how to fix echo on calls using headsets?

[Anonymous]

are you kidding?

"...I work for our support organisation and when you state it has been widely reported not a single case that I know of about was raised."

THIS thread "raises" "it" twice. Please refrain from posting canned content form paying customers who genuinely wnat constructive answers. If you do no know of any, or have not seen the problem, canned replies are not helpful.

A short internet search returns numerous reports of this problem.

[SteffenBaierUK]

Hello polycomjm,

posting something within the community does not raise a service ticket or replace our service infrastructure. Therefore nothing in this thread raised anything.

If yourself or nobody else within this post raises this via the proper channel we are unable to confirm such problem and if this is something on our end and fix this.

This is not a canned response and the correct escalation procedure.

Again in my role of a Tier 3 support engineer I am not aware of any echo cases or a widespread issue with headsets.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. End Customers are usually unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

I too am having this issue. I work for a Polycom Reseller and we're quite perplexed.

I have narrowed the issue down to the Plantronic hook switch module (APP-51).

We have tried 2 hook switch units on 3 different Plantronics headsets, on a VVX-500 and a VVX-600. We've made sure the firmware is current on both phones and nothing will get rid of the echo on the other end, other than removing the hook switch module. 

This all began one day when I simply moved my phone from one side of my desk to the other. So it's very weird.

[SteffenBaierUK]

Hello @MomentumDave,

welcome to the Polycom Community.

As already outlined on multiple occasions within this post please get this into our Support Organisation.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

I am also having the same issues, but I am not using a hook.  It is especially prevalent on conference calls with multiple participants.  I have to go to the handset or speakerphone.

[SteffenBaierUK]

Hello @toddlowe ,

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
• Additional Polycom Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
• For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

It would also be of interest what type of call this is.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services