Phone or Headset in Lync environment?

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June 26, 2014

By Danny Hayasaka

I remember the planning days when we decided to make the switch from an old Inter-Tel phone system to Microsoft Lync. Even though we were using headsets attached to our desk phones, we still felt it necessary to provide employees with desk phones and headsets.

I believe it took about three months, before the majority of our employees removed the phones off their desk. In a 100% Lync environment, a headset and webcam are all you really need. Of course some folks still can’t make the transition so they must have a desk phone.

The key to knowing whether or not you provide a desk phone, is understanding employees’ roles and how they “work” on a daily basis. In addition to Lync, do they have mobile devices (smartphones and tablets) they have to connect to?

I personally get to test/evaluate many of the devices for Lync so my desk and book shelf are full of multiple products from various manufacturers (Yes, I love what I do).

The way I work, requires me to pair to my PC for Lync calls as well as my mobile phone. Great products that provide that connectivity are the Jabra Motion UC+ MS, Plantronics Voyager Legend UC-M (B235-M), Sennheiser Presence UC ML, and VXi VoxStar UC. All these models allow me to pair to my PC via Bluetooth USB Dongle and my mobile phone via Bluetooth. Regardless of where call comes from (PC or mobile) I can answer with one headset. Additionally, at the end of the day, I can drive home and use same headset for hands-free driving.

However, there are still areas of an organization that require something other than a headset. For example, conference rooms, training rooms, etc. require conference phones or conferencecams. Polycom and Logitech make great Lync optimized devices for those areas like the Polycom CX5100, CX5500 or even CXC8000. From Logitech you have the BCC 950 and CC3000e ConferenceCams.

As I mentioned earlier, some folks will NOT wear a headset and MUST have a phone. Fortunately there are Lync optimized IP phones available from Polycom, HP and Aastra. Then there are a host of Lync compatible phones from AudioCodes, Spectralink, Polycom and Snom that offer multiple features.

How each individual employee works should dictate which device is best. It’s important to seek out a device-centric vendor who specializes in Lync optimized/compatible devices that can guide you through the MANY options that are available and help with best practices. If the vendor uses Lync themselves, like Call One, Inc. it’s a plus!

UC or Microsoft Variant when choosing headsets?

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By Danny Hayasaka

June 12, 2014

More and more organizations have hybrid communications and collaboration platforms that involve many of the major voice and UC platform providers. It’s very rare to find a company that is 100% Microsoft Lync, 100% Cisco, 100% Avaya, etc. The majority have a mix of platforms.

Some organizations have two, three, four or more various communications and collaboration platforms which increases the challenge of selecting the right, compatible device. Some companies have Cisco and Microsoft Environments or Avaya and Microsoft. Some have other lesser known VoIP platforms plus they use Google Hangouts or Skype for video. The point is, it’s not so simple selecting a compatible headset with all the “web-based” applications and collaboration platforms in use.

In my earlier blog about “Which Wireless Headset is the Best” I discussed there are multiple variables to consider when selecting a wireless headset. Voice and Collaboration platform is one of those variables. Understanding exactly which platform/s the headset will be used with helps in identifying the compatible device.

For now, I’ll focus on Microsoft Lync & “Other” platform and Plantronics, Jabra, and Sennheiser headsets as they have UC and Microsoft Optimized variants of their USB model corded and wireless headsets. VXi offers Microsoft “compatible” headsets however currently do not have “optimized” variants. Additionally, Logitech Business USB headsets are Lync optimized however do not have different UC and Microsoft Lync variants.

Important note for Plantronics, Jabra, and Sennheiser: They offer software that enables and is sometimes necessary to support some feature/functionality depending on softphone like answer/hang up from headset or inline control. The software is either for individual download or for IT to use as a tool to remotely access and control the various devices.

Plantronics Software link: Spokes & Plantronics Enterprise Management (PEM)

Jabra PC Suite (Individual)

Jabra Xpress (IT)

Sennheiser Software: Cisco Jabber Plugin, Sennheiser Updater, IBM Sametime, HeadSetup

For Plantronics in mixed platform environment where Microsoft Lync is not the main voice platform, it’s recommended to select UC variant of their models with Plantronics Spokes or PEM. In an environment where Microsoft Lync is being used as the main voice platform, then Microsoft Lync Optimized variant is recommended.

When it comes to Jabra and Sennheiser in a mixed environment, they recommend Microsoft Lync Optimized variant over UC models. Again, it’s always best to download Jabra PC Suite, Jabra Xpress or Sennheiser appropriate software.

The best thing you can do is engage a device-centric partner that takes the time to understand your environment discusses the various options available.

 

Which Wireless Headset is the Best?

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Which Wireless Headset is the Best? I get this question A LOT! The answer is, “It depends”.

There are multiple variables to consider. What are those variables?

  • What are you connecting to?
    • Desk Phone
      • For Remote Answer/Hang Up does your phone support:
        • Handset Lifter or EHS (Electronic Hook Switch) Cable
      • PC/Laptop
        • Which softphone/UC platform?
        • Firmware upgradeable options available via software downloads (typically free)
          • Corporate software downloads available that supports the ability to push out updates company-wide remotely
            • Makes large deployments easier
          • Mobile device (Smartphone/Tablet)
            • Bluetooth
            • NFC
          • Combination? Which combination?
            • Desk Phone, PC & Mobile
            • Desk Phone & PC
            • Desk Phone & Mobile
            • PC & Mobile
            • Microsoft Lync Optimized

  • Which wearing style do you prefer?
    • Headband
      • Single ear
      • Dual ear
    • Neckband
    • Over the ear
    • Convertible

  • Wireless Frequency and Range
    • Wireless frequency
      • 9GHz DECT
      • Bluetooth
      • 900 MHz
      • A mix based on need and density concerns
    • Wireless range
      • Up to 33ft all the way up to 450ft
      • When it comes to wireless range – there are factors to consider
        • Building material, furniture, floor layout, density, other wireless interferences, etc.

Which Wireless Headset is the Best

  • Talk Time – most folks want a “full 8hrs” however the reality is, most normal office workers only spend 30min – 3hrs actually engaged in phone calls. Of course there are exceptions.
    • Talk times vary from model to model
    • Anywhere from up to 6hrs to infinite talk time (with hot swappable battery option)
  • Field Replaceable Battery
    • We have many “Do it Yourself” types that like the ability to order replacement batteries
  • Warranty
    • Industry standard is 1 year warranty for wireless headsets
    • Some brands offer 2 year warranty on their wireless
  • Multi-Shift?
    • Is there a need to support multiple shifts and/or desk sharing (hot desking)
  • Price
    • MSRP range from $149.95 – $449.95 per wireless headset

Which Wireless Headset is the Best

As you can see, there are many variables to consider when selecting a wireless headset. What is the “best” for one person may not necessarily be for another.

It’s important to work with a headset vendor with experience and knowledge in all these variables to help you find the right wireless headset for you.

 

Jabra Motion Office Review

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We received the Jabra Motion Office about a month ago and I was so excited to review and  test this new multi-connectivity wireless offering by Jabra.

Two variants:

  1. 6670-904-105 Jabra Motion Office
  2. 6670-904-305 Jabra Motion Office MS – Optimized for Microsoft Lync (now Skype for Business)

What you get in the box:  Jabra Motion headset, Touchscreen base, Wall Charger, Micro-USB cable (long), Telephone cable, Soft Pouch, Jabra Link 360 USB Bluetooth dongle (this is awesome as this makes for true UC device that can be used in the office, while commuting and at home or where ever you are), Ear Gels (S, M, L), Micro-USB cable (Short)

Jabra Motion Office ReviewJabra Motion Office Review

 

Set Up: In our Jabra Motion Office Review, before setting up I recommend downloading Jabra PC Suite (now Jabra Direct). Jabra PC Suite provides a nice Graphic User Interface (GUI) via your PC/Laptop and offers multiple options/settings. Because of the 2.4-inch color touchscreen, set up is nice and easy. Simply follow the prompts. Fortunately, I only have a PC and mobile phone to connect/pair to. However, I have set up PRO 9470 with desk phone in the past and it was easy as well. Basically set headset on charger base. Connect power to the wall. Connect the USB cable to PC and if you have phone connect the telephone cable to phone or it does support EHS cables and/or Handset Lifter. All ports on the touchscreen base are clearly labeled. For added feature, there is a slot for Online Indicator Light that comes in really handy.

Jabra Motion Office Review

Jabra Motion Office Review

Jabra Motion Office ReviewOnce set up, you have the option via Touchscreen or Jabra PC Suite GUI to adjust settings. For example, you may want to set it so when you undock headset it answers automatically.

Jabra Motion Headset: As I mentioned earlier the headset itself is comfortable. The speaker portion slides up and down for added comfort and custom fit. The mic boom is the “on/off” switch so you can clearly see if the headset is on or off. The volume adjustment is touch sensitive, merely stroke back of headset up or down to adjust volume. The answer/hang-up button is easily located right on the speaker portion or if available, utilizes voice activation. Also, there is a little button under the mic that allows you to activate voice commands. In addition to Bluetooth, the Jabra Motion also supports NFC (Near Field Communication) technology. Also has “motion sensors” however not certain how/what that is for just yet. There is a “Busylight” indicator on the earpiece to show others if you are in a call. This is headset is just jam-packed with features. I’ll list more below…

Jabra Motion Office
Jabra Motion Office

Audio Quality: The audio quality was much better than expected. Manufacturers have really been stepping up their game when it comes to professional grade Bluetooth’s. I volume is loud enough and I can hear clearly. My transmit quality seems to be good as I haven’t had any complaints.

Talk Time: Jabra states up to 7hrs. I have been on back to back hour long conference calls plus many short calls throughout an 8hr day and the Jabra Motion has lasted.

Switching from mobile to PC calls is a snap via Touchscreen.

Conclusion: If you are a professional that would benefit by having one headset to connect/pair to multiple devices in and out of the office, the Jabra Motion Office is your solution.

Connect to your desk phone (supports EHS and/or Handset Lifter for remote answer/hang up feature), PC/Laptop via USB cable or included USB Bluetooth dongle AND your mobile device (smartphone or tablet). The audio quality is very good and the Motion has enough talk time to make it through a busy day. The included soft pouch and spare micro-USB charging cable really comes in handy so you can keep your Motion charged in and out of the office.

I believe Jabra has a really great solution with the Jabra Motion Office.

HEADSET FEATURES

  • ƒƒ Motion sensor technology
  • ƒƒ Power Nap for extended battery performance
  • ƒƒ Intelligent volume control
  • ƒƒ NFC technology
  • ƒƒ Volume touch controls
  • ƒƒ Voice controls
  • ƒƒ HD Voice and A2DP music streaming audio
  • ƒƒ Wireless freedom – Up to 100m/300ft
  • ƒƒ Noise Blackout™ 3.0
  • ƒƒ Wind noise protection
  • ƒƒ Jabra SafeTone™
  • ƒƒ Busylight indicator
  • ƒƒ Adjustable height for a perfect fit

TOUCHSCREEN BASE FEATURES

  • ƒƒ4-inch color touchscreen
  • ƒƒ Desk phone, PC and Mac, and Bluetooth® mobile device connectivity
  • ƒƒ Touchscreen-guided setup for desk phone, PC and Mac, and mobile device connections
  • ƒƒ Touchscreen call control for all connected phones
  • ƒƒ On-screen caller ID (mobile devices, PC and Mac only)
  • ƒƒ Touchscreen Dial-pad (mobile devices and supported softphones only)
  • ƒƒ Headset recharge docking cradle

Logitech CC3000e Review

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By Danny Hayasaka

April 7, 2014

I can’t believe I haven’t written about the Logitech CC3000e!?

This is a super exciting product. All the buzz these days is “collaboration”. There are numerous web-based collaboration platforms customers are using: Microsoft Lync, Cisco Jabber, WebEx, Bluejeans, Zoom, Skype, Google+ Hangouts, GoToMeeting, Vidyo, etc.

There hasn’t really been a good solution for web-based collaboration meeting outside of 1-4 people using standard USB webcam and USB speakerphone.

When you have 5-10 people, you really need a more robust solution. You need a better speakerphone and you definitely need a better camera. The Logitech CC3000e is the solution.

It’s a USB device that is PC and Mac compatible and is compatible/optimized/certified with all the major collaboration platform providers.

What you get in the box: Speakerphone, Camera, Remote Control, Powered Hub, Wall/Table Mount, Two 16-foot cables for Speakerphone/Hub and Camera/Hub Connection, USB cable for Hub/PC Connection, Adhesive solution for hub mounting, Power adapter and Quick Start Guide.

Set Up: The actual set up is easy. What may help make it even easier is if you determine “where” the camera and speaker will go? Actually connecting the camera and speakerphone to the hub is easy. Connecting the USB cable to a PC is simple. And just about anyone can connect the power adapter to the wall.

Use: I personally have had multiple video calls across a variety of platforms: Microsoft Lync, Skype, Bluejeans, Zoom, GoToMeeting, Vidyo and more. The picture clarity and audio were great. I can hear and be heard clearly. With the handy remote control, I can pan, tilt and zoom camera to position it to exactly what I want the viewer to see. I have some pictures in my office that I like to zoom in on to show the powerful zoom and just really nice crisp video. Perfect for zooming in on a whiteboard. There is one preset webcam angle. That makes it nice to zero back in if during call cam has been pointing here and there. There is also a lens security cover so you can rest assured you are not seen if you don’t wish to be.

In addition to connecting via USB to PC/Laptop/Mac the speakerphone also has Bluetooth and NFC (Near Field Communication). This allows you to have better audio for a conference call from your mobile device (tablet, smartphone).

Conclusion: The Logitech CC3000e gets two thumbs way up. There is so much versatility with this device. Set up and use are simple. Because it’s USB, it works across multiple platforms plus it’s Bluetooth and NFC enabled. This is great for any organization looking to enhance their meetings, for interviews, training, teaching, brainstorming sessions, for collaborating. The BEST part is the price. Normally video codecs with PTZ cams can cost thousands and thousands of dollars and possibly a proprietary platform/infrastructure. The Logitech CC3000e is ONLY $999!!! The only negative thing about the CC3000e is that we can’t keep them on our shelves!!! I’m not the only one who is impressed and sees the value of this device. Order yours today!

 

VXi CC Pro Review

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Received VXi CC Pro 4010G Monaural Headset with Jabra QD.

In the Bag: Yes, this product does not come in a product box but in a bubble wrap bag much like the Plantronics C300 Series. Inside you have the CC Pro 4010G headset and VXi CC Pro Headset Instructions

 

Initial thoughts: Looks like solid contact center headset with clearly large foam ear cushion.

Set Up: Basically you place headset on headband style with one ear covered. Connect QD portion to appropriate compatible QD cable/amplifier/adapter.

I received “G” variant of CC Pro so I connected to Link 265 and my PC with Microsoft Lync.

I must say headband is a bit snug on initial wear however you can remove headband and gently stretch headband to loosen it up a bit.

Because I’m using Jabra Link 265, it was plug and play with Microsoft Lync. Lync client recognizes Link 265 and I have all the feature functionality: answer/hang up, mute, volume up/down

Audio Quality: Had several test calls including one fairly long conference call and audio was good. There were no complaints from persons I was calling and the audio on my end was very good. The noise canceling appears to be very good. On one of the test calls I played music in the background and slowly increased volume. I had the volume up loud (not maxed out but then even I wouldn’t be able to hear myself). Person on other end had to be told there was music playing however they couldn’t really distinguish song and it seemed to cut out when I was talking.

 

VXi CC ProVXi CC Pro

VXi CC Pro

VXi CC Pro

Closing Comments: This is a fairly priced contact center headset the competes with Plantronics SupraPlus, Jabra GN 2000 Series and Sennheiser’s SH 300 Series. Key selling point is that like other VXi QD headsets, you have the options of Jabra, Plantronics and VXi Quick Disconnect variants to easily transition from those brands to VXi.

Jabra Link 265

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We received the Jabra Link 265 USB Training-Y for Jabra QD Headsets a little while back however just now getting around to writing about it.

In the Box:  Jabra Link 265 USB Training-Y Cable with inline control, Jabra Link 265 Quick Start Guide

Jabra Link 265

 

Set Up: The Jabra Link 265 is very easy to set up. Just plug into USB port and you’re done. Connect two Jabra Headsets with Quick Disconnect (QD) like the new BIZ 2300 Series Headsets. The green birdband is for agent and the red is for supervisor.

Jabra Link 265

Use: Once you have Jabra Link 265 and headsets connected you are ready to use. The softphone/pc based application will determine whether or not you will have call control via inline control. I have Microsoft Lync (now Microsoft Skype for Business) and was able to answer/hang up, adjust speaker volume and mute. One of the cooler features of this Jabra device is that you have the option to mute the supervisor headset and place it in listen only mode. Or, you can have both headset wearers receive and transmit.

Jabra Link 265

The audio quality was very good on my end as well as to the folks I called.

Conclusion: This Jabra solution is a must have for contact centers or any organization that requires supervisor or “buddy” training in a softphone environment. To date, there is no such thing as a training-y for USB headsets (It’s a PC/USB thing – only recognizes one audio path at a time). This is a much cleaner solution. Currently customers need two QD headsets, Training-Y and QD to USB Adapter to accommodate training. For those who have done this understand that is a LOT OF CABLE all over the place. This is a much, much cleaner solution; just two Jabra QD headsets and the Jabra Link 265 USB Training-Y. Very awesome product and solution!

VXi ConneXt – Review

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By Danny Hayasaka

February 26, 2014

Received my VXi ConneXt Deskphone/PC Switch

In the Box: ConneXt switch box, Phone to ConneXt cable, ConneXt to USB cable, QD cable (VXi, Plantronics and Jabra QD variants available), Headset Stand, User Guide, Warranty Info card

Set Up: Easy. Attach headset stand to the base. Connect QD coil cord to the base and run along the cord management system on the underside of base. Connect base to phone patch cable. Connect the USB cable to base.

There are A, B and C switch settings on side of ConneXt depending on the phone you are connecting to. “A” switch setting is the most common (Polycom, ShoreTel, Panasonic, and others). “B” for Cisco 6900, 7900, 8900 and 9900 Series and “C” for Avaya 1600, 9600 and 96×1 Series.

Additionally, there is a built-in microphone boost. There are 8 settings (1-8). Position #1 (default) is when no additional boost is needed. Position #8 is for maximum microphone boost.

 

I have no desk phone so I was only able to connect to my PC with Microsoft Lync. Lync recognized the device as VXi 2-Wary Switch V1.0

If I was connected to the desk phone, I would use the toggle switch on ConneXt to switch back and forth between desk phone and PC.

Making calls. I used my Microsoft Lync client to make calls. The audio quality was really good on my end. There was a delay in “answering” a Lync call however after I went into Control Panel à Sound and made VXi 2-Way Switch default, there was no delay.

VXi VoxStar UC Review

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By Danny Hayasaka

December 17, 2013 – January 14, 2014

Received the new VXi VoxStar UC Bluetooth Headset and USB Dongle

In The Box: VoxStar Bluetooth headset, USB Bluetooth Dongle, ear hook, ear cushions and rings, headband, neckband, USB to micro USB cable, AC power adapter with USB port, VXi VoxStar UC Quick Start Guide

Set Up: Charging is simple. Connect micro USB connection to back of VoxStar headset. Connect USB plug to AC Power Adapter or to USB port on PC. Headset charging, the LED will illuminate red and blue when fully charged.

To turn headset on, hold multi-function button (MFB) for 2-3 seconds, if you are wearing headset, headset will state, “Power On”. To power off, hold MFB for 3-4 seconds and you will hear, “Power off”.

When you first connect USB dongle to PC, a series of drivers install before device is ready for use. VoxStar automatically pairs to USB Dongle when VoxStar is turned on and USB dongle is connected to PC.

You can also go to www.vxicorp.com/usb for more info on configuring your specific operating system.

To pair headset to mobile device, from headset turned off, press and hold MFB for 5-15 second, it will state “Discovering”. Place your mobile device into Bluetooth pairing mode. Select VXi VoxStar as your device. Once connected/paired, it will state “Your headset is connected”.

You can make and take calls via Lync. The only negative is that you can NOT answer Lync calls remotely. However I hear VXi is “working on that”. Folks may overlook lack of remote answer capability once they realize how good the noise canceling mic is. I have three different comparable Lync optimized audio devices and the VXi VoxStar provides much better noise canceling mic ability.

Conclusion: VXi has produced a pretty great product. There are currently other Bluetooth headsets that allow you to pair to mobile and PC/Laptop via USB dongle however, the great noise canceling mic really takes this product to another level. Plus the three included wearing styles and multiple charging options are very nice features. I would definitely recommend this product to those in need of a Bluetooth with exceptional noise canceling mic.

CS540 vs SaviW740 Batteries

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Is there a difference between Plantronics CS540 vs SaviW740 Batteries? YES! Quick blog to help customers see the differences between the CS540, CS540 XD and Savi W740 headset batteries. At first glance, the three models look similar if not identical. However there are some subtle differences in CS540 vs SaviW740 Batteries.

CS540 vs SaviW740 BatteriesCS540 vs SaviW740 Batteries

The CS540 and CS540 XD models both have a black boom mic, chrome/silver answer/hang up button and black volume/mute switch. The Savi W740 has a chrome/silver boom mic and volume/mute switch. Upon closer inspection, the CS540 XD has “CS500XD” stamped right below volume/mute switch:

Now for the batteries. The CS540 XD and Savi W740 use the same hot swappable battery (Plantronics Part Number: 84598-01).

CS540 vs SaviW740 Batteries

The CS540 had field replaceable battery (Plantronics Part Number: 86180-01). You must remove the battery cover pull battery out to replace.
CS540 vs SaviW740 Batteries