Stop headset failing to speakerphone

[VeeDubb65]

I have a number of users in a shared/secure office with wired headsets, and their phones (5320e) setup so that they are always in headset mode (headset port instead of handset port, hookswitch disabled).

Apparently, if they put their hand over the mic, or do a number of other things, the phone gets confused and thinks that their wired headset has malfunctioned. When that happens, the phone automatically switches from headset mode to speakerphone, which is highly disruptive.

Not only is it an inappropriate room for speakerphone to ever be used,  but because they are in headset mode 100% of the time they don't have a Headset button programmed on their phone. So, when this happens, they have to either drop their call and dial the feature access code for headset mode to fix it, or finish their call on speakerphone.

Any thoughts on how to stop this from happening?

[VinceWhirlwind]

Maybe the model of headset they are using isn't the ideal one they should have?
I haven't heard of our 5320 users having this issue.
 
Having said that - what version of MiVB are they on?

[Dogbreath]

I've heard of this happening and using a different model of headset fixed it [both the headsets that had this problem and the replacement model were cheap no-name ones]. It was annoyingly intermittent and took some time to bottom out.

[VeeDubb65]

It's a pretty 'unique' configuration.

They're using wired Plantronics headsets that are fully supported. However, while they're in headset mode 100% of the time, they're not actually using a headset all the time.

Their calls have to be recorded external to the PBX, so before they started using handsets, there was a tap between the phone and the handset that went to recording equipment. (we're in a state where that's legal and they don't talk to people from other states on the phone)

When they switched to headsets, not everyone wanted to use a headset, and the supervisor didn't want to buy an entire second set of recording equipment, so the solution we came up with was to put all the sets in Headset Mode, connect a Plantronics Vista Amplifier to the headset port (through the recording tap of course), and then plug both the headset and handset into that.  Then they were able to switch between the handset and headset using the switch on the amp instead of switching back and forth between the headset and handset ports on the phone.



What I really need is either a way to disable the 'feature' that causes the headset to fail back to speakerphone, or I need some totally different configuration that would allow users to use their choice of handset or headset, with a single analog recording device that captures both. Disabling the failback feature seemed like a shorter order.

[VinceWhirlwind]

Your headset switch is telling the phone to switch off the headset. If they don't have the handset off hook, then it will enable the speakerphone instead. The issue is the switch, not the headset, nor the handset.
 
I think what should be happening is that the Call Recording should be occurring at the controller, not the phone. Then you can get rid of this troublesome headset switch you are using.
As far as I know, the controller supports call recording, although we always use the Mitel Call Recording server.

[VeeDubb65]

Your headset switch is telling the phone to switch off the headset. If they don't have the handset off hook, then it will enable the speakerphone instead. The issue is the switch, not the headset, nor the handset.

I'm not opposed to that as a theory, but I'm not sure which switch you're referring to in this context. The switch on the Vista Amplifier is a mechanical switch that the phone is unaware of and they can switch back and forth all day, regardless of the hookswitch, which is disabled when the phone is in headset mode. They don't have a headset toggle programmed on the phones, because they're supposed to be left in headset mode all the time, treating their handset like a headset that needs to be held. This happens when they cover the mic on their headset, talk too loudly, or are silent for too long.

I know this is an unusual configuration, but it's what this particular group wanted.
 

I think what should be happening is that the Call Recording should be occurring at the controller, not the phone. Then you can get rid of this troublesome headset switch you are using.
As far as I know, the controller supports call recording, although we always use the Mitel Call Recording server.

While I agree that this would be a MUCH simpler solution, it won't work. Without getting too detailed (which would cost me my job) the phone system is owned by a casino, and particular set of phones are being used (and recorded) completely external to the casino's IT department. That means the built in record-a-call isn't an option.

Using a wireless headset with a handset lifter and leaving the phone in handset mode all the time would also be MUCH simpler, but they dismissed that idea because this particular room has so much electronic equipment that they already deal with weird malfunctions caused by RF interference.

So, the