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Mitel Forums => Mitel Software Applications => Topic started by: Miteluser1 on August 20, 2020, 10:26:53 AM

Title: Unable to answer calls via Micollab 9.1 Softphone using Jabra Evolve2 65
Post by: Miteluser1 on August 20, 2020, 10:26:53 AM

Hi guys,

Since Friday 14th August myself and a colleague randomly lost the ability to receive calls via our Softphone headsets. Dialling out is unaffected.

Before Friday we could receive calls via our headsets and could either drop the microphone boom arm down or press the Teams button to receive a call. We could also accept a call via Micollab manually and still come through our headsets.

We both have Jabra Evolve2 65 Headsets connected to HP EliteDesk 800 G5 desktops via the Bluetooth adapter that came with the headsets.

We haven't changed any settings in Micollab 9.1 and had been using these headsets fine for approx 5 weeks.
We have uninstalled Micollab and re-installed with no luck.
We have re-paired the headsets and even tested the headsets on a Mitel Deskphone and Samsung S9 Edge and they work perfectly fine answering calls.

Any ideas on what else to try before I give up using the micollab softphone?

Title: Re: Unable to answer calls via Micollab 9.1 Softphone using Jabra Evolve2 65
Post by: mark.vanderheijden on August 20, 2020, 10:29:21 AM

Have you installed Jabra Direct? Maybe your headset needs a update.

Title: Re: Unable to answer calls via Micollab 9.1 Softphone using Jabra Evolve2 65
Post by: Miteluser1 on August 20, 2020, 10:49:25 AM

Quote from: mark.vanderheijden on August 20, 2020, 10:29:21 AM

Have you installed Jabra Direct? Maybe your headset needs a update.

Hi Mark, we have installed Jabra Direct and also updated the firmware of the Bluetooth adapter and Headset.

I forgot to add that, sorry!

Title: Re: Unable to answer calls via Micollab 9.1 Softphone using Jabra Evolve2 65
Post by: sunspark on August 20, 2020, 11:20:53 AM

maybe microsfot update ?

maybe screensaver on computer ?

did you change the COS of the micollab siphone user ?

Title: Re: Unable to answer calls via Micollab 9.1 Softphone using Jabra Evolve2 65
Post by: Miteluser1 on August 20, 2020, 11:58:09 AM

Quote from: sunspark on August 20, 2020, 11:20:53 AM

maybe microsfot update ?

maybe screensaver on computer ?

did you change the COS of the micollab siphone user ?

Recent Microsoft updates weren't installed however we have since installed them on Tuesday to see if that fixed it (to no avail)

We don't have screensavers, just a group policy to lock screens but that hasn't changed.

No changes to COS however I have an update - I uninstalled 9.1 and installed 7.3 and I can use the headset as normal.
I have since reinstalled 9.1 and back to the problem again.
I can't pinpoint what happened Friday for this to stop working....

Title: Re: Unable to answer calls via Micollab 9.1 Softphone using Jabra Evolve2 65
Post by: sunspark on August 21, 2020, 05:16:03 PM

Ok, two tests :

1: update your audio card.
2: install micollab on laptop or another computer model.

Title: Re: Unable to answer calls via Micollab 9.1 Softphone using Jabra Evolve2 65
Post by: Miteluser1 on August 24, 2020, 12:01:58 PM

Thank you for the replies and suggestions.

I performed a random test - I connected my personal bluetooth headphones to my PC and performed a Micollab factory reset.

When I logged back in, it recognised my bluetooth headphones for accepting calls.

As soon as I reconnected my Jabra Headphones, they too can now accept calls again.

I can't say why this worked as I uninstalled Micollab and re-installed a few times...