Subject: SDW 5066, Automatic Call Hold
From: EPOS Global Support <[email-masked]>
Cc: Pravesh Singh <[email-masked]>
Date: Tue, 25 May 2021 12:48:32 +0000

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You are registered as a CC on this support request (149993). Reply to this email to add a comment to the request.

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Temistocles Valdes, May 25, 2021, 12:48 UTC (private)

**_CASE SUMMARY_**

**Company Name**: Oasis Systems
**Contact person**: Jim Haynie
**Phone**: +1 (781) 879-1413
**Email**: [email-masked]
**Product name**: SDW 5066
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: Automatic Call Hold
**Current status**: I don't see that DIP switches or software settings were checked.

**_NEXT ACTION_**

**What**: Review DIP switch settings and EPOS Connect settings
**Who**: Modassir Hassan
**When**: By SLA due date

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Md. Modassir Hassan, May 24, 2021, 22:27 UTC (private)

**_LEVEL 1 TRANSFER TO LEVEL 2_**

**_REASON FOR TRANSFER_**: SDW 5066, Automatic Call HOLD

**Company Name**: Oasis Systems
**Contact person**: Jim Haynie
**Phone**: +1 (781) 879-1413
**Email**: [email-masked]
**Product name**: SDW 5066
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: Automatic Call Hold
**Current status**:
Cx said:
-I noticed when a call comes in on a cell phone, that it puts the active call on hold on the soft client and then switches to the ringing of the mobile phone.  I have to disconnect the mobile phone to get back to my active call.  How do you prevent the SDW5000 from not putting calls on hold automatically?

-fw updated, issue persists
-reset done, issue persists
- log attached

**Next status:
L2 to check the log file and recreate the issue**

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Jim Haynie, May 21, 2021, 17:17 UTC

![](https://eposaudio.zendesk.com/attachments/token/C5CaIZYoSZT4CblRZomWLbPyj/?name=image001.png)

**From:** EPOS Global Support <[email-masked]>
**Sent:** Friday, May 21, 2021 1:16 PM
**To:** Haynie, Jim <[email-masked]>
**Subject:** [EPOS] Re: SDW 5066, Automatic Call Hold

![EPOS Audio](https://i.imgur.com/pIPXpFH.png)

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Your request (149993) has been updated. To add additional comments, reply to this email.

**Md. Modassir Hassan** (EPOS Enterprise)

May 21, 2021, 17:15 UTC

Dear Jim,

This is with regards to your support ticket number 149993. Could you please confirm whether you have updated the firmware of the headset or not?

If Yes, what's the current firmware version of your headset?

If no, please follow the steps below in order to update the firmware:

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) Select the freeware version from our webpage.

2) Once you have installed the program on your computer, you will then need to connect the base station via micro USB to the computer and run the program. Make sure that the headset is properly docked on the base station.

3) In EPOS CONNECT, you should be able to see the headset and base station. 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.

Looking forward to your response.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

Click here to view the full ticket: eposaudio.zendesk.com/hc/requests/149993

This email is a service from EPOS Enterprise.

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This communication, along with any attachments, is covered by federal and state law governing electronic communications and may contain proprietary and legally privileged information. If the reader of this message is not the intended recipient, he or she is hereby notified that any dissemination, distribution, use or copying of this message is strictly prohibited. If you have received this in error, please reply immediately to the sender and delete this message.

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Md. Modassir Hassan, May 21, 2021, 17:16 UTC (private)

**_NEXT ACTION_**

**What**: Asking user to confirm, FW update has been done or not?
**Who**: Jim
**When**: May 26, 2021

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Md. Modassir Hassan, May 21, 2021, 17:15 UTC

Dear Jim,

This is with regards to your support ticket number 149993. Could you please confirm whether you have updated the firmware of the headset or not?

If Yes, what's the current firmware version of your headset?

If no, please follow the steps below in order to update the firmware:

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) Select the freeware version from our webpage.

2) Once you have installed the program on your computer, you will then need to connect the base station via micro USB to the computer and run the program. Make sure that the headset is properly docked on the base station.

3) In EPOS CONNECT, you should be able to see the headset and base station. 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.

Looking forward to your response.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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Jim Haynie, May 20, 2021, 23:58 UTC

No change

Need our IT Help Desk, email: [email-masked]

IT Help Desk Phone: 781-879-1434

![image](olm://attachment/AQACAAAAyQAAAAAAAAAASwIBAAAAAAAA1AAAAAAAAASmAAAAAAABAksAAAAAAAAEpgIAAIAAAAAAL2poYXluaWVAb2FzaXNzeXN0ZW1zLmNvbV9BY3RpdmVTeW5jRXhjaGFuZ2VfSHhT/AQABAACAAAAAAWoAAAAAAAAAAEwkAQAAAAAAAWcAAAAAAAADMQAAAAAAASRMAAAAAAAAAzE%3D)

**Serving Those Who Serve ****U****S**

Jim Haynie

**IT Director, ****Oasis Systems, LLC.**

● 200 Summit Drive, Burlington, MA 01803

● 1803 Research Blvd, Rockville, MD 20850

● 1000 Maine Ave SW, Washington, DC 20024

781.879.1413

![image](olm://attachment/AQACAAAAyQAAAAAAAAAASwIBAAAAAAAA1AAAAAAAAASmAAAAAAABAksAAAAAAAAEpgIAAIAAAAAAL2poYXluaWVAb2FzaXNzeXN0ZW1zLmNvbV9BY3RpdmVTeW5jRXhjaGFuZ2VfSHhT/AQABAACAAAAAAWoAAAAAAAAAAE0kAQAAAAAAAWcAAAAAAAADMQAAAAAAASRNAAAAAAAAAzE%3D)  ![image](olm://attachment/AQACAAAAyQAAAAAAAAAASwIBAAAAAAAA1AAAAAAAAASmAAAAAAABAksAAAAAAAAEpgIAAIAAAAAAL2poYXluaWVAb2FzaXNzeXN0ZW1zLmNvbV9BY3RpdmVTeW5jRXhjaGFuZ2VfSHhT/AQABAACAAAAAAWoAAAAAAAAAAE4kAQAAAAAAAWcAAAAAAAADMQAAAAAAASROAAAAAAAAAzE%3D)  Website  Email

* * *

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Md. Modassir Hassan, May 20, 2021, 23:54 UTC (private)

**_NEXT ACTION_**

**What**: Asking user to reset the HS
**Who**: Jim
**When**: May 25, 2021

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Md. Modassir Hassan, May 20, 2021, 23:54 UTC

Dear Jim,

This is with regards to your support ticket number 149993. Could you please try the following troubleshooting step and then let us know the outcome of it?

- Factory reset the IMPACT SDW. Steps to factory reset the IMPACT SDW.

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 20, 2021, 20:02 UTC

Dear Jim,

This is with regards to your **support ticket number 149993** for your inquiry.

Thank you so much for your reply.

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 1 800 895 7412.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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Jim Haynie, May 20, 2021, 18:05 UTC

I have a SDW 5066

This communication, along with any attachments, is covered by federal and state law governing electronic communications and may contain proprietary and legally privileged information. If the reader of this message is not the intended recipient, he or she is hereby notified that any dissemination, distribution, use or copying of this message is strictly prohibited. If you have received this in error, please reply immediately to the sender and delete this message.

Attachment(s):
0e6ffe8a23d299c1b4aa38e5762490ef_Generic Tenant, Enterprise Tenant_NA.zip - https://eposaudio.zendesk.com/attachments/token/BvYUJc6WJiPoey96DAbCUXF2F/?name=0e6ffe8a23d299c1b4aa38e5762490ef_Generic+Tenant%2C+Enterprise+Tenant_NA.zip

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Md. Modassir Hassan, May 20, 2021, 18:03 UTC (private)

**_NEXT ACTION_**

**What**: Asking for log files, to recreate the situation
**Who**: Jim
**When**: May 25, 2021

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Md. Modassir Hassan, May 20, 2021, 18:02 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Jim Haynie
**Phone**: +1 (781) 879-1413
**Email**: [email-masked]
**Product name**: SDW 5000
**Issue**: Automatic Call Hold
**Current status**:
- Customer said: 'I noticed when a call comes in on a cell phone, that it puts the active call on hold on the soft client and then switches to the ringing of the mobile phone.  I have to disconnect the mobile phone to get back to my active call.  How do you prevent the SDW5000 from not putting calls on hold automatically?

**Next status:
Ask cx to share the log files to recreate the issue and help him accordingly**

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Md. Modassir Hassan, May 20, 2021, 18:01 UTC

Dear Jim,

This is with regards to your support ticket number 149993. We are sorry to hear that you are facing issues with your headset. Could you please confirm the exact model number of your headset so that we will help you accordingly?

Also, we request you to please share the following files so that we will recreate this issue and help you to resolve the issue.

LOG files from EPOS Connect and a System Information file (NFO)

To get the log files of your EPOS Connect software. Please follow the instructions below:

Open the EPOS Connect Application
Select "Options > Help > Send Logs"
The application will now automatically generate a *.zip file, and you will be prompted to save the file.
Save the *.zip archive on your computer and attach the file to this email chain to send to us.

The system information. To obtain a System Information file (NFO):

On the keyboard, hold down the WINDOWS key and then hit R.
In the Run window, type MSINFO32 and then click OK.
In the System Information window, click the File menu and then Save.
Set the desired folder to save to, enter any file name, and then click Save.
Locate the saved .nfo file and attach it to the support ticket

Note: An alternative to using the WINDOWS-R key and Run window is to type MSINFO32 into the Windows Start menu, or specifically into the search field in the Start menu (Windows 7), or at the Start screen (Windows 8).

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 19, 2021, 20:31 UTC (private)

Need to discuss and check this with **Pravesh Singh**​

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Md. Modassir Hassan, May 19, 2021, 19:41 UTC

Dear Jim,

Thank you for contacting EPOS Global Support.
For your convenience we have created **support ticket number 149993** 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 1 800 895 7412.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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Jim Haynie, May 18, 2021, 21:03 UTC

I noticed when a call comes in on a cell phone, that it puts the active call on hold on the soft client and then switches to ringing of the mobile phone.  I have to disconnect the mobile phone to get back to my active call.  How do you prevent the SDW5000 from not putting calls on hold automatically?

Thanks,

Jim

Need our IT Help Desk, email:[email-masked]

IT Help Desk Phone:  781-879-1434

![](https://eposaudio.zendesk.com/attachments/token/QuMdZWRBtjjy4uiFh6jPKFQc4/?name=image001.jpg)

**Serving Those Who Serve****U****S**

Jim Haynie

**IT Director,****Oasis Systems, LLC.**

● 200 Summit Drive, Burlington, MA 01803

●1803 Research Blvd, Rockville, MD 20850

●1000 Maine Ave SW, Washington, DC 20024

781.879.1413

![](https://eposaudio.zendesk.com/attachments/token/mAw4zGWUXr56cIqXjEd1GhgFA/?name=image002.png)  ![](https://eposaudio.zendesk.com/attachments/token/RmlEBLUWFqGDHu6QlJREkcdjN/?name=image003.png) Website Email

This communication, along with any attachments, is covered by federal and state law governing electronic communications and may contain proprietary and legally privileged information. If the reader of this message is not the intended recipient, he or she is hereby notified that any dissemination, distribution, use or copying of this message is strictly prohibited. If you have received this in error, please reply immediately to the sender and delete this message.

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

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