Re: 8225 Blackwire with RingCentral

Phoneguy@Medcor · ‎09-12-2022

My Company has almost 200 RingCentral NICE incontact agents using the 8225 Blackwire headsets. We are having issues with lots of agents reporting dead air calls. When reviewing the call recordings both sides are heard in the recording so this tells me its an issue on the Agents end. Has anyone else experienced these issues and found a resolution? Things I have tried so far.

1) Updated firm ware on headset.

2) PCs updated.

3) Plantronics Managed hub setting Softphone to Cisco IP Communicator and disabling Teams.

4) Headset set as default sound device.

5) RingCentral sound set as Same as system default.

6) Registry entries added :

IntensiveWakeUpThrottlingEnabled value 0 RegDword
WindowOcclusionEnabled value 0 RegDword

HKEY_LOCAL_MACHINE\SOFTWARE\POLICIES\GOOGLE\CHROME
HKEY_LOCAL_MACHINE\SOFTWARE\POLICIES\MICROSOFT\EDGE

7) Turn off Headset control in RC.

Using Latest version of RC Phone App.

9) Turned off Power Management for USB .

Is there anything I am missing? Any help is much appreciated

Poly Mukesh · ‎09-13-2022

Hello Phoneguy@Medcor

Welcome to the Poly Community !!

This requires further investigation. Hence we would suggest you to open a support ticket with Poly.

Best Regards,
Mukesh Kumar

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HS55 · ‎02-14-2023

Spoiler

Hi

I have been having very similar issue to this within my organisation, using a USB 3.0 port helped in terms of sound quality. However the cutting out during Ring Central calls is still causing problems.

Any support on this would be hugely appreciated