmation_010050_20210622_SUS000030026-2.PDF

Attachment(s):
Confirmation_010050_20210622_SUS000030026-2.PDF - https://eposaudio.zendesk.com/attachments/token/5QKCmXSqrlZMFjlsShK5opsJh/?name=Confirmation_010050_20210622_SUS000030026-2.PDF

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Daniele Castiglioni, Jun 22, 2021, 8:15 UTC (private)

Request #156690 "Order Acknowledgement / Confirma..." was closed and merged into this request. Last comment in request #156690:

Confirmation_162505_20210621_SUS000030026-1.PDF

Attachment(s):
Confirmation_162505_20210621_SUS000030026-1.PDF - https://eposaudio.zendesk.com/attachments/token/ssXQCO1CFKPEwsrBCJW4zusSn/?name=Confirmation_162505_20210621_SUS000030026-1.PDF

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Daniele Castiglioni, Jun 22, 2021, 8:13 UTC (private)

Request #156688 "Packing slip – SPS000052797" was closed and merged into this request. Last comment in request #156688:

Packing slip_SPS000052797_161758.PDF

Attachment(s):
Packing slip_SPS000052797_161758.PDF - https://eposaudio.zendesk.com/attachments/token/1oBIOx5hYLaur5VSWJ6RM76h8/?name=Packing+slip_SPS000052797_161758.PDF

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Aparna Jain, Jun 21, 2021, 9:47 UTC (private)

**_NEXT ACTION_**

**What**: Faulty received
**Who**: Sandeep
**When**: 26/06/2021​

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Aparna Jain, Jun 21, 2021, 9:47 UTC

Dear Sandeep,

Thank you for sending the defective headset.

After the defective product has been checked, we will contact you regarding the next steps.

Best regards,
**Aparna
EPOS Global Support**

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Aparna Jain, Jun 12, 2021, 10:54 UTC (private)

**_NEXT ACTION_**

**What**: Sent new return label 1Z8760F39094548575
**Who**: Sandeep
**When**: 22/06/2021​

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Aparna Jain, Jun 12, 2021, 10:54 UTC

Dear Sandeep,

We are sending a new pre-paid UPS return label attached to this email. Please follow the instructions on the label and return the faulty product to us within seven days.

We wish you a nice day!

Best regards,
**Aparna
EPOS Global Support**

Attachment(s):
152245.pdf - https://eposaudio.zendesk.com/attachments/token/HIVXPeppZpQ9GLyoOfFt7GIFX/?name=152245.pdf

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Pravesh Singh, Jun 11, 2021, 21:18 UTC (private)

Hello **Daniele Castiglioni**​, I have called the customer and he requested for a new return label. The customer will ship the faulty unit as soon as he receive the new label.

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Daniele Castiglioni, Jun 11, 2021, 10:06 UTC (private)

**Pravesh Singh**​ please call customer to check if he will return the faulty headset. - SLTR

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Daniele Castiglioni, Jun 3, 2021, 11:26 UTC (private)

**_NEXT ACTION_**

**What**: Return label sent to customer ( 1Z8760F39091803884 ) - SLTR
**Who**: Sandeep
**When**: 11/06/2021​

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Daniele Castiglioni, Jun 3, 2021, 11:25 UTC

Dear Sandeep,

We are sending a pre-paid UPS return label attached to this email. Please follow the instructions on the label and return the faulty product to us within seven days.

We wish you a nice day!

Best regards,
**Daniele Castiglioni
EPOS Global Support**

Attachment(s):
152245.pdf - https://eposaudio.zendesk.com/attachments/token/ODCn99mJ0819lIj6oMC89icna/?name=152245.pdf

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Md. Modassir Hassan, Jun 2, 2021, 16:36 UTC (private)

**_RMA FOLLOW UP_**

**Article**: 1000226(1)
**Process**: SLTR
**Service Center**: [email-masked]

**Remarks**:
- Customer Service to process the RMA

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Md. Modassir Hassan, Jun 2, 2021, 16:18 UTC

Dear Sandeep,

Thank you for the information.

We are processing the request and will send you a return label for returning the faulty product **EXPAND 20 and article number: 1000226.**

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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Sandeep Velagam, Jun 2, 2021, 16:11 UTC

Hi

Company: N/A
Name: Sandeep Velagam
Phone: (636)386-6545
E-mail: [email-masked]
Address line 1: 6871 Ames Rd
Address line 2: Apt#421
City: Parma
State/Province: OH
Zip Code: 44129
Country: USA

Product: **EXPAND 20**
Serial number: A000420203600387
Article-No.: 1000226
Quantity: 01

The speaker is going on mute, the other party can't hear anything, I have tried updating the firmware, checked my laptop settings, and tried with the other laptops still the same issue.

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Md. Modassir Hassan, May 31, 2021, 15:26 UTC (private)

**_NEXT ACTION_**

**What**: Gathering RMA SLTR info
**Who**: Sandeep
**When**: June 03, 2021

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Md. Modassir Hassan, May 31, 2021, 15:26 UTC

Dear Sandeep,

This is with regards to your support ticket number 152245.

Could you please provide us with the following information before we can proceed with the replacement process?

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

Product: **EXPAND 20**
Serial number:
Article-No.: 1000226
Quantity: 01

Return reason: (Please provide a concise description of the issue)

Please note that in accordance with the warranty terms the defective product needs to be returned and inspected first before a replacement can be ordered. We will send you further instructions regarding the returning later.

Looking forward to your response.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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Matthew Broadley, May 31, 2021, 1:47 UTC (private)

RMA approved, SLTR, 1000226(1)

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Md. Modassir Hassan, May 28, 2021, 22:25 UTC (private)

**_LEVEL 1 TRANSFER TO LEVEL 2_**

**_REASON FOR TRANSFER_**: RMA Approval

**Company Name**: NA
**Contact person**: Sandeep Velagam
**Email**: [email-masked]
**Product name**: SP 20 ML
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: PC
**Issue**: Mute Issue
**Current status**:
- SP 20 ML, Mute Issue
- Customer is facing issues with the SP 20 ML speakerphone. He said whenever he connects the speaker to the laptop, the mute button will turn ON automatically.
- He said he has tested this speakerphone on different computers as well but the issue remains the same. As soon as he connects the speakerphone to any computer, it automatically got muted. Even though he tried to press the mute button to unmute it, it doesn't do anything. he said the RED mute lights are ON forever.
- Also, when he tested this speakerphone on his mobile phone, it also exhibits the same behavior.
- Customer is looking for a replacement
- POP attached

**Next status: **
**RMA Request, SLTR, EXPAND 20, 1000226(1)**

Attachment(s):
Amazon.com - Order 112-2337149-2341869 (1).pdf - https://eposaudio.zendesk.com/attachments/token/hwRXizjmq7r1Yq6Viu6VpNmNB/?name=Amazon.com+-+Order+112-2337149-2341869+%281%29.pdf

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Md. Modassir Hassan, May 28, 2021, 22:21 UTC

Dear Sandeep,

This is with regards to your support ticket number 152245. Thank you for helping us with the proof of purchase.

We are now checking the warranty claim for you and we will get back to you as soon as possible. Please do not hesitate to contact us if you have any further questions. You can reach us by answering to this email or by calling us directly from Monday to Friday between 8 AM to 5 PM on our support number 1 800 895 7412.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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Sandeep Velagam, May 28, 2021, 22:15 UTC

Hi Hassan,

Please find the attached files for your reference. Let me know if you have any questions.

Thanks

Sandeep

Attachment(s):
Capture.PNG - https://eposaudio.zendesk.com/attachments/token/itzZRs5wQj8lXikjAUySLMyZx/?name=Capture.PNGAmazon.com - Order 112-2337149-2341869.pdf - https://eposaudio.zendesk.com/attachments/token/BB5QXAGVtbEtOSiubD4rOCKRg/?name=Amazon.com+-+Order+112-2337149-2341869.pdf

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Md. Modassir Hassan, May 28, 2021, 21:31 UTC (private)

**_NEXT ACTION_**

**What**: Customer to share the POP
**Who**: Sandeep
**When**: June 02, 2021

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Md. Modassir Hassan, May 28, 2021, 21:31 UTC

Dear Sandeep,

This is with regards to your support ticket number 152245. Thank you for giving time out of your busy day to speak with me on the phone and I am glad I was able to be of assistance to you today.

We are sorry to hear that the troubleshooting steps did not resolve the issue. We request you to please share the proof of purchase in PDF format with us so that we can check the warranty status and procedure for your device.

Once received, we will check the status and get back to you. Looking forward to your response.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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Md. Modassir Hassan, May 28, 2021, 21:29 UTC (private)

Total Duration 210
Disposition : Successful Call
Description:  call the cx on +16363866545, cx met. He said he has tested this speakerphone on different computer as well but the issue remains the same. As sson as he connectes the speakerphone to any computer, it automatically got muted. Even though he tried to press the mute button to unmute it, it doesn't do anything. he said the RED mute lights are ON forever.

Also, when he tested this speakerphone to his mobile phone, it also exhibits the same behavior. 

Asked cx to share the POP, cx agreed  
URL:

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Sandeep Velagam, May 28, 2021, 20:59 UTC

Hi
I have tried this, but no luck.

Thanks

Sandeep

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Md. Modassir Hassan, May 28, 2021, 19:52 UTC (private)

**_NEXT ACTION_**

**What**: Asked cx to FW update and some probing ques
**Who**:  Sandeep
**When**:  June 02, 2021

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Md. Modassir Hassan, May 28, 2021, 19:40 UTC

Dear Sandeep,

Thank you for contacting EPOS Global Support. For your convenience, we have created **support ticket number 152245** for your inquiry.

We are sorry to hear that you are experiencing problems with your SP 20 ML speakerphone. In order to resolve this mute issue, we recommend you to perform the following tests:

We ask you to check Windows 10 privacy microphone settings:

1.

Please open the menu for Windows settings

2.

Select the "Privacy" or "Data protection" setting

3.

Select the "Microphone" or "Microphone" setting

4.

Activate the function "Allow apps to access your microphone" or "Allow apps to use my microphone"

*Please connect the speakerphone to the different USB ports and then test(preferably USB 2.0 Port)?
*Please cross-tested the speakerphone on a different computer(if possible)?

Please let us know whether this setting has led to the desired success.

Also, please update the firmware of the speakerphone.

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

1) Follow the link to EPOS CONNECT software. Select free version
2) 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.

3) In EPOS CONNECT, you should be able to see the headset or speaker. It will display both the device ID and current firmware version on your device.

4) 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.

5) Now simply go to the "Updates" tab, click the 'Update' button, and the program will download the latest version and upload it to the device.

Please let us know how it goes. Looking forward to your response.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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Md. Modassir Hassan, May 28, 2021, 19:36 UTC (private)

**_CASE SUMMARY_**

**Company Name**: NA
**Contact person**: Sandeep Velagam
**Email**: [email-masked]
**Product name**: SP 20 ML
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: PC
**Issue**: Mute Issue
**Current status**:
- Customer is facing issues with the SP 20 ML speakerphone. He said whenever connects the speaker to the laptop, the mute button will turn ON automatically.
- cx have tested the speakerphone to different computer and still faced the same issue.

**Next status:
- Asking the user to FW update and some probing qestions**

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Md. Modassir Hassan, May 28, 2021, 19:10 UTC (private)

Disposition: Successful Call
Recording URL: https://epos.mytalkdesk.com/interactions/5754aaaa41fa499e92eb6ee5c6b82d72/recordings/0.mp3
Call duration: 597
Description: Customer is facing issues with the SP 20 ML speakerphone. He said whenever  connects the speaker to laptop, the mute button will turn ON automatically. 

cx have tested the speakerphone to different computer and still faced the same issue

OS: Windows1020H2
Model No: SP 20 ML
Name: Sandeep Velagam
Email: [email-masked]
Contact No: +16363866545
Country: US

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Md. Modassir Hassan, May 28, 2021, 18:58 UTC (private)

ring group :us_enterprise
contact number :  +18605779120
duration : 
status :

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