Simplifying Wireless Headset Management - Policy Controls with RTX Cloud Services

The Situation: Challenges with manual management

Previously, the company’s IT team had to manually adjust settings for each headset to match the user's needs, whether they were working in a bustling call center, from home, or in a quiet office environment. For example:

• Call center agents needed their transmit power lowered to reduce interference in their dense work environment.
• Remote workers required higher transmit power for better range and audio quality for video conferences.
• Office workers preferred noise-canceling features and specific audio codecs to enhance call quality in shared workspaces.

Every time a new employee joined or a headset was replaced, IT had to ensure the device had the latest firmware version and the correct settings, leading to delays and inconsistencies. Misconfigurations were common, increasing support tickets.

Solution: Grouping Users for Policy-Driven Headset Management

To address these challenges, the IT department implemented Policy Controls using RTX Cloud Service. The platform allowed them to group users based on their roles and environments, applying shared settings to all headsets within each group.

• Call Center Group: Transmit power was set to low, minimizing interference, and the audio codec was configured to maximize battery life for agents managing high call volumes.
• Remote Worker Group: Headsets in this group were configured with high transmit power to ensure strong connectivity and enhanced audio settings for video calls.
• Office Worker Group: Headsets were set to medium transmit power with noise-canceling features activated and volume controls optimized for shared spaces.

Use Case Example: Simplified Onboarding with Automatic Firmware Updates

The IT department’s ability to group users didn’t just streamline existing configurations — it transformed the process of onboarding new headsets. Previously, whenever a new employee received a headset, IT had to manually configure each device to match their specific environment. Now, with policy controls, when a new headset is assigned to an employee it enables:

1. Automatic Firmware Updates: As soon as the headset is added to the system, it is automatically upgraded to the latest firmware version. There’s no need for IT to check or manually install updates, ensuring that every new headset is secure and up to date.
2. Automatic Settings Application: The system detects the employee’s role and immediately applies the correct group settings. The new device is instantly configured with the appropriate transmit power, audio codec, and noise-canceling features based on the employee’s group.

For instance, a new call center agent receives a headset, and as soon as they connect it to the network, the policy system updates the firmware and applies all the pre-configured settings for the call center group. This ensures that the new hire can start work immediately with a fully optimized device, reducing onboarding time and eliminating any potential issues that could arise from misconfigurations.

The Impact: Streamlined Operations and Reduced Support Tickets

The implementation of these policy controls led to significant improvements for the organization:

• Faster Onboarding: New headsets were deployed within minutes, as they automatically updated and applied the correct settings, allowing employees to start working immediately without any delays.
• Consistent User Experience: Every employee had a consistent headset experience tailored to their specific role, whether in a call center, remote, or in the office.
• Reduced IT Burden: The number of support tickets related to headset issues dropped drastically. Misconfigurations were minimized, and IT no longer had to manually update or configure individual devices.
• Enhanced Security and Compliance: Automatic firmware updates ensured that every headset was up to date with the latest security patches, reducing vulnerabilities and ensuring compliance with industry regulations.