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  • Mitel Connect Softphone not ready for Jabra Direct Dashboard

    With the new Mitel Connect Softphone I am unable to use call control from the Jabra wireless headset. The Jabra dashboard recognizes shoretel softphone, but it says "Not Ready", hence the call control features do not work. I have multiple Jabra Wireless headsets and each have the USB Base connection to the PC/Laptop. The drivers are all up to date and the Jabra Direct Dashboard is up to date.

    I do not have TAPI Interface installed because I am unable to download it from our HQ server. Our network setup is CLOUD based and pointing to HQ results in no download. Not sure how else to download the TAPI interface. If anyone has the EXE for the TAPI Interface I have read this may fix it but not guaranteed.

    The workaround has been to enable the headset as an audio device which works for audio, however, there's no call control with the headset button AND the headset must be off-hook at all times to play the incoming call notification. This is causing battery life to fail around 6 hours of use and the base sometimes even restarts around 15% battery life, causing dropped calls.

    Any help would be appreciated!

  • #2
    Had same issues with Plantronics headsets. Every Plantronics Headset with a BT300 dongle would not sync up to the Connect Softphone. We purchased BT600 dongles, successfully paired the headsets to the new dongles and then synced to the Connect Softphone. Even though we successfully paired the headset to the new BT600 dongles there was still no headset control. Mitel customer is concerned as there are 40 users on Softphones all having issues. This was an upgrade from 14.2 to Connect.

    So headsets will work but are in an "Always On" state with no headset control using the BT600 dongle. This kills the battery on the connected headsets as stated. TAPI download didn't fix for the site.

    ShoreTel is aware of the issue and will be providing an update in the next software release we were told.

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    • #3
      Originally posted by maxis55 View Post
      Had same issues with Plantronics headsets. Every Plantronics Headset with a BT300 dongle would not sync up to the Connect Softphone. We purchased BT600 dongles, successfully paired the headsets to the new dongles and then synced to the Connect Softphone. Even though we successfully paired the headset to the new BT600 dongles there was still no headset control. Mitel customer is concerned as there are 40 users on Softphones all having issues. This was an upgrade from 14.2 to Connect.

      So headsets will work but are in an "Always On" state with no headset control using the BT600 dongle. This kills the battery on the connected headsets as stated. TAPI download didn't fix for the site.

      ShoreTel is aware of the issue and will be providing an update in the next software release we were told.
      on the positive, glad to know i don't have to invest in plantronics hardware to correct the problem. Also, thank you for advising that Shoretel(Mitel) is aware and its working on a fix. I guess i will wait for the next build. Jabra has advised that its the Connect Client that needs fixing. The jabra dashboard already has all the proper code to control the softphone

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      • #4
        Originally posted by maxis55 View Post
        Had same issues with Plantronics headsets. Every Plantronics Headset with a BT300 dongle would not sync up to the Connect Softphone. We purchased BT600 dongles, successfully paired the headsets to the new dongles and then synced to the Connect Softphone. Even though we successfully paired the headset to the new BT600 dongles there was still no headset control. Mitel customer is concerned as there are 40 users on Softphones all having issues. This was an upgrade from 14.2 to Connect.

        So headsets will work but are in an "Always On" state with no headset control using the BT600 dongle. This kills the battery on the connected headsets as stated. TAPI download didn't fix for the site.

        ShoreTel is aware of the issue and will be providing an update in the next software release we were told.
        Well, I have been waiting for the software update and I received new Build Update today 2/7/2018 for Mitel Connect - now Build 213.100.2958.0 - looks like many graphic updates but NO update to the softphone presence in windows as a telephone device. Jabra still does not recognize the device and says "Not Ready" for Shoretel. Unable to perform remote call control with the headset buttons.

        This is now the third iteration of the Connect Client with three different color theme and graphic changes but no changes to the softphone functionality. Disappointing.

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        • #5
          Originally posted by jogdenleo View Post

          Well, I have been waiting for the software update and I received new Build Update today 2/7/2018 for Mitel Connect - now Build 213.100.2958.0 - looks like many graphic updates but NO update to the softphone presence in windows as a telephone device. Jabra still does not recognize the device and says "Not Ready" for Shoretel. Unable to perform remote call control with the headset buttons.

          This is now the third iteration of the Connect Client with three different color theme and graphic changes but no changes to the softphone functionality. Disappointing.

          This has been an issue with us. We are slowly rolling this out to all of our locations and I can not use my Jabra headset with the soft clients. My jabra headset worked perfectly for skypeforbusiness, but I get no outbound audio when using the soft client. I was unable to find a work around for this. I purchased two Bluetooth Headsets for testing ( HP Pavilion 600 and Sennheiser 4.50). The HP headset works with Mitel Connect but i'm unable to pair two devices at the same time ( so it won't work for my cellphone). The Sennheiser (which is the nicer headset) 4.50 allows me to pair two devices but will not work with the mitel connect. This seems to be an issue with the softclient and we really need a resolution.

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          • #6
            I'm testing a Sennheiser Dect, and I'm still having issues.

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            • #7
              The solution at the bottom of this thread worked for me and my Jabra Pro and Sennheiser DECT headsets. It recommends going to playback devices --> Advanced --> choosing Tape Quality

              https://www.shoretelforums.com/forum...-dect-headsets

              Comment


              • #8
                We are running into similar problems found on this thread and the Dect-headsets thread. (https://www.shoretelforums.com/forum...-dect-headsets)
                I have two different Jabra models coming in today to see if this issue is with the off brand model of USB headsets we are currently using. These headsets work just fine for literally every other application than ShoreTel Connect. current build Build 213.100.2558.0. The ancient Cisco UCCX 8.5x CAD didnt have this problem with these headsets. However dropping the recording/playback quality at the end point is something we hadnt considedered. We did do it from the HQ director. dropped it to PCM/8000. It made no major difference except that we saw the dashboard report fewer low quality calls. Im trying the telephone quality (8000 bit rate) on the agent workstation that is having the most occurrences of this problem. I will add that I have one user using exclusively older headset GN-2100 with 3.5mm jack instead of usb for mic and audio. She is having perfect days because the sound card isnt offloading the data stream back through the motherboard to the USB. Even though that shouldnt matter, but for Connect it seems to. But I already bought all these usb headsets.
                requesting build upgrade schedule from reseller.

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