Poly Voyager Focus with Windows 11 Microsoft Teams and Webex

[rw31254]

Several users in our contact center on Webex Contact Center have issues with the Voyager Focus 2 headset after an upgrade to Windows 11. Supervisors login to the Conact Center via Chrome and use the Desktop setting duing login. Chrome is setup to use mic and speaker to the Voyager Focus. While idle they may take a Microsoft Teams call, when on the Teams call the headset will having a ringing in the headset for a call coming in on Webex. There is no call and when the Teams call ends the ringing ends.

The user has a BT700 as the dongle and the Voyager Focus 2 headset. Running Poly Lens application on the newest version and firmware. All laptop and windows drivers are up to date,. Under Sensors and Presence in Lens the wearing sensor and Auto Answer are disabled but the user still hears the ghost call ringing in the ear on the Teams call. 

Other than moving away from Poly what other options could be causing the issue?

[M_Salman]

Hello @rw31254 , Welcome to the HP Poly Support Community.

Thanks for reaching out and sharing your experience with the Poly Voyager Focus 2 headset. I'm sorry to hear about the issue you're encountering—I completely understand how important it is for your headset to work smoothly.
 

As a possible solution, I recommend trying the following steps through the Poly Lens application:
 

Poly Lens → Select Voyager Focus 2 → Settings → General → Active Audio Tone → Set to OFF
 

Turning off the Active Audio Tone has helped some users resolve unexpected ringing or audio notifications during use.

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,

Salman

[M_Salman]

Hi @rw31254,
 

We haven’t heard from you, this post is in reference to the thread you created on your friendly neighborhood (HP Support Community).

I would like to know if the resolution we provided worked for you.

If you have any other queries, feel free to reply at any time, and thank you for being a valuable member of our HP Family.

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.

Have a great day ahead!

Regards,
Salman

[rw31254]

We made the change to a couple of users but they still have the same issue with the Voyager Focus 2, when on a Teams call Webex will play a ring tone while on the call. 

[M_Salman]

Thank you for your response. @rw31254 

Thanks for the update, and I’m sorry to hear the issue is still persisting. I know how important it is to have your headset working reliably, and I appreciate your patience as we work through this.
 

Let’s try a few more troubleshooting steps to help get things back on track:
 

1. Update Firmware
   Please verify and update the headset firmware using the Poly Lens application on your PC. Keeping the firmware up to date ensures the device performs optimally.
2. Disable Wearing Sensors
   In the Poly Lens app, try disabling the wearing sensors. This can help resolve detection and audio routing issues in some cases.
3. Check Preferred Softphone Setting
   Within Poly Lens, make sure the preferred softphone is correctly selected under the application settings.
4. Reset the Headset
   Perform a reset of the headset using the Poly Lens application, then test the device again.
   
    

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.

Have a great day ahead!

Regards,
Salman

[M_Salman]

Hi @rw31254,

We haven’t heard from you, this post is in reference to the thread you created on your friendly neighborhood (HP Support Community).

I would like to know if the resolution we provided worked for you.

If you have any other queries, feel free to reply at any time, and thank you for being a valuable member of our HP Family.

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.

Have a great day ahead!

Regards,
Salman

[M_Salman]

Hi @rw31254, I hope this message finds you well. 
 

I wanted to follow up on the query that we discussed earlier and confirm that it has been successfully resolved.

If you still need further assistance or have any additional questions, please do not hesitate to reach out to us. 

We are here to assist you and provide any necessary support.

Regards,

Salman

[M_Salman]

@rw31254 ,

Hope you're rocking an amazing day! Since we haven't heard from you yet, we will be archiving this case for now; however, you can respond to the same thread to continue the conversation. 

If you need any more help or just want to say hi, we're here for you - just a message away!

Take care, and stay fantastic!

Regards,

Salman