Sennheiser headset accepts calls on MS Edge automatically when not in station

[PhilK]

3CX webclient with Sennheiser headset integration automatically accepts calls via Microsoft Edge when the headset is not in the station.
How can I stop this or is this a bug? It doesn't do this in Google Chrome, but we currently have completely different problems here, see https://www.3cx.com/community/threads/3cx-webclient-on-chrome-not-ringing.80606/#post-372682
What informations can I provide you to check this issue?
EPOS Connect running on 4.4.0.1230
Edge running on Version 89.0.774.76 (64-Bit)
Sennheiser Headset Integration activated in Webclient
3CX System on Build 16.0.8.9

 

[VasilisV_3CX]

Hi @PhilK,

The only Auto-Answer 3CX has is in the 3CX Windows Softphone. If this is happening via the web client only in Edge, that's quite strange.

1. Can you update Edge to the latest version?
2. Does this happen every time you place a call to the extension?
3. Have you tried using a different headset?
4. Can you connect the headset to a computer that you've never used the Sennheiser headset on before and test?

 

[PhilK]

Hi @VasilisV_3CX,

I'm on a different workplace with a different headset today, but this headset was already connected to my notebook. It's the similar model (Sennheiser D10). The Browser is still on the latest version.
With this headset I don't have the problem.
I got a call from another colleague. She uses the Google Chrome based 3CX Webclient on the latest Google Chrome version and today she had this problem, too. Not for every call, but for some of them.
We also had some colleagues in the past using the 3CX Windows Softphone, where the auto-answer option was disabled, but they also had the problem, that the client answered calls nevertheless. I still have one user with this problem with the softphone atm, so we have this problem on softclient and webclient, where webclient has the problem on different browsers.
How can I see or check where this problem comes from? Can you escalate it to sennheiser? I think the only commonality is, that all of us are using EPOS Connect. Of course the softphone uses the Sennheiser/Epos Connect to 3CX Plugin.

 

[VasilisV_3CX]

Hi @PhilK,

EDIT:

I've tested and picking up the headset from the base after the call is incoming answers the call (as an auto answer, which is standard behaviour for a lot of their models). This is done via the Sennheiser software. What may be happening is the headset itself may be losing connection or placing itself in a "sleep mode" and upon reconnecting or waking up, it's auto answering as if it's being removed from the base.

 

[PhilK]

Hi @VasilisV_3CX,

you're right, and I know this feature, with the auto-answer when picking the headset from the station. This features is very nice But it normally does not happen, when you don't have the headset on the station. It should not. Normally this also rings like it is on the station and then you can pick the call with the button on the headset.
Is it possible to ask sennheiser for this bug? Maybe a firmware update for the headset can fix it? What do you think?The problem does not occur always on webclients atm. But when we have this issue on a softclient likemy current colleague with this problem, it occurs nearly with every call. On these clients, where we use the softclient (most of them win10 IoT) with EPOS Connect and the EPOS to 3CX Plugin from EPOS, it is very difficult to fix this problem. Mostly we changed the whole device (computer) and headset and installed all new on the new device. Seems like, if it occurs, it is a very deep problem, that is not fixed with new installation or/and new headset.
EDIT: on the softclient with the current problem the calls are also picked up, when the headset is on the station. There is no connection error between headset and station, otherwise the accu would already be empty.

 

[PhilK]

I took a screenshot from your last message without the edit.
I can't follow you, what do you mean with step 3? The only step, that is about the softclient is step 1 and here it says, that if you're using the softclient and EPOS Connect, you need to install the Plugin. That's what we do. Isn't it correct? I would appreciate if we wouldn't need anything of that, to use a fully working phone with a ringing headset station and working headset buttons on a VDI.

 

[VasilisV_3CX]

Hi @PhilK,

With regards to the edit:

The edit was made as I did not think this response would be the best way forward after careful consideration. Class the previous text null and void.

With regards to the continuation of the post:

I'm not saying its a bug but I will say that I think speaking with Sennheiser seems like a wise move.

 

[PhilK]

Ok, sorry for posting the screenshot. It's ok for me.

I'll be waiting for your feedback after speaking with Sennheiser. Thank you.
FYI: It would be okay for me to have a remote session with you or someone from sennheiser to check the problem for the softclient and if I'm able to reproduce also for the webclient.

 

[VasilisV_3CX]

Hi @PhilK,

I would speak with Sennheiser, if my D10 had the same issue however I'm unable to replicate this consistently, so the best course of action would be to replicate this on your side, take a screen capture and send it to Sennheiser to investigate and follow up.

 

[PhilK]

Hi @VasilisV_3CX, what do you mean with the screen capture? A screenshot? I don't think so
Can you tell me how to do that, what you need there exactly?

 

[VasilisV_3CX]

I'm not sure what has been misconstrued, but allow me to clear this up.

As previously mentioned twice, you will need to speak with Sennheiser in order to report this to them.

 

[PhilK]

Sorry, my mistake, I have misunderstood you.