Notes:
- If you have call center agents using USB headsets, please email info@btpi.com to learn about a unique (one part) side-by-side listening solution to be used with the USB headsets.
- If you are currently using DA70/DA80 adapters, please email info@btpi.com to learn about the newly improved DA adapters.
USB headsets are becoming more common in the workplace as companies adopt Unified Communications for greater efficiency in communication. This has prompted the question about training, how can you double jack for training so one person can listen in and hear both sides of the conversation? In short, the answer is there is not a Y-training adapter cable compatible with USB corded headsets, like there is for standard corded headsets that have a quick disconnect (QD).
Why Double-Jacking with USB Headsets Is not Possible
Computers can only talk to one processor at a time. There is a processor located in the USB headset cable where the answer/end and mute buttons are. If two USB headsets are plugged into two USB ports in a PC neither will work. Only one USB audio device at a time will work, whether the device is a headset or a speaker.
Side-by-Side Listening with USB Headsets
The headset training solution that allows a second person to sit next to someone and listen in on a softphone call is this: connect a Plantronics USB DA series audio device, such as DA80 for DA90, to the USB port of the PC. Connect a Y-training adapter cable (PL-27019-03) with the tail connected to the DA80, plus two H top headsets (such as PL-HW520) plugged into the Y cable. (H-top headsets have a Plantronics quick disconnect and they do not have a processor.) This configuration splits the sound to 2 agents. When connected up you’ve got a good solid training tool, because there is only one processor for the PC to deal with – the one in the DA80.
Alternate Way to Hear Both Sides of a Softphone Call
Logging into your company server as a supervisor is the alternative. Nowadays you can do this from a smart phone, tablet or PC and you also get the freedom to move around more.
Good afternoon,
Our Client Erste Banka conducts training for contact center agents.
The person in training should hear the conversation between the agent and the client. Headphone models currently in use are: Poly Blackwire BW3310 USB-A and Blackwire C3210 USB-A.
Please let me know if there is a Y training adapter for connecting 2 usb headphones, or if you have another solution.
Good morning! While I’d love to give you better news, unfortunately there is no easy way to split USB audio transmit and receive for two headsets. USB connections aren’t meant to be split. However, depending on what softphone or hard phone you’re using, there may be an easier way to conference two callers together than using a physical connector! The available types of conferencing within the phone or softphone are generally the best way to connect two users to a single call, when both are using USB headsets. Hope that helps!
-Headset Help Desk
I have 2 USB headsets with mics. I understand that I can connect them to your “Y” cable and both people can hear the audio. However, will both of the mics work? If not, is there a product that will allow this?
Good afternoon Hoss. The recommendation is two (2) Poly Quick Disconnect Headsets, a Y Training Adapter and a DA Series Audio Processor. Two USB headsets cannot be used.
If I am playing a video, can two people both hear the audio using USB headphones?
Thanks!
Good afternoon Bob, thank you for your inquiry.
If you are using the setup advised in this post, yes, both users will be able to hear the PC audio.
Please let us know if we may be of further assistance.