3CX Windows App and Poly Headset Support

[EmpireNick]

Good Afternoon

I'm trying to help a customer who has switched from an on prem PBX system to 3CX. The user in their dispatch call centre will be using the Voyager 4310 UC via direct Bluetooth and not the included dongle. 

With the 3CX Windows App (v20.0.664.0) and the headset paired they can indeed use the headset for calls, however they cannot answer/end calls. When selecting a headset in settings nothing comes up. 

My question is, do they need to use the USB-C adapter in order for it to work, as well do they need the Poly Hub app or the Ploy Lens (which is missing third party API's) installed for it all to work seamlessly? 

Any help would be appreciated. 

I personally am using a Yealink Headset and it works perfectly (integration) when using the USB base, however when Bluetooth paired the integration features do not work. I've reached out to 3CX and they have directed me here as Poly provides the drivers and API's for integration to 3CX. 

Thank you.

[M_Salman]

Hi @EmpireNick Welcome to Poly HP Support Community.  

I’m sorry to hear about the issue you're experiencing with the Voyager 4310 UC headset. I completely understand how crucial it is to have your headset functioning perfectly. To assist you in resolving this, I recommend following these troubleshooting steps and testing the headset:
 

1. Please verify and update the headset firmware using the Poly Lens application on your PC.
2. Ensure that the headset is connected directly to your PC via the USB adapter, bypassing any docking station.
3. Make sure the headset is set as the default audio device both on your PC and in your softphone settings.
4. Perform a reset of the headset using the Poly Lens application on your PC.

If the issue persists after these steps, I would recommend reaching out to HP Support. Our support engineers will be happy to assist further. You can contact them by clicking on the following link.

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman

[EmpireNick]

Hello Salman

I think you've missed some crucial information in my post. 

What I'm looking for is confirmation of support for headsets with the 3CX Windows App (V20). Do I need to use the dongle in order for full functionality to work. 

The link you've provided just takes me to the support page so I don't know how I'm supposed to reach an engineer that way. 

Thank you

[M_Salman]

Thank you for your response @EmpireNick 
 

The Voyager 4310 UC is fully compatible with 3CX, and Poly recommends connecting the headset using the USB adapter (A or C) for optimal performance and full functionality. This will ensure the best possible experience with your headset.
 

If the issue persists after these steps, I would recommend reaching out to HP Support. Our support engineers will be happy to assist further. You can contact them by clicking on the following link.

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman