Troubleshooting for Telephone Headset Users

Posted by Alan 09/02/2018 0 Comment(s)

All technology comes with problems, it's what keeps IT support in business!  While it's true that many technological problems are best solved by the experts, there are some simple fixes that can be done by anyone, after all, we all know to restart a computer to see if that fixes a small problem before calling for back up.  Telephone headsets are no different, and for people who use them every day it can be a great time saver if they know how to rectify common issues themselves, rather than waiting for expert help and losing productivity in the meantime.

One common issue on binaural headsets is only getting audio through one ear.  The first thing to check are the connections between the headset and the phone or computer.  A loose jack or QD connection could be the cause of the fault.  If all the connections are sound then test another, fully working headset in the same device.  If the problem persists with a different headset, then it is likely that the problem is with the audio device.  It is also worth testing the potentially faulty headset with another audio device, to double check that there really is a fault with the headset.

Getting no audio at all can be down to the same connection faults, so it is a good idea to rule these issues out using the same steps as above.  It is also a good idea to check that the headset is plugged in to the correct port, as some computers have multiple ports of the same connection type for different external devices.  Check that the headset does not have a built in mute button that has accidentally been pressed, and also check that the equipment is powered up.  Some wireless models need charging up or new batteries in order to work.

Telephone headsets which connect to a desk phone do not always register immediately, as some desk phones need to be manually switched to headset mode.  If your headset does not seem to be working with your phone and all the connections are sound this may be the reason.  Telephone headsets that connect to a computer normally come with software which establishes the connection.  If your headset does not work with a new computer, you may need to install the software, or need an update if your previously sound set-up worked the day before.

Wireless connection problems may be resolved by first checking that your headset and device are both set to the same pairing mode – bluetooth connections require both devices to be set to bluetooth.  Weak connections may be caused by the position of the base station in relation to the wireless headset, and metallic items nearby can also interfere with the connection stability.  It is a good idea not to place the base station on a metal table and to site the device away from filing cabinets, server racks and other big metal objects.

An echo in the earpiece is one of the most disconcerting things to happen during a telephone call – hearing your own voice or that of the person you are talking to, repeating everything a second late can throw even the most focused agent off track.  This is caused by the interplay between three volume settings – the phone, the microphone and the earpiece speaker.  Firstly, adjust the phone volume to halfway on the desk phone itself.  If this does not resolve the issue then adjust the microphone problem, turning the volume down until the echo disappears.  If this does not work, or the person you are speaking to cannot hear you, then return the microphone volume to a normal level.  If the issue persists, adjust the speaker volume on your earpiece. 

These troubleshooting tips are designed to help headset users fix common problems 

Leave a Comment