EPOS

The prerequisites for using EPOS headset controls, such as answer, hang up and mute, in Communication Panel

The headsets are typically available in two variants: UC (Unified Communications) and Microsoft Teams Certified. To avoid problems, we recommend the UC model with Sinch Contact Pro. The Microsoft Teams variant works well in most cases but may behave unexpectedly in some situations.

If you purchase a Bluetooth headset, always use the dongle included with it. This is the manufacturer’s recommendation.

The core differences

  • Microsoft Teams:

    • Plug-and-Play: It's designed to work perfectly with Teams right out of the box, with no extra configuration needed.

    • Dedicated Teams button: Most Teams-certified headsets feature a button with the Teams logo that allows you to quickly open the app, join meetings, or check notifications.

    • LED indicators: Often, the USB dongle or the headset itself will have lights that sync with your Teams status (for example, indicating a missed call or message).

  • UC (Unified Communications):

    • Broad compatibility: This is the standard variant, designed to work reliably with a wide array of softphone platforms like Zoom, RingCentral, Cisco Jabber, Avaya, and many others, in addition to Teams.

    • Best for multi-platform use: If you use several different communication applications, the UC is generally the safer and recommended choice to avoid potential conflicts where a Teams-certified device might try to prioritize Teams over another app.

Prerequisites

To use these headsets for call handling:

  • Use Google Chrome, Firefox or Opera browser with Windows or Mac operating system.

  • Install EPOS Connect software on the workstation.

  • Define Contact Center as the default softphone in EPOS Connect.

  • Choose EPOS | Sennheiser as the audio device in Communication Panel > User Menu > Settings > Audio Settings > Brands.

    Make sure the other prerequisites have been completed before selecting the brand in Communication Panel. If the listed prerequisites haven't been completed, you should select the option Other Brand. Otherwise the integration may not work as expected.

Supported Devices

Headsets are tested with the firmware version mentioned in the table. Use this version or later. Check the version and upgrade it via the EPOS Connect software.

ModelFirmware

SC 1x5

44.05.18.18

SC 160

44.05.18.30

SC 635

15.08.89.89

SC 660

15.08.89.89

SC 665

15.08.89.89

SP30

4.5.36

DW Pro1

169

EPOS Connect

The EPOS Connect software enables you to keep your audio device up to date and informs you when the integration is correctly set up. After you have installed prerequisites, set EPOS as audio brand in Communication Panel and select SAP CCTR as the default softphone is EPOS Connect.