Subject: UI 20 BL USB, 3CX, Led stays green
From: EPOS Global Support <[email-masked]>
Cc: Pravesh Singh <[email-masked]>
Date: Tue, 20 Apr 2021 20:03:28 +0000

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You are registered as a CC on this support request (144075). Reply to this email to add a comment to the request.

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Muhammad Ali, Apr 20, 2021, 20:03 UTC (private)

**Pravesh Singh**​
Please ask customer to use EPOS Headset.
EPOS Connect does not support Jabra headsets

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Pravesh Singh, Apr 20, 2021, 17:02 UTC (private)

Request #144152 "Chat with Jack" was closed and merged into this request. Last comment in request #144152:

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Pravesh Singh, Apr 20, 2021, 17:01 UTC (private)

**_CASE SUMMARY_**

**Company Name**: Nexus Security
**Contact person**: Jack
**Email**: [email-masked]
**Phone Number:** 03332417722 and working hours 09:00-17:00
**Product name**: UI 20 BL USB
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: 3CX
**Issue**: Led stays green
**Current status**:
the LED always stays green regardless of a call or not
3CX web client headset integration completed and selected default softphone 3CX in the EPOS Connect
The customer is using **Jabra Pro 930**
EPOS Connect Software: **4.4.0.1230**
UI 20 BL USB: **1.0.2**
the customer doesn't have an option to enable the Busy Light in the software
the only available option is softphone integration is Busy Light Integration : Softphone Integration

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**_NEXT ACTION_**

**What**: informed the customer that we have created a ticket for you and will get back to you. Assigning this ticket to Level 2 as agreed.
**Who**: Level 2
**When**:

Attachment(s):
67623830f0a7b02eb3e47d8b25c4072c6c21b5d4.png - https://eposaudio.zendesk.com/attachments/token/y5QEA6VRJEFjQJAyseTPVzlrU/?name=67623830f0a7b02eb3e47d8b25c4072c6c21b5d4.png

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Pravesh Singh, Apr 20, 2021, 16:27 UTC

Dear Jack,

Thank you for contacting EPOS Global Support. For your convenience, we have created **support ticket number 144075** for your inquiry.

Your request is currently being processed and we will be coming back to you shortly. In the meantime, should you have any questions feel free to reply to this email.

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 +44 (0) 2035144072

We wish you a nice day!

Best regards,
Pravesh Singh
EPOS Global Support

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Jack, Apr 20, 2021, 12:20 UTC (private)

Chat ended: 2021-04-20 12:19 PM UTC

Name: Jack
Email: [email-masked]
Phone: -
Notes: -

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Jack, Apr 20, 2021, 11:46 UTC (private)

Chat started: 2021-04-20 11:32 AM UTC

(11:32:33 AM) Jack: Good afternoon,
We have recently ordered the UI 20 BL USB Busylight and we are using 3CX as our softphone provider. The software for the device has been installed and we can select 3CX as the default softphone, however it just doesn't interact. The light will stay green regardless of a call or not.

Can you please provide some assistance in how this should work?
(11:32:40 AM) Customer Service: Thanks for your message, please wait a moment while our agents attend to you.
(11:33:35 AM) Customer Service: We apologize for keeping you waiting. Our operators are busy at the moment, please leave us a message with your email address and we'll get back to you shortly.
(11:33:39 AM) *** Ismael Zakaria joined the chat ***
(11:34:20 AM) Ismael Zakaria: Thank you for contacting EPOS
(11:34:53 AM) Ismael Zakaria: We are sorry for the issue with your UI 20 BL
(11:35:43 AM) Ismael Zakaria: Are you using 3CX web ?
(11:35:54 AM) Jack: Hi, Yes we are using the 3CX webclient
(11:36:21 AM) Ismael Zakaria: Which headset do you use is it SDW ?
(11:37:24 AM) Jack: We are using a Jabra headset - the Jabra Pro930
(11:38:08 AM) Ismael Zakaria: Thank you for the details
(11:38:50 AM) Ismael Zakaria: could you please install our plugin for 3CX and tell us how it works ?
(11:39:03 AM) Jack: I have installed that
(11:39:25 AM) Ismael Zakaria: No which web browser do you use ?
(11:39:34 AM) Jack: Google Chrome
(11:40:07 AM) Ismael Zakaria: can you open a new page on Google chrome
(11:40:33 AM) Ismael Zakaria: then go to go to chrome://flags/
(11:41:22 AM) Jack: I have
(11:41:43 AM) Ismael Zakaria: Search for “tls”, you will find “Enforce deprecation of legacy TLS versions”
(11:42:06 AM) Ismael Zakaria: is it default or disabled ?
(11:42:58 AM) Jack: It is set at "default"
(11:43:10 AM) Ismael Zakaria: Please disable it
(11:44:13 AM) Jack: Then what should we do
(11:45:08 AM) Ismael Zakaria: Now you will need to make sure the UI 20 is connected directly to your computer and then restart your computer and try again
(11:45:48 AM) Jack: Ok, I will do that. I will contact the customer support if the problem still persists.
(11:46:08 AM) Ismael Zakaria: Sure we will be happy to help with this issue.
(11:46:20 AM) Ismael Zakaria: Do you have any other query ?
(11:46:28 AM) Jack: No, not right now. Thank you
(11:46:39 AM) Ismael Zakaria: Thank you for choosing our website. Please feel free to contact us anytime if you need further assistance. Have a nice day! Goodbye.
(11:46:59 AM) *** Ismael Zakaria left the chat ***

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Jack, Apr 20, 2021, 11:34 UTC (private)

Chat started: 2021-04-20 11:32 AM UTC
Served by: Ismael Zakaria

IP: 164.39.221.74
User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/89.0.4389.128 Safari/537.36
Country: United Kingdom
City: Leicester
URL: https://eposaudio.zendesk.com/hc/en-us

Chat ID: 2104.967893.SV7YQSrfpFIFH

The chat transcript will be appended when the agent or visitor leaves the chat.

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