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New Contributor

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7 Messages

Thu, Oct 15, 2020 5:00 PM

New Voiceedge Desktop App and Ringing

Using the new voiceedge Windows App and USB Headset.  The headset will ring when there is a call, however if I have my headset on the charger, I can not hear when a call comes in. 

Is there a way to simultaneously ring a different audio device (PC sound card/speakers) and the headset so I can hear when a call comes through.

Accepted Solution

Official Employee

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258 Messages

1 y ago

No worries! I am not a fan of wearing a headset all day long as well. After further research, I have discovered that you will be able to use a softphone without a headset or while the headset is charging. Headset mode is the default mode for the Comcast Softphone. The Softphone initially selects the most appropriate connected device for the microphone and speaker. You can override the selection and choose a different device, if one is connected. Here is an awesome link to download a PDF quick start guide that will include the steps on how to switch to a different device. How does this sound? https://comca.st/344VQzm

Official Employee

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263 Messages

1 y ago

Hello, how are you? I am always excited when the weekend is near. I hope your Thursday is going well! Do you have the Voice Edge app on any other devices? If yes, how is working on other devices? There is a chance you are experiencing the issue based on how your equipment works but we will always make sure we do all we can. Are you able to send a private message so I can take the right steps to help? We may need to collaborate with our advanced repair team to look into the app. If you could include your name exactly as it appears on your account, your full-service address, and your account number (or phone number) this would be great. 

 

Visitor

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4 Messages

1 y ago

I have the exact same question.

 

I would like my VoiceEdge app to ring in my PC speakers, but have the conversation with my headset. There does not seem a way to do that.

New Contributor

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7 Messages

1 y ago

This doesn't really help. I don't want to also use my cell phone, when all that is needed is for the ringtone to play through the computer speakers, which can be heard.
Skype, teams, and other voip soft phones I have used feature ability to play the ringtone through the headset AND play through the speakers for this very reason.

Official Employee

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258 Messages

1 y ago

Thank you for reaching out to Comcast and for that great question! I appreciate you greatly for your patience. I can certainly understand the importance of not wanting to miss any calls while the headset is charging. One option I would like to recommend is our Be Anywhere feature, which allows you to make and receive calls from any phone or mobile device at any location with only one phone number. Add devices and enable the Be Anywhere feature to use them as extensions of your primary number. For more details on how to access the Be Anywhere settings, please visit the following link. Please let me know if this helps. https://comca.st/3o5Ou6H

Visitor

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4 Messages

1 y ago

OK, I don't think you guys are getting it.

 

On the old Comcast softphone, under the settings we had the choice to:

 

Ring - on speakers or headset

Call - on speakers or headset

Microphone - Built in or headset

 

With the VoiceEdge App, under the settings we only have "Audio":

 

The Choices are either "Microphone" or "Speaker"

 

If you choose "PC speaker" the ring AND call goes to external speakers.

 

If you pick "Headset", the phone rings AND answers on the headset.

 

I want the incoming call to ring on PC speakers, and have the call picked up in my headset.

 

Not having this option is certainly not an innovation or very user friendly

 

Visitor

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4 Messages

1 y ago

Exact, very basic function, but it seems to lack.

 

Not all of us wear our headset all day long, and not all of us want the whole office to hear customers out loud...

Official Employee

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258 Messages

1 y ago

Thank you for providing these details. From what I understand, it seems that the only options at this time are having both the calls and the audio either going to the PC speaker or the Headset and not separating the two between the devices. At Comcast, we strive for technological innovation as one of the most fastest and largest cable service providers in the world! I will certainly pass along your feedback so we can continue in making your experience our number one product. What I would like to do from here is look further into this issue and work with our Advance Repair team to also check on if we can get the incoming calls to ring on the PC speakers while having the ability for the call to be picked up on the headset. To get started, please send us a private message by clicking on my handle (Comcast_Gabe) and sending me a private message with your first/last name, address, and account number or a phone number linked to the account. This can easily be accessed by logging into our business website through this link https://comca.st/2Suk942. You will find your account number listed on the my account tab once you get logged in. Our aim will always be to provide you with digital options that make managing your account simple and easy!

New Member

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1 Message

10 m ago

We have this issue as well as others.  The old softphone gave the option for headset mode and desktop mode.  Thee new one does not.  I have several users complaining about the phone will not stop ringing even after the call is picked up.  As well as it will often ring their deskphone but not the softphone. 

New Contributor

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2 Messages

10 m ago

We have the same issue with the ringing after they have already hung up the call..

Visitor

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3 Messages

10 m ago

We also have the issue with the ringing that continues after answering....

Visitor

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4 Messages

10 m ago

Same here, it's been especially bad today, phone keeps ringing after answering, but ringtone plays on main speaker still

New Contributor

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1 Message

3 m ago

Please bring back Soft Phone it was so much better!  I also have the issue of needing it to ring on the PC but to be able to answer on the headset.  The issue of the phone continuing to ring even after answering is still happening.  I can answer the call and hear the caller, but the ringing continues and I have no functions in the app to be able to transfer.

Official Employee

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23 Messages

Hello DeeW. Thanks for commenting on another user's thread in our Forum. If you'd like official employee assistance with your account, please create your own, new post submission and we will reach out to support you with further instructions. Thank you. 

Visitor

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1 Message

We all have the same issue....  needing incoming calls to ring through the computer speaker or something we can hear when we are not wearing the headset.  It's the same issue for everyone, do you need for every person to separately complain about the same thing and restate the same case?