There are several common “faults” that we get from customers, these are especially common when you have just received your headset and are in the process of setting it up. These are some simple trouble shooting tips that we have found will fix the problems 99% of the time.
I can hear an Echo or the person I am talking to can hear one.
This is a really common occurrence when first setting up a headset and is to do with the volume set up of the phone and headset.
When setting up a headset there are 3 volume controls you need to consider.
The 1st is the volume of the phone – this should be set to half way. You will need to adjust this while on the phone to someone. On some phones adjusting the volume while off a call will just turn the phone’s ringer up or down.
The 2nd is the microphone sensitivity. This is the setting that usually causes the echo. On most headsets the microphone sensitivity can be found on the base of the headset. Depending on the headset it will say Mic Volume or have a small diagram of a microphone above the dial. On some Jabra headsets this volume can only be adjusted when using the jabra pc suite (available for download off Jabra’s website). While on the phone to someone try turning this down to the point where you can no longer hear the echo. If the person on the other end of the phone is having trouble hearing you, you may need to turn the volume on the phone up slightly.
The 3rd is the speaker volume. This can be found on the base unit of Plantronics headsets and alos headset itself for all brands. This affects how you hear the person you are speaking to. You may or may not need to adjust this.
I can hear them but they can’t hear me (or vice versa)?
This is a setting on the base of most wireless headsets (again some Jabra headsets can only be adjusted when using the Jabra PC Suite).
This is the dial or switch labelled A,B,C etc
Different phones have different configurations and this switch will enable you to find the best on for your phone. 99% of the time only one or two of these settings will work on your phone. You will know when you have the right setting as you will be able to hear sound both ways nice and clearly.
The best way to test this is to make a test call while wearing your headset. If you do not hear a dial tone, continue to adjust the configuration switch. You may also need to adjust the volume settings.
My headset is not working at all!
If the headset plugged in via the headset port on the phone, some phones automatically recognise this. Others need to be told to go into ‘headset mode’. This could be a simple button or programming of the phone. Check your phone’s user guide.
Faulty Wireless Headset Troubleshooting
Is it getting power? It sounds silly but happens all the time. Anyone can bump a power adaptor while cleaning or rearranging a desk cables on the back of the base can come loose. It sounds so simple but is the easiest thing to check.
If you are using a wireless headset are the lights showing up on the base? If not this is a good indicator that you may not be getting power. Check the power adaptor that is plugged into the wall socket. You could try another socket too . Check that the other end is still connected to the headset base.
If it is a USB wireless headset try it on a different USB port on your computer or a different computer all together. Have you told your computer it should use the headset for audio & microphone? Check the control panel or settings.
Faulty Corded Headset Troubleshooting
All corded headsets need an adaptor cable to connect to your specific phone – are you sure you got the right one? If you have other phones in the office using the same type of headset try swapping the connector cable with one of a headset that you know is currently working. If the headset works then you have a faulty cable. Try it also on another phone – maybe the phone isn’t in headset mode.
If you are using a corded headset you should not be able to see any of the silver pin if you are using a 2.5 or 3.5mm connection. If your connection is an rj (phone style) cable make sure it is pushed in so that it clicks into place.
If it is a USB headset try it on a different USB port on your computer or a different computer all together. Have you told your computer it should use the headset for audio & microphone? Check the control panel or settings.
If you are still having troubles feel free to give our staff a call we are always here to help. Likewise the manufacturers also have technical support lines that are there to help out and they quite often answer calls outside of normal office hours if you incur a problem.