Troubleshooting Overview
You may experience issues related to the following scenarios:
-
A user's headset cannot communicate with their selected call device.
-
Users experience poor audio quality.
-
The headset or phone firmware is incompatible.
User Can't Use the Headset with a Cisco IP Phone
Problem
Your user has difficulty connecting or updating their Cisco Headset 700 Series to a Cisco IP Phone.
Solution
-
Check the user's phone firmware.
-
Check the connection between the phone and the headset.
-
Disconnect and reconnect the headset.
See the Cisco Headset 730 User Guide for other troubleshooting solutions that the user can perform at their desk.
Headsets Don't Work with Cisco Jabber
Problem
Cisco Jabber for Windows or Mac does not work with any Cisco headset models.
Solution
Make sure that Jabber on Cisco Unified Communications Manager has been properly configured for headsets. Check the jabber-config.xml file on the TFTP server to make sure that the parameter EnableAccessoriesManager is set to true. This parameter enables call management functionality in connected devices, including headsets.
Refer to the On-Premises Deployment for Cisco Jabber for detailed information about on how to modify and upload the jabber-config.xml file to your TFTP server.
For more detailed information on all the Cisco Jabber configuration fields in Cisco Unified Communications Manager, see the Parameters Reference Guide for Cisco Jabber at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/jabber/12_0/cjab_b_parameters-reference-guide-for-cisco_12.html.
Headsets Don't Show Up in Cisco Unified Communications Manager Administration Inventory
Problem
Your deployed headsets connected to a Cisco IP Phone or Cisco Jabber don't show up in the Inventory page on Cisco Unified CM Administrator.
Solution
-
Make sure your users have phone firmware 12.7(1) or later, or Cisco Jabber version 12.8 or later.
-
Make sure that the headset connects to the phone through the USB cable. Cisco Unified CM Administrator doesn't register headset inventory through Bluetooth or through the USB Adapter.
-
Make sure that Cisco Headset Service is active.
-
Make sure that you have Cisco Unified Communications Manager 11.5(1)SU7 or later, or Cisco Unified Communications Manager 12.5(1)SU1 or later.
Poor Audio Quality
Problem
Your user experiences poor audio quality.
Solution
-
Unplug and reconnect the headset to the desired call device.
-
Turn the headset off then on again.
-
Disconnect other paired Bluetooth devices from the headset.
-
Disconnect Bluetooth and connect to the desired call device with the USB or 3.5 mm cable.
Submit logs through the Cisco Headsets app
Procedure
Step 1 |
Open the Cisco Headsets mobile app. |
Step 2 |
Select Support and tap Send Logs. The Cisco Headsets app opens your preferred email app with a new message that contains a prefilled subject line and log files attached. |
Step 3 |
Describe your problem in the email, add any other relevant attachments, and tap send. |