Just bought a Poly Sync 20 with dongle USB-C for Microsoft Teams and I cannot hang up Teams calls !!

[A-FQ]

Need help !!. I just bought a Poly Sync 20 with dongle USB-C for Microsoft Teams and I cannot hang up Teams calls !!. I can use all the features: 1) rocket bottom, 2) Press the purple Teams button, 3) Turn up and down the volume ....but once I want to finish a Teams meeting ....and I push the red button (red telephone button) the call does not finish..!!!. I have my iphone already paired as well......

Any suggestions ??. Thanks !!!!

[Meghana_10]

Hello A-FQ, welcome to the HP Poly community.
Could you please install the Poly Lens application and check for connect the sync 20 to the PC via USB cable and check for firmware updates, if there are any please update it. Also please restore the settings to default on the Poly Lens app. Once done please switch off the headset and switch it back on to save the settings. 

Regards,
Meghana  

[A-FQ]

Unfortunately still in the same situation. One quick question, what device should I connect in Teams settings ??. I can see 1) Poly Sync 20-M, 2) Poly BT700 3) Custom Setup ??.

Thanks !!

[A-FQ]

what is weird is that if I use the Poly for my phone....I can perfectly hang up my call using the red button of Poly....in other words it does not work for teams.....

[Meghana_10]

Thank you for the update.
Please select the Poly Sync 20 - M as default in the Microsoft Teams settings. 

Please check with any other PC and let me know if the issue still persists.
 

Regards,
Meghana

[A-FQ]

When selecting the Audio devices in Teams....now it is not possible to select  Poly Sync 20 - M and I can just select Poly BT700....and with that, the issue still there...

[Meghana_10]

Thank you for the update.
Could you please let us know the country you live in so that we can assist you better?
 

Regards,
Meghana

[khatcher]

I just recently got one of these devices and was having the same problem. I think I fixed it though;

Connect the device via USB to your computer.

Open the Poly Lens app.

Ensure your device is in the list on the left side of the screen.

Click the Gear icon in the upper left side of the screen to access the global settings.

Click into Softphone, and then wait a few seconds for the options to populate.

Choose "Microsoft Teams" from the Target Softphone dropdown and ensure Enable is checked for all of the detected softphones.

Restart everything, and then test it again.

Choosing the Target Softphone seems to have fixed my issue with the Sync 20+ (not teams version) not being able to hang up a Teams call.

[Meghana_10]

Thank you so much for the update.

Regards,
Meghana