Answer call button doesn't work on Poly Voyager 4310 UC headset

[Tijs-VehGro]

We have just bought a headset destined to be used as a headset for webphone communication.

After connecting the headset to the pc, installing Poly Lens, updating all the drivers and software on headset, poly base and bluetooth adapter we started using it. Sound quality and confort are great, but there is one thing I can't seem to get working and that is the answer call buttons on the headset to work.
What is does now is:

1. I can press the button once. It makes a sound, but doesn't answer the incoming call.
2. I can press it twice and it makes another sound which I think is muting my mic
3. I can press it three times and it rejects the incoming call.

I have browsed through this community and found other threads about this same issue from last year. Someone described how to use the poly lens programme to setup the button on your earpiece through the buttons menu.
The last reply from the user with the problem, was that he doesn't see the buttons option in Poly Lens.

Well, neither do I....

Does someone know how to explain where I can set my headset earpiece to accept phone calls by tapping the answer calls button?

[Meghana_10]

Hello, @Tijs-VehGro, and welcome to the HP Poly community.

I am sorry to hear that you are facing issues with the Poly Voyager 4310

Could you please try using the headset with any other soft phone so that we can check if you are able to pick up calls or not?

Regards,
Meghana

[Claudineh]

Hello, We have the same problem described.  I have tested with Teams application and the call buttom it's working,  but the call buttom does not work with our webphone wich is Webex by Cisco.  Thank you.

[Meghana_10]

Thank you for the update.
Could you please try with any other soft phone application, as it works with Teams? Also, could you please try with Zoom or any other soft phone so that we can assist you better?
Also, please try the application on any other PC, connect the headset, and check if the issue persists.

Regards,
Meghana

[Claudineh]

Hello,

I tried the application on any other PC, connect the headset, and check if the issue persists. I have the same problem, I can't respond by tping on the call button.  I don't have access to any other application softphone.  

Could you explain to me how I can change the mode between Teams and standard application.

Thank you

[Tijs-VehGro]

Hello all,

good to hear that I am not the only one with this issue.

In the mean time we did some more tests.
We connected the headset to a deskphone and to a mobile phone and in both instances the call button worked immediately without any tweaking and flawlessly. We then had an external advisor test the headset on other softphone software and they could also not get the button to work. This leads me to believe the headset is incompatible with at least 2 but maybe many more softphone systems.

I'm sorry to say that we decided to return the product to the seller.
We're looking for another product.