EHS36 & Jabra GN9330e cause full echo for other party

[Clevelander]

I have several EHS36 and several Jabra GN9330e wireless headsets. When using the headsets, the other party hears every word they speak as a full volume echo. Everything sounds fine for the party wearing the Jabra headset.

I've tried hooking them up to a T46G and a T42G with identical results. I've tried hooking it up with and without the EHS36 with identical results.

Any thoughts?

[Coco_Yealink]

Hi Clevelander,

In order to better locate the issue what you mentioned, may I have following answers for further analysis.
1. Does this issue happen no matter the other part is internal call or external call ?
2.How often does the issue happen, always?
3.All EHS & Jabra headset in your side have the same issue?
4.Does the other party use handset or headset to answer the call ,then hear the echo?
5.Does the issue still exist if you speak by a handset but not EHS & Jabra headset?
6.Does the issue still exist if you speak by a speaker but not EHS & Jabra headset?
7.Please press Mute in your side ,after that, does the other part still hear the echo?

Waiting for your feedback.

Thx

[Clevelander]

It was happening with all my Jabra GN9330e wireless headsets. I eventually stumbled upon some information indicating the headsets could support multiple hookswitch modes. I had trouble changing that setting though, so I called Jabra.

Jabra informed me that they added the hookswitch settings in August of 2009. Some of my headsets were manufactured before that, some after that. Also, my pre-August-2009 headsets somehow got paired with my post-August-2009 bases, so they were doing odd things when I tried to program that feature. Once we came to that realization AND we paired the headsets to their original bases, we were able to make some progress. To find the manufacturer date of your headset and base, you have to look at the serial number behind the battery on the headset and behind the vertical headset-holder piece on the base. The 3rd and 4th to the last position are the manufacturing month and year. For example, ABCDEFGHIJM79DD would indicate it was manufactured in July (indicated by the 7) of 2009 (indicated by the 9).

POST-AUGUST-2009 HEADSETS & BASES
Once everything was married up properly, we changed the hookswitch settings on the post-August-2009 headsets/bases to be "DHSG" mode (by default, they were set to "GN RHL") ("DHSG" is what is used by Siemens, Elmeg, Cisco, Avaya, and Polycom desk telephones). THEN, I could use the headsets without hearing the echo. Once I put the headset in "DHSG" mode though, the headset was effectively useless without the EHS36 being used (no audio in either direction).

PRE-AUGUST-2009 HEADSETS & BASES
When I got the pre-August-2009 headsets & bases married up properly (these are the ones that don't let me change the hookswitch mode), I found that I could use them with my T46G and T42G phones by plugging the headset base directly into the phone WITHOUT using the EHS36. There was no echo on these. I wasn't able to answer a call by pressing the button on the headset, but I could leave the headset "off hook", press the headset button on the phone to activate headset support, and use the softkey buttons on the phone to control the call (pick up, mute, and hang up). When I added an EHS36 into the mix on these headsets, it did not change any behavior -- that is, it added no functionality, and I was still unable to pick up the call using the button on the headset.

I'm a little disappointed that the EHS36 was unable deliver full functionality to the pre-August-2009 headsets, especially considering they're from one of the larger headset companies (Jabra).

[Coco_Yealink]

Hi Clevelander,

May I know the firmware of EHS in your side?
If it is not the latest firmware,could you please upgrade it,and test again?

upgrade the firmware of EHS

Thx

[Clevelander]

(09-26-2014 02:39 PM)Yealink_Coco Wrote:  Hi Clevelander,

May I know the firmware of EHS in your side?
If it is not the latest firmware,could you please upgrade it,and test again?

upgrade the firmware of EHS

Thx

I upgraded to the latest firmware, and I have the same results as before.

[Coco_Yealink]

Sorry for the late.
Please make sure you connect them as this order: T46-EHS36-wireless headset ( ignore the EXP if you not use it )


And could you please check the following questions with me ?
1.POST-AUGUST-2009 HEADSETS & BASES
--T46G + Jabra GN9330e (DHSG mode) --->work well
--T46G+EHS36+Jabra GN9330e ---> no audio ? cannot hear each other?

2.PRE-AUGUST-2009 HEADSETS & BASES
--T46G+Jabra GN9330e -->no echo ,but cannot answer a call by pressing the button on the headset, but leave the headset "off hook"
--T46G+EGS+ Jabra GN9330e--> no echo ,but cannot answer a call by pressing the button on the headset, but leave the headset "off hook"

Could you please check what is the mode of PRE-AUGUST-2009 HEADSETS? And what will happen if you use the "GN RHL" mode in POST-AUGUST-2009 HEADSETS ?
And you have said that "EHS36 & Jabra GN9330e cause full echo for other party " ,but I cannot see it from your last description.

Waiting for your feedback.

Thx

[Clevelander]

(10-10-2014 08:37 PM)Yealink_Coco Wrote:  Sorry for the late.
Please make sure you connect them as this order: T46-EHS36-wireless headset ( ignore the EXP if you not use it )

Yes, that is how we have it hooked up.

(10-10-2014 08:37 PM)Yealink_Coco Wrote:  And could you please check the following questions with me ?
1.POST-AUGUST-2009 HEADSETS & BASES
--T46G + Jabra GN9330e (DHSG mode) --->work well
--T46G+EHS36+Jabra GN9330e ---> no audio ? cannot hear each other?

1.POST-AUGUST-2009 HEADSETS & BASES
--T46G + Jabra GN9330e (DHSG mode) ---> no audio, cannot hear each other.
--T46G+EHS36+Jabra GN9330e (DHSG mode) ---> everything works as intended

(10-10-2014 08:37 PM)Yealink_Coco Wrote:  2.PRE-AUGUST-2009 HEADSETS & BASES
--T46G+Jabra GN9330e -->no echo ,but cannot answer a call by pressing the button on the headset, but leave the headset "off hook"
--T46G+EGS+ Jabra GN9330e--> no echo ,but cannot answer a call by pressing the button on the headset, but leave the headset "off hook"

2.PRE-AUGUST-2009 HEADSETS & BASES
--T46G+Jabra GN9330e -->no echo, but cannot answer a call by pressing the button on the headset, must leave the headset "off hook" and answer the call using the soft keys on the Yealink phone
--T46G+EHS36+ Jabra GN9330e--> no echo ,but cannot answer a call by pressing the button on the headset, but leave the headset "off hook" and answer the call using the soft keys on the Yealink phone (same behavior as without the EHS36). NOTE: I'm not sure what the "EGS" is that you mentioned. Did you mean EHS36?

(10-10-2014 08:37 PM)Yealink_Coco Wrote:  Could you please check what is the mode of PRE-AUGUST-2009 HEADSETS? And what will happen if you use the "GN RHL" mode in POST-AUGUST-2009 HEADSETS ?
And you have said that "EHS36 & Jabra GN9330e cause full echo for other party " ,but I cannot see it from your last description.

Since there is no option to change it the "mode" of those headsets, there is no documentation of what mode it operates by default.

[Coco_Yealink]

Hello,

Thank you for your information . And "EGS" is my error writing.
So, let me make a summary, the issue in your side is happen on PRE-AUGUST-2009 HEADSETS & BASES , and the headset cannot answer the call.
So,could you please tell me will the phone change from idle to dial mode after you press the answer key when there is no coming call?
And will the headset base ring the bell when there is a call.
Could you please answer me above quesions and then get the syslog(level 6) and pcap to me when the issue happen.
syslog/trace
The first information : When you use the POST-AUGUST-2009 HEADSETS & BASES , you can answer the call via headset.
The second informatioin :When you use the PRE-AUGUST-2009 HEADSETS & BASES , you cannot answer the call via headset.
Please get above two information separately , it will helpful for us to compare. After that , please send them to my email: coco@yealink.com