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Managing Calls with your Voyager Legend CS

This article is intended to help new Voyager Legend CS users manage calls from both your desk phone and your Mobile Bluetooth device that are occurring in random order in a busy office. It is assumed that you have already set up your Voyager Legend CS system, charged up the earpiece, connected the base to the desk phone, and Paired the earpiece to your Bluetooth mobile device (e.g. iPhone or Android cell phone). If you need some help doing this, please refer to the Voyager Legend CS User Guide  and the Voyager Legend CS Video Setup Guide for detailed setup instructions.

Earpiece Controls

Earpiece Controls

First Things First. Get familiar with the Controls and LED indicators on your system so you won’t be fumbling when you need to answer calls.

The most important button on the earpiece is the Call button (the phone handset symbol, located on the back end of the mic boom). This button enables you to answer and end calls and switch to a call coming in on the alternate device.

The Mute/Voice button located on the underside of the mic boom also useful in Muting calls and initiating voice commands.

Voyager Legend CS BASE LEDs

Voyager Legend CS BASE LEDs

Base LEDs

The centre LED tells you if your earpiece is powered on and paired to the Base. If the earpiece is powered off or if pairing between earpiece and Base is lost*, then the centre LED will be a dull red. It should be bright blue when powered and paired.

The left most Call/Mute LED is solid blue when the earpiece is “connected” to the Base and therefore ready to make or accept a desk phone call. Selecting the Call button on the earpiece will connect or disconnect it to the Base. If the Mute button is selected on the earpiece, then this LED will flash blue continuously.

* The earpiece may become “unpaired” from the base if you press the Pairing button on the back of the Base when they are already paired. More tips on this later, but if the center LED is not solid blue, and you can’t “connect” the earpiece to the Base, Pair the earpiece to base by selecting and holding the earpiece Call button until is says “Pairing”, then select the Base Pairing button.

Handset Lifters and EHS Cables

An HL10 Handset Lifter is an optional device that connects to a port on a wireless headset base, and attaches to your desk phone so that you don’t need to lift the handset manually when you answer calls. It will fit on a wide range of corded desk phones, but may have some limitations on certain models with a sharply curved side, or a steep angle on the face of the phone, or where the phone has a latch in the handset cradle that prevents the handset from lifting unless it is pushed up to first release it.  The HL10 activates automatically as soon as you “connect” the earpiece to the Base, and is useful for roaming away from your desk (up to 25-30 feet with the Bluetooth Voyager Legend CS, 300 feet with DECT devices such as the CS500 series wireless headset systems), remotely answering and ending calls from that range.

Some models of more advanced electronic phone systems such as Cisco and Avaya use an Electronic Hook Switch (EHS) cable to enable remote call control. This is also available as an option for the Voyager Legend CS.

Managing calls without Remote Call Control

If you will be at or near your desk when using the desk phone, then you can receive and end calls using the desk phone handset or call control buttons on the desk phone itself.

Ready for a Desk Phone Call

Ready for a Desk Phone Call

Be Ready for a Desk Phone Call

Put your earpiece on and select the Call button so that the Call LED on the Base is illuminated.

When a Call comes in, simply pick up the phone handset or select the Call Answer button on your phone if it supports this feature..

When you are done with the call, hangup the phone.  NOTE THAT SELECTING THE CALL BUTTON ON THE EARPIECE (DEACTIVATING THE CALL LED ON THE BASE) WILL NOT DISCONNECT THE CALL.

 

Active Desk Phone Call

Active Desk Phone Call

Answering Calls on your Cell Phone

Answering Cell Phone calls when the earpiece is mounted on the charge stand (not “connected ” to the Base), or when on your ear but not “connected” to the Base, is straight forward. But when the earpiece is “connected” to the Base (Base Call LED illuminated), it takes 2 or 3 steps to answer the Cell phone call.

When the Cell call initiates, you will hear a low level alert through the earpiece.

Put the desk phone caller on Hold through the desk phone function if available.

Select the Call button on the earpiece to “un-connect” the earpiece from the Base.

The incoming cell call alert in the earpiece will now grow louder.

Select the Call button again on the earpiece to answer the Cell call (or use voice commands to answer the Cell call).

When you are done with the Cell call, select the earpiece Call button to end the Cell connection, and select again to re-establish “connect” to the Base.

The desk phone call will still be active and you can resume that conversation.

Answering a Desk Phone Call when you are on an Active Cell Phone Call

In this case, when you Select the Call button on the Earpiece, it will disconnect the Cell Phone call. You must select the Call button again to “connect” to the base, then lift the phone handset or select the phone call button to answer the desk phone call. Unfortunately, there isn’t a way to put the Cell Phone call on Hold while you answer the desk phone call using the Voyager earpiece.

 

Call Management with Handset Lifter

Call Management with Handset Lifter

Operations using a Remote Call Control Device

If you are using an HL10 Handset Lifter or EHS cable, or have ShoreTel phones with direct EHS control through the communication cable,  where Remote Call Control is enabled, then multi-call operations are slightly different. When you select the Call button on the earpiece to “connect” to the Base, it will cause the handset to lift (or electronically put the desk phone “offhook”), and when you end the connection from the earpiece, it will hang up the phone. This will affect the way you manage desk phone calls when a second call comes in on the Cell Phone.

Other things you can do with your Voyager Legend CS

BT300 USB Bluetooth Adapter

BT300 USB Bluetooth Adapter

Connect to your Computer

The BT300 USB Bluetooth Adapter (see Voyager Legend CS accessories**) is a small dongle that plugs into a USB port on your PC or Laptop. It allows you to Pair your Voyager earpiece to the PC and one other device (either your Cell Phone or the Voyager Legend CS Base – you can’t have 3 devices Paired at the same time). This is practical if you want to use your Voyager earpiece to access PC applications such as VoIP, Podcasts or dictation software such as Dragon Speech.

** the BT300 comes in two models: the 85117-02BT300 Bluetooth USB Adapter for standard UC VoIP, and the 85117-01BT300-M Bluetooth USB Adapter for Microsoft Lync

Pairing your Earpiece with the BT300

Disable the Bluetooth connection on one of the devices (pull the power plug on the Voyager Legend CS Base, or Turn Off Bluetooth on your mobile device). The earpiece will alert you that one of these has been turned off.

Request Bluetooth Pairing on the earpiece (select and hold the Call button, or select the Mute/Voice button and Say “PAIR”).

Plug BT300 into a USB port on the Laptop/PC. It will flash at first, then show a Blue LED. The earpiece will provide an audible indication “PC connected”

You may have to go to the Control Panel on the PC to select the Audio Device to complete the setup.

You can return to the original configuration simply by unplugging the BT300 from the PC and re-enabling Bluetooth on the mobile device, or plugging in the power cord to be back of the CS Base. No need to re-Pair, it will be re-established immediately.

Using Different Earpieces

If several co-workers have their own Plantronics multi-point Bluetooth headsets (e.g. Voyager Pro, Voyager Legend etc), and they want to share the same Voyager CS Base, this is easily accomplished. Simply power off earpiece 1, set earpiece 2 in Pairing mode, and select the Pairing button on the back of the Voyager CS Base. This will allow you to share the CS desk phone functionality without having to share earpieces.

Stay tuned (or subscribe) for other user hints and trouble shooting notes. Or if you have questions, please contact us in the Calgary office at 403-239-8414, or email us at calgary(at)comfortcanada.com.

 

Bluetooth Headset Desk Phone Connection using the MDA 200

MDA200 and BT300 in Multipoint Setup

Multipoint Configuration

We’ve described in previous articles how the MDA 200 can allow you to switch your USB headset connection between a PC softphone and a desk phone. In this configuration, the Plantronics Voyager Bluetooth headset combined with the BT300 Bluetooth stub allows the headset to be linked to both the desk phone and the PC, while the multipoint capabilities of the Voyager headset allow it to also pair with your mobile phone.  The HL10 handset lifter connected from the MDA to the phone allows desk phone calls to be initiated and ended remotely without the need to manually pick up the handset.

Active Phone Call

Active Phone Call

The basic principle is illustrated to the left. A call may be initiated by selecting the Call Control (CC) button on the headset. This signals the MDA to lift the phone handset thus initiating or answering a call.  Calls can also be managed by selecting the PC or Phone buttons on the MDA. Selecting the phone button will cause the handset to lift as well as Linking the Bluetooth stub to the headset.

Here are some operational tips we noticed in testing this configuration:

MDA connected only to the Desk Phone (not the PC)

  • Both the PC and Phone LEDs will be off initially. Selecting the CC on the headset will activate the Link and pick up the phone handset
  • If the phone rings, the user is alerted by beeps in the headset, and the MDA phone LED will flash. You can answer  the call using the CC button or by selecting the MDA phone switch.
  • During an active call, selecting the headset CC button or the MDA phone button will end the call and hang up the phone handset.

MDA connected to both Desk Phone and PC

  • Initially the PC LED will be illuminated
  • Selecting the CC button on the headset will NOT activate the phone. It is signaling the PC softphone at this stage. This has relevance depending on the Softphone you are using, and whether you have the Plantronics control software loaded on your computer. (This topic is discussed in the MDA 200 user manual.
  • If the phone rings, the user is alerted and may engage the call using either the CC button or the MDA phone button.
  • The MDA reverts to PC mode when the desk phone call is ended.

The following table provides the LED indicators for various operational modes.

LED

LED State Indication
 PC-Gr Solid green Connected to PC audio (default condition)
 PC-Gr Flashing green Incoming PC call
 PC-Yel Flashing yellow Active PC audio on hold
 Phn-Gr Flashing green Incoming desk phone call
 Phn-Gr Solid green Desk phone audio connected
 Phn-Yel Flashing yellow Active phone audio on hold
 PC_Phn-Gr Both icons flashing green for 2 seconds MDA200 is booting up – once complete both LEDs will be off if no headset is connected. If a headset is connected the PC icon will remain lit solid green.
 PC-Red Solid red Firmware update in process – follow firmware update instructions to clear once complete.
 Phn-Red Solid red Over current condition – using HL10 without power supply. Unplug MDA200, add power adapter, re-plug MDA200 to PC.
 Phn-Red Flashing red Headset fault – replace headset and power cycle the MDA200.

There are more setup and operational details in the MDA 200 user manual which can be found at the bottom of the MDA 200 product description page at this link.

For additional information on configuring the MDA 200 with the HL10, the BT300 and the Voyager Legend Bluetooth headset or Voyager Legend UC, please contact the Comfort Canada Calgary office at calgary@comfortcanada.com

Plantronics HL10 Setup Tips

Savi-HL10-Aastra 9120 Hookup

Savi-HL10-Aastra 9120 Hookup

Remote Call Control Tip: Connecting a wireless headset to a typical desk phone.

The steps involved in setting up a CS500-series or Savi W700 series wireless headset system can be found on the product description pages linked above.  Before you start, please watch the Agent Training videos provided on those pages. Once you have done that, here are some additional tips:

Tip 1: Use the HANDSET PORT, not the headset port. For phones that don’t support EHS cables, if you want to enable Remote Call Control, you will need to receive and make calls by lifting the handset. Some phones do have a Headset Port, and you can connect the wireless headset to this port, and depending on your phone configuration, make and receive calls by selecting the applicable button on the PHONE. But to enable remote call control:

– Disconnect the curley HANDSET cable from the bottom of the phone

– Connect the WIRELESS HEADSET communication cable to the phone HANDSET port on the bottom of the phone (the one that the handset was previously plugged in to)

– Connect the curley HANDSET cable to the receptacle in the middle of the WIRELESS HEADSET communication cable

Now if the Wireless Headset is configured to work with your phone (see Agent Training Video referenced above), then you should be able to answer/end calls using the phone handset (you can do this simply by leaving the wireless headset connection turned on)

HL10 Position and Angle

HL10 Position and Angle

Tip 2: To enable remote call control (so you can answer and end calls when you are away from your desk), you need to install the HL10 handset lifter on the phone. This seems simple (just connect the HL10 cable to the round port on the CS500 or Savi W700 base, and stick the HL10 on the phone under the handset). BUT this need to be done with care.

Care 1: Before you permanently stick the HL10 to your phone, position the HL10 so that it will firmly pick up and set down the handset consistently. The best position is snugged up against the top part (speaker) of the handset, so that it will tip the handset up. DO NOT position it in the middle of the handset so it picks up the whole handset.

Care 2:  There is a height position on the top of the HL10 that determines how high the Handset will be lifted. Sometimes you can set this at the lowest position to just tip up the handset a little bit, so it will drop down more precisely when you end the call. However, some handsets are quite heavy, and the HL10 at that low angle may drop the handset in the midst of your call. If this happens, set the HL10 height switch to the middle or upper position so there is not so much direct downward force leveraged from the handset.

Care 3: Some phones such as the Aastra 9120 have a latch in the top handset cup, so the handset will not lift straight up from the hung-up position. It needs to be pushed forward about 1/8 of an inch before it will lift. If your phone is like this, BEFORE you stick the HL10 on securely, nudge it forward under the handset until it pushes it out of the notch. Then exercise a call-connect several times (use the ear piece call control button, or the button on the wireless system base) to make sure it picks up and sets down consistently.

Care 4:  Some phones do not have a cup at the bottom of the handset cradle to stop the handset from sliding off when it is tipped up. If this presents a problem, get a bit of foam strip tape and make a barrier on the phone so the handset can’t slide off.

HL10 with remote speaker Mic

HL10 with remote speaker Mic

Care 5:  The HL10 detects an incoming call and alerts the user through beeps in the earpiece by “hearing” the phone ring. If your phone ring volume is too low, turn it up. If the HL10 is positioned so that its built-in MIC is not positioned near enough to the phone ring speaker, connect the little remote mic (it should have been included in your HL10 package) to the HL10, and stick it on the phone over the speaker.

If you have additional questions about the Plantronics CS500 or Savi W700 , or how to select the appropriate Remote Call Control accessories (HL10 Handset Lifter or Electronics Hook Switch -EHS- cable), please visit the Comfort Telecom Canada Plantronics Wireless Products webpages, or contact our Calgary, Alberta office at calgary@comfortcanada.com.

Setting up your New Plantronics CS500 Wireless Headset

CS500 Series

CS500 Wireless Headset Series

The CS500 series includes 3 model types: CS540 (replacing the CS55), CS510/CS520 (replacing the CS351N/CS361N), and the CS530 (replacing the CS70N).  The CS500 has a number of improvements and new features over the older wireless telephone headsets. These include:

– Updated modern design of the Base unit

– Narrowband and Wideband support

– Conference in up to 3 additional CS500 or Savi headsets

– New DECT™ technology: up to 350 foot range

– Adaptive power for optimal range and battery life

– Super light and comfortable earpiece for the CS540 model

– Magnetic latching of the earpiece to the Base for the CS540 and CS530 models

Below are links to various videos, illustrations and user manuals to help you get your headset up and running quickly and to get the most out of the new features.

CS500 Agent Training Video

How to connect a CS500 series base to a desk phone

CS500 Series: How to Set Up the HL10 Lifter

CS500 Series: How to Set Up the Electronic Hookswitch (EHS) Cable

EHS Cable Connection for Specific Phone Models (Avaya, Cisco, Shoretel etc.)

CS540 User Guide

How to Change a CS540 Battery

CS530 User Guide

CS530 Quick Start Guide

CS510/CS520 User Guide

CS510/CS520 Battery Replacement

For additional product information, please visit our website at http://www.comfortcanada.com/Plantronics/cs500.htm . Email us at calgary@comfortcanada.com for pricing and availability.

Plantronics Wireless Headsets and HL10 Connection Tips

CS540 and HL10 Phone Connection

CS540 and HL10 Phone Connection

Remote Call Control

Most wireless headsets provide remote call control for the desk phone which they are connected to. This means that the user can answer or end a call by selecting the Call Control button on their headset when they are away from their desk. With older phone systems, this is accomplished using a handset lifter which will lift or drop the handset on the phone to control the call. The Plantronics HL10 lifter is shown attached to the side of the phone in the picture. It is connected to a port on the back of the wireless headset (a Plantronics CS540 in this case) where it derives its control signals and power. For advanced digital phones such as Avaya and Cisco products, an Electronic Hook Switch (EHS) cable can replace the HL10 to reduce clutter.

HL10 to Wireless Base Connection

HL10 to Wireless Base Connection

Can I use my old “L”-connector HL10 with a new CS500 or Savi W700 series headset?

Ans: Yes. The newly designed HL10 model 60961-35 uses a straight connector to plug into the back of the CS500 and Savi W700 series headsets. The older HL10 model 60961-32 used an L-shaped connector to plug into the bottom of the base of the CS55, CS70N and CS351/CS361 wireless models. However, your existing HL10 can plug into the back of the newer headset model base. Just point the wire upwards, as shown to the left. DO NOT point the wire down, as the “L” will contact the casing on the base and fail to connect properly.

Auto-Answer Toggle

Auto-Answer Toggle

Auto-Answer Feature

The Auto-Answer feature allows the user to set the wireless headset to automatically pick up (answer) the phone when the headset earpiece is lifted  off the charging cradle. There is a built-in delay to give the user time to place the headset on their head or ear. There is a toggle switch (see picture to left) on the headset base to allow the user to activate or turn off this feature.

When auto answer is set to red you must press the headset call button to answer an incoming call.
When Auto Answer is set to green you can answer a call just by lifting headset from the base.

Note, when switching from one mode to the other, run the HL10 through one up/down cycle by selecting the Call Control button on the earpiece twice, then place the earpiece in the charging cradle on the base. The next time you pick up the earpiece, the selected auto-answer mode (on or off) will be activated.

Why can’t I hear the incoming call signal on my wireless headset?

Try turning up the sound level on your telephone ringer. The HL10 detects an incoming call by “hearing” the audible sound from the phone ringer and transmitting a in-bound call signal to the CS500. If the sound is too low (or off altogether), then the no signal is sent. Also, since the HL10 mic is directly under the lifter arm, if the phone speaker is on the other side of the phone, use HL10 Ring Detector accessory to connect the HL10 to a tiny mic placed above the phone speaker placed over the phone speaker.

For additional product information about Plantronics Wireless headsets, please visit our website at http://www.comfortcanada.com/Plantronics/plnt_wireless.htm or email us at calgary{at}comfortcanada{dot}com.