Handset/headset Monitoring Query (Alternative to 7942G)

Hello Cisco support community!

I have another query concerning devices having the ability of monitoring handset/headset, currently our homes real estate 7942 g across contact center however, they recently became out of use and we were informed to improve our handsets to 7841 s due to being as for as in terms of capacity.

However, this is not the case because there is no option for handset/headset in the device profile which is an important condition for the center of contact especially when training new officers.

I got a glance at several data sheets and have had a look through the device of CUCM profiles and I can't find a newer model with this feature, I'm basically looking for an official reply see if there is another device that has this ability that is not the end of life.

Additional info: CUCM 10.5 + UCCE/CVP environment

Thanks in advance,

Kind regards

Christopher Hawkins

Hi Christophe,

With phones 7900 series as the 7942, this behavior was actually a bug until the release of the 8-5-x firmware. I really believe that they could not come up with a fix for this unexpected problem that some people close & desired and other hated and despised so they just made a real feature.

CSCsr65970 - function to toggle audio played to the handset during a helmet

Description

Symptom:
If you listen carefully, the phone will simultaneously play audio for headphones and combined
at all times.

Conditions:
It is found on all phones 79XX until firmware 8.3 (5)

Workaround solution:
It is a specific configuration of the product now available in CCMAdmin > device > phone for phones 79 X 2 and X 5 79.
Handset/headset Monitor:

When the handset/headset control is enabled, a supervisor can pick up the idle handset/headset and hear the current call. For example, if an agent is on a call on the headset, a supervisor can hear the other party on the handset. Only the microphone on the active handset/headset is in use. For example, if an agent is running on the helmet, then the headset microphone is active and the microphone in the handset is disabled.

Details

First found in: (2)
8.3 (5), 8.5 (2)

Status:

Terminated

Last modification:

Nov 09,2012

Product:

Cisco Unified IP Phone 7900 Series

Platform:

Depending on

Severity:

6 development

So, if you look on the device for a 7942 page under the

The product-specific Configuration layout

you will find;

Handset/headset Moitor - toggle

This setting is not available on one of the more recent IP phones that you discovered

In most cases people wanted this ability to 'training' as you require then the next best option are options wireless & wired (below below are examples) so that both the ' trainer and the trainee "can use their headset.

For wireless headsets.

Plantronics 03929-63 Wireless Headset Adapter training

For wired headsets;

Training of Plantronics Y cord adapter 27019-03

See you soon!

Rob

Tags: Cisco Support

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