Frequently Asked Questions
Our FAQs are designed to provide you with the answers you need about JPL quickly and easily.
Compatibility Tool
To ensure that your JPL headset is compatible with your desk phone or softphone, we recommend using our compatibility tool.
JPL Gateway
Our JPL Gateway app has been developed to take your JPL product further. Giving you call control functions, product software changes and software updates.
Headsets for Telecommunications: Common Questions and Answers
What are the benefits I’ll get from wearing a headset?
There are several benefits to using a headset, especially for those who spend a lot of time on phone calls or in virtual meetings. Firstly, headsets can improve audio quality by reducing background noise and providing clearer sound, which can make conversations more productive and less tiring. Secondly, headsets free up your hands, allowing you to take notes, type, or perform other tasks while on a call. This can be particularly useful for multitasking or if you need to reference documents or screens during a call. Additionally, wearing a headset can reduce strain on your neck and shoulders, as you don’t need to hold a phone to your ear or cradle it between your head and shoulder. Finally, headsets can improve privacy, as they typically come with a microphone that is positioned close to your mouth, making it easier for you to speak softly without others overhearing your conversation. Overall, using a headset can improve communication, productivity, and comfort during long calls or virtual meetings. You can also find out how the right headset can improve your sales in JPL’s article. |
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Where can I buy JPL headsets and conference room solutions?At JPL, we distribute our products through authorized distributors and resellers around the world. Our Where to Buy section on the website provides a list of all our authorised resellers. By working with our channel partners, we ensure that customers receive genuine JPL products and have access to our warranty and support services. |
Noise Cancellation
What is noise-cancelling technology?Noise cancellation is a technology used in our headsets that reduces unwanted background noise during phone calls or virtual meetings. There are two types of noise cancellation: active and passive. These can be done using the technology in the microphone and from the design of the headset. The noise cancellation within the microphone will help the call receiver hear you without the distraction of any background noise that may surround you. Noise cancellation within the headphones helps your concentration by reducing surrounding disturbances. In webcams, there is a variation of noise cancellation called automatic noise suppression (ANS) which gives a similar outcome to the microphone in headsets and reduces the background noise for the receiver. You can find out more information in our article “what is noise cancellation?” JPL Telecom headsets are fitted with Surround Shield™ noise-cancelling microphone technology; this results in a dramatic reduction in background noise being transmitted down the telephone line when calls are made from a noisy, busy environment. This not only makes your calls sound more professional but can also cut down on the need to repeat yourself due to your caller not hearing you clearly.
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My headset does not seem to have any noise cancellation, how can I improve this?
The positioning of your headset can have a big impact on its performance. The boom microphone should be positioned in front of your mouth, about 2cm away or two-finger widths, for the best results. This ensures that the microphone is picking up your voice clearly while minimising background noise. If you are using your headset for hybrid working or travelling you may want to consider using a windshield. If you’re experiencing a lot of wind noise or popping sounds when you speak, adding a windshield to your microphone can help reduce these noises. |
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My noise cancellation is not working properly whilst I am on a video call.Some softphones such as Microsoft Teams and Ring Central have noise cancelling as a feature within their app. The reason for this is that the noise-cancelling feature in Microsoft Teams focuses on suppressing ambient noise, whereas headsets are designed to review both the sound from yourself and the background noise and use specific software to remove specific sounds. For instance, if someone is wearing a headset that is suppressing background voices, such as in a call centre, the Microsoft Teams noise cancelling feature may mute all voices in the room, including the user’s own voice. Therefore, it is recommended to test out the noise-cancelling features of your headset and Microsoft Teams together before relying on them during important calls or meetings. You may need to adjust the settings on either the headset or Teams to ensure that they work together seamlessly and provide the desired level of noise cancellation. |
What’s the difference?
What are the different types of headsets available?There are many choices of telephone systems, applications, softphones, adapters, and accessories in the workplace, and understanding the different headsets and connection types can help when choosing the right headset. There are four most common types of connection: Quick Disconnect, USB, DECT and Bluetooth. You can find JPLs full article on the different types of headset connections and how they can benefit you here. |
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What is the difference between a softphone and a desk phone?A softphone is a software-based phone that runs on a computer or mobile device, while a desk phone is a physical hardware phone that sits on a desk or table. Softphones are often less expensive than desk phones as they do not require the purchase of additional hardware. Softphones can be used anywhere as long as you have an internet connection, while desk phones are usually stationary and require a physical connection to a phone line. Softphones may offer more features than desk phones, such as video conferencing, screen sharing, and instant messaging. However, the sound quality of a softphone can depend on the quality of the internet connection, while a desk phone typically provides consistent sound quality. |
How do I take care of my headset to ensure its longevity and performance?
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Does my headset have Acoustic Shock Protection?Since 1991, major manufacturers have incorporated acoustic limiters in the electronics of their headsets to meet the requirements of the Department of Trade and Industry (DTI) specification 85/013. This limiter ensures that any type of noise (such as conversation or short-duration impulses) above 118 dB is not transmitted through the headset. This helps to protect the user’s hearing and prevent acoustic shock, which is a condition that can result from exposure to sudden, high-pitched noises. |
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Why doesn’t my JPL Convey, JPL Spitfire, or Vision Access work when connected?The JPL Convey, JPL Spitfire, and Vision Access include a USB C cable with a built-in USB-A and USB-C adapter. This cable is a one-way directional meaning that the cable will only work if connected correctly. The USB-C only side is to be connected to the JPL device and the adapter side into your laptop, computer or mobile phone.
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What is sidetone?Sidetone is a feature found in call centre headsets that allows you to hear a small amount of your own voice when speaking into the microphone. It ensures you can monitor your own voice quality and adjust any settings such as volume whilst you are on a call. You can find out more about sidetone and how you can turn on or off sidetone in our article. |
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Can a wired desk phone headset be used with a USB connection?Any JPL Telecom Office & Contact Centre headset model with a “Quick Disconnect” can be used to connect to a USB port by utilising a “bottom lead” with a USB connection.
JPL Telecom offers two (2) “bottom leads” with a USB-C connection:
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At JPL we design all our headsets with the future in mind from our 
JPL Telecom offers four (6) “bottom leads” with a USB connection:Troubleshooting Solutions: Quickly Resolve Common Product Questions
JPL Explore
How do I pair the JPL Explore with the base station?The JPL-Explore is supplied pre-paired to the base station straight out of the box. However, if when you are charging your headset and the green telephone light does not activate when the headset is removed from the base station’s cradle, then you will need to re-pair the headset to the base station.
Once the headset is paired, both lights will stop flashing and you will get a notification beep from the headset. Now when the headset is lifted off the cradle the green telephone light should appear. |
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How do I tell if my JPL Explore is charging correctly?We recommend before using the JPL Explore that you allow the headset to fully charge. This will allow the unit to revive after manufacture and transport. Charging the unit can take from 2-3 hours for a full charge and 1-2 hours for a quick recharge and last up to 7 hours of talk time. You can identify when the unit is fully charged as the charge symbol will stop flashing and show as a constant blue icon. If you are starting to feel concerned about the charge time or your talk time is less than an hour after a full charge, please ensure that the charging connections between the headset and base station are clean. If you are still concerned with the unit do not hesitate to contact us directly as we may need to investigate the unit further. |
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How do I get JPL Explore to answer and end calls?The JPL Explore headset is compatible with various desk phones right out of the box. However, to enable call control functions like call answer and end, you’ll need an Electronic Hook Switch (EHS) cord. These cords connect the headset base to the phone electronically, eliminating the need for a mechanical handset lifter. EHS cords are available for a select range of phone systems, and you can check your compatibility here. If you’re using the JPL Explore headset with a USB module, you may need to activate the call control functions within the unit. You can do this using our JPL Gateway app, which can also keep your headset up to date with the latest software. |
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How do I activate auto-answer?If you’ve connected your JPL Explore device through EHS and enabled call control functions, you can activate the auto-answer feature. This means that when the green telephone icon appears and you lift the headset from the base station, the device will automatically answer any incoming calls. However, if you turn this feature off, you’ll need to manually press the call answer/end button located on the side of the headset to answer calls. Here are the steps to activate and deactivate auto answer: Activate Auto Answer
Deactivate Auto Answer
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How do I put my JPL Explore in long or short-range mode?The JPL Explore device can switch between long-range and short-range wireless communication. By default, it operates in long-range mode, but you can change it to short-range mode for better efficiency. Short-range mode allows you to place more units in one location and reduces the chances of signal interference. Here are the steps to switch to short-range mode: Activate Short Range
Activate Long Range
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BT500D
How do I change the language setting on the BT500D?
The BT500D wireless Bluetooth headset has 10 language prompts built into the headset. these include English, French, Spanish, German, Italian, Dutch, Russian, Danish, Swedish, and Norwegian. To select your chosen language, the headset should be disconnected from any Bluetooth device. You can then nudge the volume up/down wheel towards the + or – and the next available language will be heard. Stop nudging the wheel when you hear your chosen language announced. If you have the prior version of the BT500 and your headset has a red ring your headset includes 3 language settings including English, Spanish, and French. To select your chosen language, the headset should be disconnected from any Bluetooth device. You can then double press the large button on the boom side to change your language settings. |
JPL Agora
How do I pair the JPL Agora to the Bluetooth remote control?The JPL Agora’s remote control is pre-paired with the JPL Agora camera, but you may need to re-pair the remote control with the camera in certain situations. If that’s the case, you can clear the Bluetooth settings on the remote control by long-pressing the OK and Page Up buttons simultaneously for up to 5 seconds. This will cause the remote control’s red LED light to start flashing and the blue LED indicator on the JPL Agora camera to start flashing as well. To re-pair the remote control to the Agora camera, you should hold down the Volume Down and Zoom Out buttons simultaneously for up to 5 seconds. This will cause the LED indicator on both the remote control and the JPL Agora camera to stop flashing. We recommend testing the connection after the unit has been paired by pressing the mute button, which should turn the LED indicator on the JPL Agora camera red. You can also view the JPL Agoras full set-up video here: |
Vision Access
How do I set up the Vision Access webcam with Windows Hello?
Setting Facial Recognition to the Camera on your Computer. To log into your Computer with your face. |
PC or Laptop Requirement.BL-11 Training Cords
How do I set up the BL-11+P training lead connections for a wired headset?The BL-11+P training lead for JPL Telecom QD headsets is a “Y” shape cable with three (3) sections: Once the training cable is connected to the phone via an additional bottom lead there are now the “trainer/supervisor” and “trainee/agent’s” sections open and waiting for headsets to be connected. All PLX QD headsets are compatible with these sections. Once all sections are connected you will now be ready to start training. The cable’s “trainer” section features a rocker switch that can mute the microphone. This provides the trainer with the ability to manage who is speaking during the call. When the switch is set to the full circle, the trainer can speak while the trainee is muted. However, if the switch is flipped to the half circle, the trainee can speak while the trainer is muted. The speaker’s audio output remains active throughout the call, allowing both the trainer and trainee to hear what’s being said.
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Warranty Terms & Conditions
All JPL Telecom products are manufactured to the highest of standards and carry a minimum 12-month warranty, with the majority having 2 year or 3-year warranty. Please see our returns policy for information in the unlikely event of a fault or issue with any JPL Telecom product.
Contact Us
If you still have questions or concerns that were not addressed in our FAQs, contact us today via email or live chat and one of our advisors will be able to help you.
Warranty Terms & Conditions
If you believe your product may have a fault you can find out more about JPLs warranty terms and conditions. Or visit our return a product page to get in contact with our returns department.
