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  • Softphone/Plantronics Savi 430 wireless headset/VMware VDI

    We are running ShoreTel Connect Build 213.100.2558.0 on VMware View virtual desktops. We ordered a Plantronics Savi 430 wireless headset and are attempting to use it as a softphone. I can get Windows sounds through the headset (new e-mail arriving, etc), but am not able to get Connect to recognize it as a softphone audio device. I did not install the Plantronics Hub software as the Plantronics guide stated it was not necessary for Connect. Is there some sort of Shoretel driver that I need to install?

  • #2
    I would absolutely install the hub software. You can also download the TAPI driver from the HQ server at this URL: http://<server name or IP>/shorewareresources/shoreteltelephonyinterface/

    I'm not familiar with VMware View, but I can tell you if you RDP into a workstation and try to use a USB softphone device, it will never show up. I have a lab here at home, and have one VMware guest that has a USB headset passed-through to it, but the only way I can ever select it through the client is if I console into the guest, and not remote in via RDP. I think it has something to do with the audio redirection, but I've never been able to get it to work.

    Can you get ANY USB headset to work?

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    • #3
      We have been running Communicator as a softphone in a VMware Horizon 7 environment for over a year. However, we are still ShoreTel 14.2. We use the convertible version of the Plantronics Savi (still has USB dongle) Couple of key configurations we found that were required to make it work correctly:

      1) The Savi must show as the default sound device for both recording and playback on the Client endpoint. It must be default for ALL, not just Communications device.
      2) Do NOT use USB passthrough. The lag in the calls is massive. By making it the default audio device on the Client endpoint, it is not needed.
      3) Use PCoIP. Even on Horizon 7.1, the VM's BLAST protocol makes audio lag (1-2 second delay, very noticeable and distracting)
      4) On the VDI image (agent) make sure to set the Communicator > Options > Softphone playback and record selections to VMware Virtual Audio Device, NOT Windows preferred)

      I don't know how Connect changes the Softphone itself, but you seem to have the same issues we did when we first deploying. The looks like your problem is with the Softphone in the VDI not recognizing the SAVI at the endpoint as an audio device. The above steps should still help.

      -Bob Scott

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      • #4
        Originally posted by augie View Post
        I would absolutely install the hub software. You can also download the TAPI driver from the HQ server at this URL: http://<server name or IP>/shorewareresources/shoreteltelephonyinterface/

        I'm not familiar with VMware View, but I can tell you if you RDP into a workstation and try to use a USB softphone device, it will never show up. I have a lab here at home, and have one VMware guest that has a USB headset passed-through to it, but the only way I can ever select it through the client is if I console into the guest, and not remote in via RDP. I think it has something to do with the audio redirection, but I've never been able to get it to work.

        Can you get ANY USB headset to work?
        Do you know if the TAPI driver is available on Connect Cloud based systems? Our admin advised that we do not have an HQ server...not sure how that's possible

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