Desktop App: Issues with Supported Headsets

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US RingCentral Office Enterprise

We're in the process of transitioning our agents from desk phones to the RC Desktop App for Windows.  We're running Win10Pro, and our agents are using either the Plantronics Voyager Pro UC, or the Legend UC.  I previously used the Pro with the softphone and didn't experience many issues; the only problem seemed to be that the call controls on the headset wouldn't work, but this is due to the fact it's not a supported headset.  When a few of us switched to the Legend, we started noticing some issues.

  1. All four of us who are using the desktop app right now are also using the Legend.  We seem each to be having static issues occur intermittently throughout the day.  Our work stations are set up so that the Ethernet cable runs from the wall, to the phone, then to the computer.  We're about to do some renovations to our office including re-wiring all of our Ethernet cables, and we intend to have the phones & computers on separate routers.  I've heard that this can make a huge difference, so I'll wait & see with this issue, but I wanted to make you aware of it.
  2. One agent is experiencing issues where her headset will occasionally auto-answer an incoming call, even though that setting in RC & Plantronics is turned off.  She also has a delay between when she takes a caller off hold and when they can hear her talking, usually about 2-3 seconds.
  3. When I first started using the Legend, I was able to answer & end calls using the call button on my headset.  In the past week or so, I've no longer been able to do so.
Do you have any ideas what might be causing the issues mentioned in #2 & #3?
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Eric L

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Posted 2 years ago

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Mike, Official Rep

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HI Eric L

First... Just an FYI... Windows 10 is not yet supported so there may still be some quirks such as these. 

However, what you've described in both 2 & 3 actually sound like issues with the headset. 

For #2 what model of headset is this user using? Is it one of our tested/recommended models? 

For #3, This sounds like the Plantronics Hub Software may need to be installed. The call controls on the device won't work unless the software is installed. 

Mike 
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Mike, Official Rep

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Hi Eric,  Most of the settings are for personal preferences. Are there some specific settings you are curious about, and I can look into it? 

As far as the delay that sounds like an issue, probably related to the usb device software. You may want to check with Plantronics on that.  

The range/static issue sounds like an interference issue. Lots of things can cause interference; metal objects, other devices on the same band, nearby devices emitting RFs.  (phones, speakers, monitors, physical barriers, etc).   One solution would be to try a USB extension cable, or a USB hub with a cable that is at least a few feet long so you can position the USB dongle away from the computer. 

Mike 
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Eric L

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The Hub settings I thought might have something to do with the delay when taking somebody off hold.  In particular, I thought it might have been related to the Headset to PC Radio Link setting, but we both have that set to "Active Always".  But if that's not the case, it might be that we'll need to get in touch with Plantronics.

I kind of had a feeling that the range issue might be related to interference, and I hadn't thought of getting a USB extension/hub.  I'll have my manager order one or two of them to see if it helps.

Thanks again!

EDIT: Now that I think about it, would using a USB extension/hub cause any operational/compatibility issues with the headset when using the Desktop App?  Since the Desktop App identifies the BT300 dongle when it's plugged-in, I'm not sure whether it would still be able to detect that it's a BT300 when connected through the extension/hub.
(Edited)
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Mike, Official Rep

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Hi Eric,  The device should still be recognized fine. Think of a USB hub kind of like a power strip.  However if/when you buy a USB hub, you'll find some that simply run off the computers power, and some that have their own power supply.  Depending on how many ports the hub has and how many devices you plan on plugging into the hub, it might be worth getting a powered hub. Again you may want to consult with Plantronics on this to see if they have a recommendation. 

Mike 
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Eric L

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Hi Mike,

I just wanted to let you know that we finally got around to ordering a USB extension, and it seemed to have fixed the issue with range & static of the headset.  As such, we've ordered a few more for the other agents.

However, the agent using ext 402 is still experiencing delays when taking a caller off of hold.  I believe you said to try reaching out to Plantronics about that, so I'll give that a shot.

Thanks again for your help!  I'll keep you posted with any changes.
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Mike, Official Rep

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Hi Eric,  Thanks for the followup on the USB extension. I'm glad that worked! 

Mike