Intercom muted with headset

[Anders3]

Hi,

I'm an IT tech at a small firm. We are using Zoom phone with Poly CCX 600s. Our CEO used to be able to Intercom his assistant and she would receive a short notification before being able to accept the call. The assistant had a older style headset that would plug into the back of the headset RJ9 port on the Poly phone, but we got a new headset and the Intercom works differently.

The new headset is a Yealink WH64 Wireless Headset. It plugs a micro usb into the phones usb A port and works great except for the intercom function. When the CEO starts an intercom, the assistant's phone will receive no notification and will automatically answer the call. The call is also automatically muted so the assistant is not coming through at all.

Ive tried a Yealink EHS35 micro to rj9 cable and the headset does not detect the desk phone at all, no audio between them even after making sure the phone sends it to the headset.

Any advice or setting I can alter to have at least an auditory notification come through before auto accepting the intercom call.

Thanks in advance!

[sparrow]

Curious question. Are you running the CCX 600 in Zoom Phone Appliance mode or phone only? I haven't used intercom since it was first released. My experience using the Edge E Series was auto answer with full two way audio which does not match what an intercom should do. I'm going to test see what the experience is today.

[Anders3]

Running in Zoom Appliance mode.

[sparrow]

I tested two scenarios. One using a Poly Edge 550 with a Cisco 8861 (Not paging feature compatible). The Cisco 8861's behavior was the same as your previous behavior. It rang and gave visual notification and did not answer until I manually answered the page call. The second was using a Poly CCX 700 in ZP appliance mode with a Poly Edge 500. That test auto answered with full two way audio. I also have a Cisco headset connected to the CCX 700 and the audio automatically came through on it. My experience has always been the same. However, I have not used the RJ9 port on the back of any of my devices. All my headsets are bluetooth or USB A/C.