6920 Wired Headset Cuts Out When Incoming Multicall Key is Rang

[cabarrushealth]

Environment:

MiVoice Business - 8.0 SP2 - 14.0.2.26

Mitel 6920 IP Phone
Plantronics U10P Direct Cable U10P & Plantronics EncorePro HW520 Headset

Audio Path = Headset
DHSG = Disabled

Button 1 - Single Line
Button 2 - Multicall

Problem:
When I'm on the Single Line and someone calls the Multicall line my headset cuts out and I need to press the Headset/Speaker Phone button a couple of times to get back to the call on the Single Line. I'm not sure if its muting the Single Line call or putting them on hold.

I'm not sure if this is a phone setting or a Class of Service setting or what can be causing it. This is the first 69XX series phone we have in our environment so we're still learning about it.

Thanks!

-Kevin

[johnp]

This is a design issue with the phone. You can change their class of service and enable set busy when any line busy and this should stop this until set firmware fixes how audio works. I has to do with a shared path for the ringing and true call audio

[cabarrushealth]

Thanks for the reply!

I set "Force Device Busy If Any Line In Use" to Yes and will see how it goes.

[cabarrushealth]

Unfortunately this hasn't fixed the issue for me. Any other suggestions or can I provide any additional information?

Thanks

-Kevin

[cabarrushealth]

I think what is happening is that the ringing from the 2nd call is coming through the head-set but the caller remains on the line. I'm still doing some testing. thanks

[VinceWhirlwind]

With that change of CoS option, there should never be any ringing from a second call.