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D375 Bluetooth headset keeps ringing when call is answered elsewhere

 Hello,

we've got D375 with current firmware and headsets connected via bluetooth.

When a call comes in to a ring-group, the phone and the headset starts ringing. When the call is answered elsewhere on another extension, the phone stops ringing but the headset keeps on ringing on and on. I can only stop it from ringing by pressing the X Button on the phone.

I set the option "Ringer device for headsets" to "Use speaker", which didn't have any effect. The headset keeps ringing itself.

Are there any other options that would stop the headset from ringing at all?

Thanks

Norbert Schmidt


Best Answer

Hi Norbert,


I found a bug, which was found in 8.9.3.22 and has very similar behavior to what you are saying (internal ID SAP-358). The bug was already fixed in newer versions.


Can you try the 8.9.3.80 firmware from http://wiki.snom.com/D375/Firmware ?


Thanks

Catalina



Dear Nobert,

please try to use the latest firmware version of the phone and verify that your headset is in our compatibility list:

http://wiki.snom.com/Sennheiser,_Jabra_and_Plantronics


Best regards

Hello Luca,
the phone is on the latest firmware version. But the headset is not on the list as there is only one over the head headset on your list, which is more expensive than the phone itself.
The headset used is a Yamay BH-M9.
I suppose you'll then say "no support"...
But maybe you'll have a hint for me, where to look....
Thanks
Norbert

 

Well, now I purchased a Sennheiser MB Pro 1 headset. This is showing the same problem. The internal rining of the headset keeps ringing even if the call was answered elsewhere.
What am I doing wrong??

Norbert Schmidt

 

Dear Norbet,

could you please verify that this setting:

http://wiki.snom.com/Settings/release_sound

is off?


Best regards

Dear Luca,
yes, the above setting is set to off. The setting is called "Hinweis für 'Gespräch aufgelegt'" in german.
What else to check/change?

Thanks
Norbert

 

Hi Norbert,


While the phone is idle mode, press once the Headset button. That should deactivate ringing on the headset. You can still answer the call by pressing the Headset button again when it rings.


What version are you running on the snom phone? I just tried the Sennheiser with a D375 running version 8.9.3.80 and could not reproduce the problem. Even while headset ringing was on, when answering the call fom a different agent the headset also stopped ringing.

Hi Catalina,
the phone is on Version snomD375-SIP 8.9.3.15 which shouldn't be that far off from the current version. You workaround is not really practical for my CEO, as he would like to press the button on the headset to receive the call, not the button on the phone.
Do I need to do any special setup for the Sennheiser headset except from pairing the Bluetooth? Which options are relevant for the headset behaviour?
I've tried the Sennheiser Headset on 3 different D375. On all of them the headset kept ringing when the call was answered elsewhere.

 

Answer

Hi Norbert,


I found a bug, which was found in 8.9.3.22 and has very similar behavior to what you are saying (internal ID SAP-358). The bug was already fixed in newer versions.


Can you try the 8.9.3.80 firmware from http://wiki.snom.com/D375/Firmware ?


Thanks

Catalina


Great, this fixed it with my personal phone and the Yamay headset. Now I need to get a hold at my CEO's phone and headset, to check if it fixes the Sennheiser headset too....

I am of good hope :-)


Thanks

Norbert Schmidt

Good to hear, good luck with the Sennheiser!

We actually have the same problems with D785 phones ans Yamay-BT-Headsets. Maybe you can fix it on that phone type too?

Hi Florian,


I think on D785 it is probably a different issue because this phone uses a newer software branch and the bug should not be present any more. But you can still try the latest beta build for D785 if you'd like:


File Name: snomD785-10.1.25.1-SIP-r.bin
Size: 31061872 bytes
SHA256: f69c8eb4cfe532ae9d67ebf1e61930d734f6a9f59eaed8bbedee4c1660660c98
Download URL: http://downloads.snom.com/tmp/CO/snomD785-10.1.25.1-SIP-r.bin


Important note: We don't recommend test versions to be used in a production environment. You can receive automatic notifications about new official firmware releases following the instructions described here.


Thanks

Catalina

Hi Catalina,


thank you for the quick answer.

I just mentioned that my problem is a bit different (sorry for posting in wrong thread).


I can answer the call with the button on my headset and can speak to the caller but the headset keeps rining in the background every two seconds. I read about this behavior before in another thread but postet to the wrong one after that ;-)


This should be the correct thread: https://helpdesk.snom.com/support/discussions/topics/6000035840


Do you know if there was any further progress on that issue?


Thanks

Florian

Hi Florian,


No problem. The initial issue in thread https://helpdesk.snom.com/support/discussions/topics/6000035840 is referring to D765 and a software branch (8.x) that is not available for D785. Unfortunately, that issue affected headsets are not in our list of supported headsets: http://wiki.snom.com/Sennheiser,_Jabra_and_Plantronics/SnomD375-SnomD765. Subsequent posts in that forum referred to supported headsets, for which the issue is fixed (as discussed in this forum entry too).


For the D785, could you please try the latest firmware for that I posted above?


Thanks

Catalina

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