MiVoice Business Console headset issues

[adavies]

Our operators are running MiVoice Business Console v8.0.0.71 with Jabra Pro 930 Bluetooth headsets. The audio settings in the console are set so that incoming calls ring on both the PC speaker and the operators headset.

Here's the problem:

A call comes into the switchboard, the operator answers and then transfers the caller to an internal extension. If a new call comes into the switchboard while the operator is waiting for the internal recipient to pick up so they can announce the call the ringing of the new call overrides the audio in their headset. They can no longer hear the ringing of the internal call, tell if the recipient has answered or if the caller has hung up.

To work around this we stopped calls ringing in the headsets, but the operators now see a (roughly) 2 second delay in call audio being connected when they answer calls, leading to greetings not being heard. We believe this may be due to the Bluetooth audio only connecting at the point the call is answered whereas it would previously connect when the call started ringing.

Either issue is maddening. Does anybody know how to resolve the first one?

Thanks
Alex

[johnp]

I'd open a ticket with Mitel. They need to fix such an issue as it benefits us all

[MitelAvayaNortel]

We use Plantronics Bluetooth headsets with our V7 MiVoice Business Consoles and had to install the Headset software so we could turn on a setting to make the audio path be always open when the headset was switched on, is there a similar setting for yours?

[adavies]

Thanks for your advice guys.

I have been looking into different combinations of audio options in MiVoice Business console and Jabra headset settings. The Jabra app has an option to disable second calls being announced in the headset but the Mitel console appears to override it. At present we're working with calls not being announced in the headsets at all and the audio connection between the headset and dock always on, this seems to have eliminated the delays in call audio on answering.

We have logged a call with Mitel via our telecoms supplier to enquire about second calls cutting off current ones. We'll see how they respond.

Thanks
Alex