Hi - we're in the process of implementing a new Shortel PBX and Contact Center.
I've got a Savi W440 handset on trial at the moment but we appear to have a problem with the Call Answer button not working correctly with the Softphones.
For outbound calls it works fine, but if we press it on an incoming call, nothing happens. It does however appear to think that it's connected the call, as pressing the button a second time terminates the call completely.
Answering the calls by clicking on screen works fine.
Any ideas on what needs to change in the software settings for this to work correctly?
Many thanks in advance.
I would be happy to assist - we are a Global Distributor for Plantronics - specializing in ATC and Public Sector but we have access to the full range of Plantronics Products.
Please geive me some details of the issue and I will try to set it up here and test.
Apologies - only just saw your response.
We have a ticket open with Plantronics tech support on this but no progress as yet.
We are using Shoretel communicator v 12.1.
Have installed latest version of Spokes software.
Headsets are Savi 440s.
We can answer and make calls fine using the on-screen prompts but pressing the answer button on the headset doesn't have any effect unless it is pressed twice in which case it terminates the call completely.
Any assistance you could provide would be appreciated as we don't seem to getting very far with this.
I am also experiencing this same call control button (hook switch) issue between the WO100 (Savi Office) and ShoreTel Communicator 12.1.
The behavior is as follows at initial startup of Communicator:
Softphone shows on-hook --> Incoming call --> three fast beeps in ear --> call control button pressed --> ringing tone and three fast beeps in ear --> call control button pressed second time --> call terminates
Softphone shows on-hook --> outbound call from Communicator --> Softphone shows off-hook --> call answered by remote end --> call can be terminated by call control button --> Softphone still shows off-hook even after call is terminated --> any subsequent calls CAN be answered via call control button
We have the following in our environment:
Product ID: 0x411
Product Name: Savi Office
Plantronics Control Panel 2.5.50537.0
Plantronics Unified Runtime Engine 2.5.50537.0
USB Firmware: 219
We've spent an unreasonable amount of time testing nearly all variables of device/settings/software for this combination at this point.
We also have an escalated ticket with Plantronics, but if we do not hear back in a timely manner with a positive answer, we will need to return 60 of these devices as this is a critical issue in our environment. I hope Plantronics can appreciate the information that we are providing them, and can decipher that this should be considered a high priority at this time. There are many folks moving to ShoreTel and it doesn't seem ready; Plantronics and ShoreTel need to talk in more ways than one.
We're still having problems with it, and like you have tried loads of different variations in settings to no avail.
I've just sent a second chase-up email to Plantronics support for an update on my outstanding ticket - I've had no response to the one I sent two weeks ago.
It's not a business critical issue for us and we've been forced to stick with the headsets for the sake of expediency, but it's a fairly major inconvenience that our staff can't remotely answer calls when they are away from their desks, which is surely one of the benefits of a wireless solution.
What galls me is that the literature clearly says that the sets are compatible with Shoretel communicator but it's clear it hasn't been fully tested against 12.1 at least.
At this point the SPOKES software for call control is only compatible with Shoretel Version 12.0. It's possible in the next update of SPOKES that this may be fixed, but at this time, there isn't any call control for the version you have at this time. ....
I can only agree with the comment above.... really shoddy,
I've just installed the latest Spokes release on the advice of Plantronics support and the problem is still in existence.
We just implemented a ShoreTel phone system. We have around 55 users using softphones but with the Savi 740 and we are running into the same issues as you are. I would figure that it is May 2012 and they would have a fix for this, but no go. We can get it to work sometimes but it is not consistent. We enabled "Wireless Headset" as Default Off-Hook, but found that every morning you have to make one, two, or three outgoing call first then it might start working.
Plantronics Savi 740 - Software 2.6.54523.0 Firmware Base 19.78, Firmware Headset 19.40