problems conferencing/pairing two Savi 8200 headsets together

[Tim416]

We have a large number of Poly Savi 8200 headsets  (some are "one-ear" models, some are "two-ear" models.   we also have a mix of dongles  (some poly D400, some plantronics D200)    we've been told that we cannot conference headsets that use the poly D400 with headsets that use the Plantronics D200) and that the two conferencing headsets must have the same type of dongle,  but are there any other requirements than that?

even when we're conferencing two headsets of the same dongle,  we get inconsistent results,  sometimes the conferencing works great,  sometimes the "conference requested" message never gets sent to one of the headsets"    I had one situation where person 1 could conference with person 2, but person 2 could not conference with person 1.      sometimes headsets that could conference successfully in the past suddenly won't conference anymore.      What should we be looking for?   all users are using the latest Poly Lens,  and when someone reports an issue, the first thing we check to see is if the headset has the latest update.   but even with the latest update, we continue having inconsistent results..  what can we do to make this more reliable?    

[M_Salman]

Hi @Tim416, Welcome to Poly HP Support Community.  

Please try the following steps to conference the headset with a D200/D400 USB adapter:

To set up a conference call:

1. While on a call, press the USB adapter subscription button. For the D200/D400 adapter, use a pen or paper clip to press the recessed subscription button on the USB adapter. The subscription LED on the adapter will flash red and green, or red and blue.

2. On the guest headset, press and hold the Volume Up button or turn the Volume Wheel up until the headset's LED is illuminated. The method may vary depending on the model.

3. The primary user will hear the prompt "Conference requested." To accept the request, the primary user should press their headset's call button. Both users will then hear "Conference accepted." The conference call status can be checked by accessing the Poly Lens Desktop App. Guest headsets can stay connected as guests for multiple calls.

4. To disconnect a guest headset, press the Call button on the guest headset or place the primary user's headset in the charging cradle.

If the issue still persists, I would request that you contact HP Support, and our support engineers should be able to sort this out. HP Support can be reached by clicking on the following link:.

https://support.hp.com/us-en/poly
 

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman

[Tim416]

Yes, those are the steps we've already done.   As I already mentioned in the OP,   this only works sporadically.    again, as I already mentioned,  the primary user doesn't always receive the "Conference requested" prompt.     Even for two headsets that have previously successfully conference connected before.   it does not work consistently.  

instead of giving a copy/paste response.  try reading the OP. 

[M_Salman]

Thank you for the confirmation, @Tim416 

Please try a few more troubleshooting steps and let me know if this resolves the issue. 

1. Please confirm and update the headset's firmware via the Poly Lens application on your PC. Also, perform a reset of the headset using the same application.

2. Ensure the following steps are taken before attempting to connect the headset for a conference: First, verify that D200 units are paired with other D200 units, as they are not cross-compatible. Common practice is to link 2-3 units of the same model for conferencing to prevent issues.

3. Then, initiate conferencing only if the primary headset is engaged in an active call, and proceed to conference with the guest headset.

4. Should the problem continue and conferencing remain unsuccessful, retry without the D200/400 dongles of the guest headset plugged in when attempting to conference with the primary dongle.

5. Ensure that you are using the D200-connected Savi 8200 headset with the D200 and the D400-connected Savi 8200 headset with the D400 for conferencing.

If the issue still persists, I would request that you contact HP Support, and our support engineers should be able to sort this out. HP Support can be reached by clicking on the following link:

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

 

Regards,

Salman

[Tim416]

Step 4 is something we haven't heard about before.  I just tried it with another headset in our lab, and twice it was successful.  though it does look like there is a drawback, when the guest plugs the dongle back into their computer AFTER the conferencing, the dongle flashes red,  we remain conferenced, but the guest can not hear their own computer audio until we end the conference.  The dongle flashing changes back to blue and the computer audio resumes.       But if this means that conferencing will happen more reliably, then I think this is a small price to pay.

Separate question.   when we enter in the serial number on the bottom of the charger into support.hp.com   we often don't get any results and the web page claims it can't find the product.   As with the previous issue though, this seems to be inconsistent.   some charger serial numbers ARE recognized by support.hp.com, but others simply return as "sorry we couldn't find your product"    Is this because of the acquisition of Poly by HP? or is there a way we can get consistent information when entering charger serial numbers?       We also heard that we shouldn't be mixing and matching chargers with various headsets  we have some two ear models (8220 UC I believe, and some "one-ear models (8210 UC)  but the chargers may have been swapped around by various staff over time.    That's why we're trying to enter the charger serial number into support.hp.com so we can confirm if it's a "one-ear" model or "two-ear" model.   Thanks.  

[M_Salman]

Thank you for the confirmation, @Tim416 

The serial number on the headset matches the one on the charging base, assisting you in identifying the correct base for your headset. You can find instructions for locating the serial number on a Poly headset at the link provided.

How to find the serial number on Poly headsets - HP Support Community - 9105505

Regarding the issue of the serial number not appearing in the HP support portal, I recommend contacting HP Support. Our support engineers should be able to resolve this matter. You can reach HP Support by clicking on the provided link.

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman

[Tim416]

"The serial number on the headset matches the one on the charging base, assisting you in identifying the correct base for your headset. You can find instructions for locating the serial number on a Poly headset at the link provided."

Matches?   As in it's supposed to match EXACTLY?    If the charger S/N is 123456,  the headset SN is also supposed to be 123456?   Can you give me an example?     

also, the link you provided does not include Savi 2200 models.   besides, I can locate the S/N on the charger and the headset

Also, regarding conferencing the headsets where the guest does not have their dongle plugged in, sadly with the newer D400 dongles, we were not successful when I went to visit our users in the field today.   so far the only success we've had with conferencing headsets is with the D200 dongles

[M_Salman]

Thank you for the confirmation. @Tim416 

I apologize for the confusion regarding the serial number. The charging base is universal for the Savi 8200 headset. For warranty claims, the serial number on the USB adaptor will be considered for the entire unit.

Concerning the D400 headset's conferencing issues, it may be beneficial to test the headset, which is paired with a D400 adaptor to D200 USB adapter. If conferencing functions properly with this adapter, it could indicate that the headset is compatible with the D200 rather than the D400.

If the issue remains unresolved, I recommend contacting HP Support. Our support engineers are equipped to address your concerns. HP Support is accessible through the following link.

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman

[Tim416]

I thought you said earlier that the D200 could not be paired with a D400 and vice versa.   This is the same thing we had been told before I posted this question.   now you're saying we can?

[M_Salman]

Thank you for posting your query, @Tim416 

The goal is to determine if the headset is a D400 or D200 model in the event that the headset and USB adaptor have been intermingled.

Since the issue persists, I recommend contacting HP Support. Our support engineers are equipped to address your concerns. HP Support is accessible through the following link.

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman