The Most Common Headset Problems and How to Fix Them

There are few things more frustrating for a call centre worker or communications departments than a faulty headset. Dropped calls, fuzzy lines and unresponsive controls can make answering customer queries and finalising important deals incredibly hard, causing great distress in the office.

Julie Santos · 5th January 2017

Fix Common Telephone Headset Problems

The wait for the IT guys to venture down to your department to complete (what is usually) an incredibly quick and simple fix can seem like forever – especially with no headset to answer incoming calls. So, we thought we’d try and help you cut out the middleman and provide fixes to some of the most common headset problems faced by communications professionals the world over.

Here are the most common headset problems and how to fix them.

Audio Working in One Ear Only

One of the easier fixes. If you’re only receiving audio through one ear of the headset, make sure the cord is fully plugged into the audio device. If the headset jack is only pushed in halfway, you may receive audio through just one ear.

If the audio is still only working in one ear, check the headset in a different audio device. This can help you determine whether the headset or the audio device is at fault – and continue on the road to resolution.

It may also be worth testing alternate headsets in the audio device to help you arrive at the correct conclusion.

No Audio At All

If your headset is plugged into a computer with multiple ports, it may be in the incorrect port. Many modern computers colour code their audio input and output ports, helping you identify which port your headset should be plugged into. Although we’d recommend consulting the user manual for your model of computer – this is the most common colour coding for audio ports:

Grey – Side Speaker

Black – Rear Speaker

Orange – Centre Speaker

Pink – Microphones

Green – Headphones

Blue – Audio Input (e.g. DVD Players)

Another consideration is whether the headset is receiving power. For battery-powered headsets, ensure that the device is fitted with fully-charged batteries. Alternatively, ensure rechargeable units are connected to the relevant power source.

Like the above point, if switching the port or checking the charge status does not resolve the audio issues, it is worth testing the headset with other audio devices and vice versa.

Computer Not Picking Up Headset

If the computer is not recognising the headset, make sure that you have downloaded and installed the correct software. The software will be available on a disk which arrived with the headset, or from the manufacturer’s website. If you have previously installed the software, and the computer is still not picking up the headset, it may be due an update – although most manufacturers will alert you to a necessary update.

An Echo on Either Side of the Call

If you or the person you are talking to can hear an echo during the headset conversation, this is due to one of three volume setups. To troubleshoot the offending volume setup, firstly adjust the volume of the phone to halfway.

If this does not solve the issue, check the volume of your headset. On most headsets, this can be completed using a wheel close to the base of the product or through the computer to which it is connected.

If the issue is still not resolved, adjust the speaker volume in the base unit of the headset. One of these three volume setups should solve the issue and help you get the telecoms device back in action.

Can’t Connect to Smartphone or Tablet Device

If you are using a wireless or Bluetooth®-enabled headset and can’t seem to pair the two technologies, your headset may be set to the wrong configuration setting. If your headset has a setting dial or switch labelled A/B/C or similar, try and switch through the different settings until you find one which will allow you to pair with the smartphone or tablet.

Weak Wireless Connection

If you are using a wireless-connected headset and find that your connection and audio reception is weak, it may be an issue with the placement of the wireless receiver. Ensure that your wireless device is within 30ft of the wireless receiver to provide the best chance of a strong connection. The closer to the receiver your device is placed, the stronger the connection.

Furthermore, ensure the wireless receiver is not placed on a metallic surface as this can interfere with the connection. Try to always keep the receiver on a non-metallic surface.

Randomly Dropping Wireless Connections

The wireless connectivity of your headset may suffer interference from a large number of different objects in and around the office. If your wireless headset suffers from disrupted connectivity, seemingly at random, check the surrounding area for potential interferences. Desktop fans, fluorescent lights and large metal objects could all affect the performance of a wireless device.

Additionally, it is worth ensuring that the surrounding area is not full of competing wireless devices – such as cordless phones or even remote-controlled cars.

Whether you need help with your existing headset or need a brand new model, the go2 telecom team can help. To chat with our team, call us today on 01925 768 250, or to view our full range of telecoms products, head over to our homepage

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