The Acumen IT Support blog provides you with helpful articles about various phone systems.

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HOWTO: Enable Call Control for Sennheiser headset


We have had trouble getting the Sennheiser OfficeRunner to do Call Control for 3CX from the headset.

Call Control for 3CX

Call Control for 3CX Setup

  • 3CX version 12, 14, 15
  • Yealink T46G with EHS36
  • Sennheiser OfficeRunner (DW)
  • 3CXPhone

We tried the very complicated updates to the T46G and EHS36 without success.

The following procedure allows answering the phone with the headset button with EITHER the T46G/EHS36 OR 3CXPhone(using the OfficeRunner directly without a phone – the OfficeRunner is the microphone and speakers).

To make this work:

  1. Go to
  2. Download the latest Headsetup – 6.0.1902+
  3. Download the latest 3CX plugin – 1.1.2206+
  4. In Headsetup, select the 3CX softphone.

For consulting assistance see our 3CX Consulting page.

HOWTO: Upgrade firmware on Sennheiser OfficeRunner

Sennheiser OfficeRunner Sennheiser OfficeRunner Official Website photo



It can sometimes be difficult to figure out how to update your firmware when working with a Sennheiser OfficeRunner headset but it’s really quite simple once you know the steps.

  1. Plugin the headset base to your computer using a USB cable
  2. Download and install the Sennheiser HeadSetup software.
  3. Right-click the new HeadSetup tray icon and select Open
  4. Click the Updates tab
  5. Click the Check for update button.

That’s it!

For more information about how Acumen can help you find more solutions like this one, visit our About Us page.



3CX Partner

How to upgrade the firmware on a Sennheiser OfficeRunner

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There is no information on the internet on how to upgrade the firmware on a Sennheiser OfficeRunner. All available information is on the DW series, which does not apply to the OfficeRunner.

You can upgrade the firmware using the Sennheiser HeadSetup software that is normally used to connect the OfficeRunner to a softphone such as the 3CX IP PBX softphone.


  1. Download and install the Sennheiser HeadSetup software.
  2. Right-click the new HeadSetup tray icon and select Open.
  3. Click the Updates tab.
  4. Click the Check for update button.
  5. This process will also validate your current firmware version.

See our Phone System Services Page for more information about ways we can help you!

SOLVED: UC5xx Voicemail / CUE inaccessible

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UC5xx Voicemail

UC5xx Voicemail Problem:

UC500, UC520, UC540, UC560 Voicemail / CUE non functional and inaccessible. Service Module is trying to recover from reset/shutdown, error, failed.

After researching, this seems to be a more common problem than I had first thought. After a lot of reading, and a lot of experimentation, I’ve finally gotten UC5xx voicemail functional again. When it is not operating, the VM light will be off on the front of the UC5xx unit and when you dial voicemail, you will not reach anything. The order of these steps are very important.

UC5xx Voicemail Solution:

I started with:
UC520#service-module integrated-Service-Engine 0/0 status
and got variations of
Service Module is Cisco Integrated-Service-Engine0/0
Service Module supports session via TTY line 2
Service Module is trying to recover from reset/shutdown (could also be trying to recover from error or failed)
Service Module status is not available

I reloaded the UC many times and tried shutting down and/or resetting the service module with no luck.
UC520#service-module integrated-Service-Engine 0/0 shutdown
UC520#service-module integrated-Service-Engine 0/0 reset

After playing with it for hours and hours I finally have a comprehensive\all inclusive guide to fixing the module. It turns out Cisco recommends shutting down the Service module before pulling the power plug on the UC5xx unit. I, like many others, never did this. Thus, once plugged back in, my CUE Service Module didn’t restart. Here are the steps to remedy this issue:

#*#*# NOTE #*#*# If you see Service Module is Failed at any point in time, there is a good chance the module will be unrecoverable.

Check the Service module config

UC520#show int integrated-Service-Engine 0/0

Integrated-Service-Engine0/0 is up, line protocol is down *One or both of these will be down*
Hardware is PQII_PRO_UEC, address is 001b.8fab.dec1 (bia 001b.8fab.dec1)
Description: cue is initialized with default IMAP group$FW_INSIDE$v Interface is unnumbered. Using address of Loopback0 (
*Note* some UC’s will show “Using address of VLAN 90”

Rather than check VLAN’s, just grab their config (if you have changed it) and delete vlan.dat
UC520#delete flash:vlan.dat

Now, instead of adding VLANs normal way, use the VLAN Databse command.

UC520#vlan database
% Warning: It is recommended to configure VLAN from config mode, as VLAN database mode is being deprecated. Please consult user documentation for configuring VTP/VLAN in config mode.


VLAN database editing buffer manipulation commands:
abort Exit mode without applying the changes
apply Apply current changes and bump revision number
exit Apply changes, bump revision number, and exit mode
no Negate a command or set its defaults
reset Abandon current changes and reread current database
show Show database information
vlan Add, delete, or modify values associated with a single VLAN
vtp Perform VTP administrative functions.

UC520(vlan)#vlan 90

VLAN 90 modified:

UC520(vlan)#vlan 100

VLAN 100 modified:

UC520(vlan)#vlan 1

VLAN 1 modified:


ONLY add VLAN’s not their configs. If you have changed the factory config, reconfigure vlans normally.

UC520#conf t

Enter configuration commands, one per line. End with CNTL/Z.

UC520(config)#int vlan 90


Now reload the the UC560. After about 5-10 minutes. The CUE should come online. If it does not, check your network configs for communication errors.

If your voicemail still has issues (shuts off the module as soon as you try to access it from a phone) etc. etc, then restore the service module to factory defaults.

UC520#service-module integrated-Service-Engine 0/0 session


Trying, 2002 … Open


UC500 Base Config – Default 8.1.0


User Access Verification
se-30-1-1-2# offline

!!!WARNING!!!: If you are going offline to do a backup, it is recommended that you save the current running configuration using the ‘write’ command, prior to going to the offline state.

Putting the system offline will disable management interfaces.

Are you sure you want to go offline?[confirm]
se-30-1-1-2(offline)# restore ?
factory – Erase all configuration and data on the system. Set system to factory default state
id – ID number of the backup
se-30-1-1-2(offline)# restore factory default

!!!WARNING!!!: This operation will cause all configuration and data on the system to be erased. This operation is not reversible.

Do you wish to continue?[confirm]
Restoring the system. Please wait …..done
System will be restored to factory default when it reloads.

Press any key to reload:
System reloading ….
INIT: Sending processes the TER
Rebooting …

shutdown: sending all processes the TERM signal…

trace: INFO trace daemon output END

If your voicemail boot image has become corrupt, you can try to TFTP a new image to it. Just hit the Service module’s bootloader when it is loading. (Console into service module. Network into UC5xx. From Network session reload the Service module. Watch the boot in console session and hit “***” when given the option.

Cisco BootMon Version: 1.0.2
(Feb 27 2007 – 10:38:53) MPC83XX

Bootmon starts
Bootmon: cold reset.
System now booting.
Bootmon: reading primary bootloader image
Bootmon: calling bootloader

Cisco ServiceEngine Bootloader Version: 1.0.3
(Jul 6 2007 – 10:15:37) MPC83XX

Resetting devices ….Done.
mac address for internal ethernet 00:1b:8f:ab:de:de

Please enter ‘***’ to change boot configuration: ***
ServicesEngine Bootloader Version : 1.0.3

ServicesEngine boot-loader: help
? – alias for ‘help’
boot – boot from specified src
config – configure various params
help – print online help
ping – send ICMP ECHO_REQUEST to network host
reboot – Perform RESET of the CPU
show – show config, trace or version
verify – verify software versions
ServicesEngine boot-loader : config
IP Address [] :
Subnet Mask [] :
TFTP Server [] :
Gateway [] :
Default Helper-file [cue-installer.uc500.8.0.6] :
Ethernet Interface [internal] [internal] :
Default Boot [none|helper|disk] [disk] :
Default Bootloader [primary|secondary] [primary] >
Erasing Flash…
. done
Erased 1 sectors
Writing to Flash…
64 KBdone
ServicesEngine boot-loader

Configure the Default Boot and Default Bootloader accordingly.

I hope this solution for UC5xx Voicemail was helpful and alleviates the headache it gave me.

For assistance for your project, please see our Cisco Unified Communications and VoIP Phone pages for more ways we can help you!


Resetting a user’s Cisco UC Voicemail PIN (password)

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Cisco UC Voicemail

A user of a Cisco IP phone has both a PIN and a password. In Cisco Telephony terminology, the password is for accessing CUE (Cisco Unity Express– a web-based configuration program generated on the UC500 device), and the PIN is needed for Cisco UC voicemail access.

If someone has forgotten their PIN, or someone has left the company and another employee needs to check that person’s voicemail, you will have to change that unknown PIN.

Cisco UC Voicemail Solution:

  • To do so, log into the web page for Cisco Unity Express at the default URL of You have to enter the user’s username and password.
  • If you do not know these, they can be discovered within the CCA (Cisco Configuration Assistant software) by going to Configuration > Telephony > Users and Extensions > Users and Phones.
  • There you (as the administrator) can change the user’s password if you don’t know what it is—but you cannot change the PIN there. You need to do that in CUE.
  • In CUE, click on the Configure button, and then choose Users.
  • Click on the User ID in the list that you want to change.
    • Make sure you’re on the Profile Tab for the desired User ID, then enter in the new PIN number once and then again to confirm it.
  • You must log on as that user; if you log on as the UC500 administrator, you will not see the box to reset the user’s PIN!

End users can be allowed to access the CUE. While they can see a limited amount of information about other users, they cannot reset other people’s PINs, only their own. Users can log into CUE, but never CCA.

None of the above actions are disruptive to the phone system operations.

For assistance with your project, please see our Cisco Unified Communications and VOIP Phone System pages for more ways we can help you.

For additional help, visit Cisco’s Support Page by clicking the link below:

Call/Ring back operator from voicemail cisco uc5xx

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Cisco UC5xx

Cisco UC5xx


I was at a client with a Cisco UC560.

The client requested that callers could ring back the operator after being forwarded to an extension and hitting an employee’s voicemail. Typically this action would be done by pressing 0, however, this did not work.

Cisco UC5xx Solution:

It turns out that starting with CCA 3.1, the preferred DTMF method is RFC 2833.

For systems starting from factory default…

CUE will be reconfigured with rtp-nte.

This will be reflected on any dial-peers targeting CUE.  Additionally, existing systems, which update their SIP trunk, will also be updated on both sides.

However, there is a known defect with CCA 3.1 (CSCtr84220). When making any changes from the Voicemail UI.

Unfortunately, this will make CCA reconfigure only the CUE DTMF without updating the dial-peers.

After hitting this issue…

You will need to either update CUE dial-peers from CLI (dtmf-relay rtp-nte) or from CCA.

You can do this by…

Resetting the voicemail and/or auto attendant numbers to get those dial-peers updated.

CCA 3.1.1 is out now!

The new update fixes the bug during initial configuration.

Visit our Network Support site

For additional help, visit Cisco’s Support Page by clicking on the link below: