Headset Information
Why wear a headset?
Why are there so many different types of headsets, amplifiers and cable configurations?
Apart from the obvious reason of catering for personal preferences, there are also some technical reasons for the many different products:
Configuration:
Headset cables have four wires – two for the microphone (transmit) and two for the speaker (receive). These wires have to be in the correct places on the connector that plugs into the phone, otherwise the headset cannot work. The figure on the left shows the most common placement for these wires on a RJ-9 connector i.e. Transmit (red) on pins 1&4 and Receive (blue) on pins 2&3. Unfortunately, there is no set standard so not everyone wires their telephones in this way. That is why we have extensive compatibility charts.
Amplification:
Some telephones cannot boost the transmit (speech) level of the headset enough for callers to be able to hear the headset user clearly. In these instances an amplifier or a headset with a high-gain microphone has to be used.
Speech Circuits
Telephones also have different types of speech circuits. Most telephone instruments nowadays use an Electret microphone. A few use carbon type microphones and some of the older instruments use a dynamic type microphone.
It is vitally important that the headset’s microphone type is compatible with the telephone’s speech circuit otherwise callers won’t be able to hear the headset user.
The majority of today’s headsets use an Electret microphone, so they’ll work on most modern instruments. Some amplifiers, for example the VXI Everon, allow one to match a headset’s Electret microphone to a carbon-type instrument.
Please remember, it always pays to ask people to specify which telephone instruments they are using before you quote.
Headset warranties, servicing and care
Warranties
Headsets can sometimes become the target of abuse. Help desk agents frequently vent their frustration on their headsets. For this reason, headset manufacturers are reluctant to warranty those parts of a headset that are likely to be damaged by harsh treatment. Most headset manufacturers warranty their products for a minimum of 12 months. Some manufacturers have longer warranty periods i.e. two or even three years. However, although this sounds impressive, these warranties generally exclude everything except the internal electronic components (which seldom fail anyway).
VXI is the one exception to this. Their products carry an unlimited 2-year warranty. Every type of failure is covered – even if it’s caused by “user abuse”.
Servicing
We recommend that all consumables (voice tubes, batteries, mic windscreen kits, ear cushions and ear tips) are replaced on a six-monthly basis or whenever they begin to show signs of wear and tear.
Headsets are often sent in for faults that could easily be remedied by the users. The four most common headset faults (when there is no obvious sign of damage) are flat batteries in amplifier, blocked voice tubes, missing parts (ear tips, voice tubes etc.) and altered switch settings on the amplifier or telephone.
The above problems can often be rectified telephonically. Ask the customer if they’ve checked the batteries or whether they have tried removing the voice tube to see if their transmission becomes clearer. Run through the switch settings with them to see if they’ve inadvertently changed something.
Headset Care:
Some do’s and don’ts for headset care:
- Always treat your headset with care. Although fairly robust, it is not designed to handle hard knocks or abuse.
- Clean your headset regularly with a soft, damp cloth only. Do not use any detergents or solvents. They may damage the plastics
- Ear cushions, voice tubes and other consumables should be changed at 6-monthly intervals or whenever they show signs of wear & tear.
- If your amplifier uses batteries, check these regularly and when replacing them, use only the alkaline type.
- Do not bend, twist or stretch any of the headset cords un-necessarily. This shortens their life span considerably.
- Never wrap the cables around the headset or amplifier
- Never attempt to repair or service the headset yourself. This type of work should only be performed by qualified technicians. Any un-authorised repair attempt or tampering may invalidate your warranty.
