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Headset FAQ

Don’t ever feel like you can’t contact SKC with headset questions. Our inside sales staff is well-versed when it comes to Plantronics and can always help you reach a resolution. We’ve compiled a list of some of the frequently asked questions to make life a little bit easier on you, our loyal customer.

What is the difference between the CS540 and the W740?

This is a question we get daily. The aforementioned headsets come from two different families: The CS500 and the Savi 700 (as you might expect). The primary difference is that the Savi 700 series offers three-way connectivity between your desk phone, soft phone and mobile phone via Bluetooth, whereas the CS500 series of headsets can only connect to the traditional desk phone. From an appearance standpoint, there are variations in the charging bases. The Savi 700 series includes the magnetic charging cradle which is located to the right of the “tower”, which features three buttons, representing the three connectivity options (desk, pc, mobile). The CS500 series simply has magnetic charging cradle for the headset.

So my W740 has Bluetooth. Can I take the headset with me when I leave work and use it to answer calls that come in on my mobile?

Unfortunately, that is not the case. The common misconception here is that the Bluetooth technology is built into the headset. It actually resides in the charging base (that goes for the entire Savi 700 family of headsets). If you do want to use your Savi 700 series headset when you’re away from the office, you would need to take the charging base and power adapter to your new location. Then you would need to activate the Bluetooth feature on the charging base and your mobile phone. The phone must be within 33 feet of the base for the Bluetooth connection to be created and maintained.

Why doesn’t my corded headset/adapter cable work when I connect it to our new phone system?

There are thousands of phones on the market today. Unfortunately, there is not one standardized adapter cord that will allow a corded headset to work with all of those phone systems. The good news is that Plantronics manufacturers a number of quick disconnect cables to help cater to virtually any situation. Here is short but helpful list of the phone systems and their accompanying H-series adapters:

Avaya à Either the 72442-41 or the LU HIC ADAPTER
Nortel/Meridian/Intertel/NEC à 66268-03 (More commonly referred to as the A10)
Cisco à 26716-01
Polycom à 27190-01

The phones listed above have dedicated ports for both the headset adapter cord and the handset cord. If your phone does not have a headset port, you will need the M22 universal amplifier. Again, this is not an exhaustive list. We ALWAYS encourage customers to call to confirm that they are getting the correct product before they submit their order.

What is the difference between a handset lifter and a hookswitch cable?

The handset lifter has been a mainstay in the headset market for a number of years. Hookswitch cables are a more current technology and only work with certain phones, many of which are VoIP. It is important to know that both accessories perform the same function. They give wireless headset users the ability to answer calls remotely. They just do it in different manners. The handset lifter mechanically lifts the corded handset off of the phone’s base to open the line and send the call audio to the headset. The hookswitch cable opens the line internally, without physically lifting the corded handset. Again, always consult an inside sales representative from SKC before ordering either accessory.

Why can’t I connect to my soft phone with my wireless headset?

Occasionally, wireless headsets will become unpaired with their respective USB “dongles”. This happens more often than you might think. When this occurs, you will simply need to perform an over-the-air subscription. The procedure does vary slightly depending on which Plantronics Unified Communications headset you are using. We’ll outline each process in a forthcoming blog entry.

 

What do I do when I need help with an older, possibly discontinued headset?

We still take plenty of calls regarding the CS55 and CS70N units. We are always happy to walk our end-users through the re-subscription or reset processes. Once we have the make and model of the phone, we will be able to determine what settings need to used and how the unit should be connected. Don’t give up on your headset just because it’s “ancient”. Sometimes some troubleshooting will do the trick.

What is the difference between a noise-cancelling and a regular non noise-cancelling headset?

Regardless of which H-Series headset you select, the main aesthetic difference you will notice is the microphone. The noise-cancelling headsets are equipped with hard plastic booms that drown out ambient noise in your office. While they may be tailored to the call center environment, noise-cancelling headsets are always a safe investment. The non noise-cancelling headsets will be outfitted with clear plastic, replaceable voice tubes. The voice tubes are much more sensitive, easily becoming cracked or clogged when not cared for properly. When maintained, those voice tubes can last for a number of years before needing to be replaced.

My headset is fine, but I am looking for spare items…

SKC carries virtually any Plantronics’ accessory. Whether you are in need of some ear cushions for your SupraPlus, new ear buds for your Voyager Legend, or a headband for your CS50, SKC will be able to assist. Don’t worry about having a part number ready when you call (although it will always help). Knowing the model of your headset is the key. That will help us quickly narrow down the field of accessories and identify the proper part.

I’ve tried troubleshooting my headset but nothing seems to work. What can SKC do to help?

If the unit in question was purchased from SKC and became defective within the first 30 days after purchase, SKC will replace it free of charge. If your headset falls outside of that 30-day window, don’t worry. We can pursue a warranty replacement with the manufacturer. Plantronics is extremely prompt in responding to replacement requests. They typically get those orders filled 3-4 days after the request has been submitted. Even if the unit in question is out of warranty, SKC can still help you examine your options. SKC offers repair service on out of warranty products even if they weren’t purchased from SKC. We can also recommend a new model if you decide that it’s time to upgrade.

 

Jeff, Customer Service Representative

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