Poly Voyager 4310 Audio cuts out when in a call and another call comes in

[Billthebulldog]

Hello everyone, 

At my company, we use the Poly Voyager 4310 headset and I have some users complaining that when they are on an existing call on their computer with their headset and they get a call on their cellphone which is paired via Bluetooth to their headset, that they stop hearing the original call and can't interact with it at all until they decline the call on the cellphone. Is there a around this so users can still interact with their original call and not be forced to wait until they decline a call on their cellphone? I have looked through the settings in the poly app and I can't seem to find a setting that works. 

Thanks! 

[Meghana_10]

Hello, @Billthebulldog, and welcome to the HP Poly community.

I am sorry to hear that you are facing this issue with the Poly Voyager 4310.

Could you please follow a few troubleshooting steps mentioned below and let us know if the issue persists?

1. Could you please try it with a different mobile phone or a PC?
2. Could you please restore the headset settings to default on the Poly Lens application by connecting the headset to the PC? Once done, please switch off and switch on the headset again to save the changes made.
3. Could you please confirm if the provided USB dongle is connected to the PC?
4. Could you please set the headset as the default in the sound settings of the PC?
5. Could you please go to the Poly Lens application and clear all the trusted devices in the settings menu, then re-pair the headset once again and check if the issue still persists?

Regards,
Meghana