Headset

[enalpinVisp]

Hi everyone,
for the past two days, I have no longer been able to answer or end calls by pressing the button on my headset.

Does anyone know how to fix this issue?
Thanks for your help!

[Meghana_10]

Hello @enalpinVisp, Welcome to the HP Poly Support Community. 

Thanks for reaching out about your query regarding the Poly device.

We appreciate the opportunity to assist you and are glad we could help work toward a resolution. We hope our support has been valuable.

To help us get started on resolving your issue, could you please let me know the make and model of the Poly device so that I can assist you further?

Take care and have an amazing day! 

[enalpinVisp]

Thanks, it's Poly BT700

[Meghana_10]

Thank you so much for your response. @enalpinVisp 

We understand that you have a Poly BT700, but that is the Bluetooth adapter. 

However, please check if you have any Voyager Series headset and let us know the model name and number so that we can assist you further.

Have a great day!

[enalpinVisp]

ah o.k., now I understand. It's Voyager Focus 2 

[Meghana_10]

Thank you so much for your response @enalpinVisp 

We understand that the call button on your Poly Voyager Focus 2 UC no longer answers or ends calls, although the headset may still provide audio normally. The Call button is designed to answer an incoming call with one press and end an active call with another press. In supported Microsoft Teams configurations, the same button also provides Teams call control. 

Usage of the Voyager Focus. | HP® Support

Please try the following troubleshooting steps:

1. Check whether the Call button works with another device

Pair the headset directly with a mobile phone and test an incoming call.

• If the Call button works with the phone, the headset button is functioning and the problem is likely related to the computer, BT700 adapter, or calling application.
• If the Call button does not work with either the phone or computer, the issue may be with the headset firmware, configuration, or physical button.

2. Update the headset and USB adapter

Open Poly Studio App and verify that both devices are detected: HP Poly Studio App – Manage Your Devices and Improve Communication with Ease | HP® Official Site

• Poly Voyager Focus 2 UC
• Poly BT700 USB adapter, if supplied

Install any available firmware updates for both devices, then restart the headset and computer.

3. Re-pair the headset with the BT700 adapter

If the headset is connected through a Poly BT700:

1. Disconnect and reconnect the BT700 directly to the computer.
2. Avoid USB hubs, docking stations, or monitor USB ports during testing.
3. Open Poly Studio App and select the BT700.
4. Choose Pair New Device.
5. Put the Voyager Focus 2 UC into pairing mode.
6. Wait for the pairing-successful confirmation, then test the Call button again.

4. Check the calling application settings

In Microsoft Teams, Zoom, Webex, or the affected softphone:

• Select the Voyager Focus 2/BT700 as both the speaker and microphone.
• Close any other softphone applications that might be attempting to control the headset.
• Sign out of the affected application, restart it, and test again.

Call-control functionality can vary by application, and web-based applications may not support all headset controls.
 

5. Restore the headset settings

In Poly Studio App:

1. Select the Voyager Focus 2 UC.
2. Open the device settings.
3. Choose the option to restore the headset settings to their defaults.
4. Power-cycle the headset and test another call.

6. Test native Bluetooth and BT700 separately

1. If currently using the BT700, temporarily pair the headset directly through the computer’s native Bluetooth and test the Call button.
2. If currently using native Bluetooth, test with the BT700 adapter.

This will help determine whether the issue is isolated to the headset, USB adapter, computer Bluetooth stack, or application integration.

7. Check the physical Call button

When pressing the Call button, confirm whether:

• The headset produces a tone.
• The LED changes.
• The calling application reacts but does not complete the action.
• Nothing happens at all.

8. Reset sensors 

There are two ways to reset the headset sensors. 

Choose: 

• With your headset powered on, charge your headset on the charge stand for 10 seconds 

• Power on your headset while pressing the Mute button for more than 4 seconds until the LEDs flash purple 4 times, being careful to not touch the earcup padding or allow it to come in contact with surfaces. 

Disable sensors 

You can disable your headset smart sensors 2 ways: 

• Manage sensors in Poly Studio App 

• Hold both the Mute and Call buttons for more than 4 seconds until the LED flashes purple then red. Repeat to reactivate; the LED flashes purple then blue Note: Sensors cannot be disabled while streaming audio.

User guide - Overview

If the Call button does not respond with any connected device after firmware updates, re-pairing, and restoring the device settings, the headset may require further hardware evaluation.

Have a great day!

[Meghana_10]

Thank you for the update. @enalpinVisp 

Please perform the steps provided above and let us know if it helps.

Have a great day!

[enalpinVisp]

Thank you for your response.

Unfortunately, I cannot test the headset with a mobile phone.

I have already updated everything in the Poly Studio App and also re-paired the headset and the BT700 adapter.

The important point is that the Call button itself works: I can answer incoming calls with a single press of the button on the headset.

The problem only occurs when I want to end the call. Pressing the Call button during an active call no longer hangs up the call.

Could you please advise specifically on this issue?

Best regards,

[Meghana_10]

Thank you for your response @enalpinVisp 

Thank you for clarifying the behavior and confirming the troubleshooting already completed on your Poly Voyager Focus 2 UC. The key detail is that the Call button itself is working, because it successfully answers incoming calls, but pressing the same button during an active call no longer ends the call.

Since the headset and BT700 have already been updated and re-paired, please try the following targeted troubleshooting:
 

1. Test call termination directly from the softphone

During an active call:

• Try ending the call from the application itself.
• Confirm whether the call ends immediately.
• Then repeat another call and press the Voyager Focus 2 UC Call button.

If the application can end calls normally but ignores only the headset's End Call command, this points toward a call-control integration issue between the application and Poly device, rather than a defective button.
 

2. Test another supported calling application

If permitted on the computer, make a test call using another supported softphone.

For example, if the issue occurs in Microsoft Teams, test another supported UC application. HP notes that headset control functionality can vary by application, particularly with browser-based applications. 

If Answer and End both work in another application, the problem is likely isolated to the original softphone integration.
 

3. Check for competing softphones

Completely close other communication applications running in the background, such as Teams, Zoom, Webex, or other softphones, and then test with only the affected application running.

Multiple applications attempting to use call-control events can interfere with the headset's hook state.
 

4. Test the headset over USB audio

Connect the Voyager Focus 2 UC directly to the computer using its USB cable and temporarily remove the BT700.

Make another call and test:

Incoming call → Call button → Answer → Call button → End

If End Call works via direct USB but not through BT700, the issue is isolated further to the BT700/call-control communication path.
 

5. Restore the headset configuration

Since firmware and pairing are already current, open Poly Lens and restore the Voyager Focus 2 UC settings to their defaults.

Restart:

1. The headset.
2. BT700.
3. The computer.
4. The calling application.

Then test again before making additional Poly Lens configuration changes.
 

6. Note what happens when End Call is pressed

During the next test call, please check whether pressing the Call button:

• Produces a tone but does not disconnect.
• Changes the headset LED.
• Changes anything in the calling application.
• Does absolutely nothing.

Because the same button successfully answers calls, a physical Call-button failure is less likely. The current symptoms point more toward the active-call hook/end-call command not being processed correctly by the softphone or BT700 call-control integration.

Have a great day!

[enalpinVisp]

Thank you for your help. Unfortunately, none of the suggested steps worked.

You can close my request. I guess I’ll just have to live with the issue for now.

Since it suddenly started happening from one day to the next, I’m hoping it might just as suddenly start working again someday.

Thanks again!