Tag Archive for: Training-Y

Training-Y for USB Headsets in Softphone environment?

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By Danny Hayasaka

April 20, 2017

This question continues to come up again and again. Can you connect two hardwired USB headsets to some sort of splitter for training purposes? The answer is still “No”.

As more and more companies adopt new voice technologies that include softphones there has been a shift from traditional QD headsets to hardwired or wireless USB headsets. The shift from desk phone to softphone does not eradicate the need to train. Businesses still need supervisors/team leads/trainers to sit with new employees/agents and train.

I recently visited a small credit union call center.  Fortunately for them, they were using Jabra PRO 9450 wireless headsets across the floor. I noticed they had a spare PRO 9450 on a shelf plugged into power to keep it charged. Attached also was a Zoomswitch Trainer. I asked what it was for. They said for training purposes. They connect two PRO 9450 bases to a Cisco desk phone via Zoomswitch Trainer.  I then asked if they were aware of Conferencing Feature that allows them to pair up to 4 headsets to one base. They were not. I provided the instructions on how to do this and they were ecstatic. Much easier and cleaner solution.

I bring up that story because another shift we’ve seen is customers ordering MORE WIRELESS headsets. This is good news when it comes to training. Most major headset brands (Plantronics, Jabra, Sennheiser) that offer wireless headsets include the Conferencing feature.

  • Plantronics Savi 700, Savi 400, CS500 & CS500 XD Series
  • Jabra PRO 9400, *PRO 900 Series (*some models)
  • Sennheiser SD, D10 Series

If you have hardwired corded USB headsets you will run into some challenges if you need to connect two headsets for training.

What are your options? First, understand you can’t connect two hardwired USB headsets to one PC for training. Next, review employees’ roles and daily routines. Based on their roles and daily routines, is corded best option? Perhaps single or multi-connectivity wireless headsets are better options. If you deem corded is best, then let’s look at training options for USB softphone environment.

All major headset brands (Plantronics, Jabra/VXi, Sennheiser) include standard training solutions for USB softphone environment and typically consist of:

  • Two QD (Quick Disconnect/Easy Disconnect) Headsets + Training-Y Cable + QD to USB Adapter

Before you buy all hardwired USB headsets, make note of how many trainers/supervisors and how often training is done so you can order the appropriate number of standard USB training solution.

Alternative options.

  • Two Jabra QD Headsets + Jabra Link 265 USB Training-Y
  • Same Series Wireless Headsets using Conference feature

Contact your dedicated Call One, Inc. Account Executive to help you identify what solution is best in your environment.

1-800-749-3160 or sales@calloneonline.com 

 

Is there a Training-Y for USB Headsets?

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By Danny Hayasaka

November 18, 2015

Even though I’ve mentioned it several times, I still get asked fairly regularly by our reps and customers. “Is there a Training-Y for USB Headsets?”, “Is there any way to connect two USB headsets to one USB port for training purposes?” or “Is there a USB splitter we use to connect two USB headsets so both headset users can hear and be heard?”

The answer is no. It’s not a USB headset manufacturer thing, it’s a PC thing. A PC only recognizes one audio path and device. For instance, I have several USB audio devices connected to my PC however, I can only use one at a time for voice calls and for streaming audio.

For Lync/SfB calls I can select audio device I want. For audio from PC I go into my Control Panel, go to Sound and select the audio device and set as my default.

Believe me, I have tried to “trick” the system by using a multi-USB adapter but was unsuccessful.

If you are an organization that utilizes softphones and requires “buddy jacks”, “peer training”, needs to have two individuals be able to listen and talk in real time to the same call…you can’t do it with a hardwired USB headset. Again, it’s not a USB headset manufacturer issue, it’s PC thing. I believe the same is true of Mac iOS, I’ll have to confirm when I get home.

For now the only device that allows TWO headsets to connect to one USB port for training purposes is the Jabra Link 265 with two Jabra QD headsets.

To my knowledge, this is currently the only option. If anyone knows of any other way to connect TWO USB hardwired headsets into a PC so both can receive/transmit via same call, please share.

 

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!