Poly Voyager 4310 Headset Call Answering Button

[ash495]

Hi,

We have purchased a large amount of the Poly Voyager 4310 headsets for our call centre and having an issue were some people are able to answer/hang-up calls using the headset button and others are unable. We are all using the same laptops, windows version, pc settings etc and have attempted several potential fixes with no luck. Is anyone aware of this issue and how it can be fixed.

Thank you!

[Meghana_10]

Hello @ash495, Welcome to the HP Poly Support Community. 

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

We're thrilled to have the opportunity to assist you and provide a solution. We hope our assistance has been helpful! 

To help us get started on resolving your issue, could you please try a few troubleshooting steps provided below so that I can assist you further?

Check Software Updates: Make sure that all headsets and relevant software, like the Poly Lens Desktop app, are updated to the latest versions. Using the Poly Lens app can also help manage settings and troubleshoot potential issues.
 

Bluetooth Connection: Confirm that the headset is properly paired with the laptop and that the Bluetooth connection is stable. Oftentimes, reset both the laptop's and headset's Bluetooth settings and then re-pair them.
 

Headset Settings: Double-check the configurations through the Poly Lens Desktop app to verify that the call control buttons are enabled and configured consistently across all headsets.
 

Compatibility: Verify that there's compatibility between the headsets and any communication or call control software you might be using, like certain softphones or communication platforms.
 

Power Cycle Devices: A simple reboot of the laptops and power cycling of the headsets can often resolve unexplained issues.

Take care and have an amazing day! 

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Meghana

[ash495]

Check Software Updates: Completely updated devices using Poly Lens, all machines fully up to date on Windows 11 24H2.
 

Bluetooth Connection: Tested using the BT700 and direct to the machine, both the same result. Have attempted removing all drivers and reinstalling. Have tried disabling LE audio and also removing Intel Smart Sound which came up as a potential fix but not successful.
 

Headset Settings: Softphones are enabled within Poly Lens but there is no option for buttons to answer calls, this has been raised previously on the forums and seems to be removed?
 

Compatibility: Other than answer/hang-up the headsets are working perfectly fine.
 

Power Cycle Devices: Have rebooted devices and machines several times with no success.

[Meghana_10]

@ash495, Welcome to the HP Support Community! 

We're here to help you tackle that hardware failure/malfunction! Don't worry, we've got your back! 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name.

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Regards, 
Meghana

[ash495]

Thank you for your private message. However, I’m unclear as to why this was sent privately, as the content suggests you're redirecting me rather than addressing the issue directly.

Unfortunately, your response hasn’t resolved the problem, and the link provided simply brings me back to this forum rather than offering a direct support route.

I would appreciate it if someone could assist me further without asking me to mark this as resolved, as the issue is ongoing and has not yet been addressed.