Teams Button is Inactive on Poly Voyager Focus 2

[EKGuy]

I purchased  aPoly Voyager Focus 2-M USB-C-C Headset USB-C/A Adapter Charging Stand and the Teams button doesn't do anything. I just a hear a beep and that is it.  Same for the Call button. My latop is a Lenovo ThinkPad X1 Carbon  Gen 12 running Windows 11 Pro, I downloaded the Poly Studio app and updated the firmware on both the headset and the BT 700 dongle. I have made sure that the headset in the default audio device both in Teams and on my Laptop and have tried reseting settings to default on the headset and a reboot on my laptop. Even tried connecting the Headset via a wired USB-C connection to the laptop. In the Poly Studio desktop app I can see in the list of enabled Softphones that Microsoft Teams is there and both the USB and non-USB entries say "Connected" in blue. 

Not sure what else I should try. 

[Meghana_10]

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

Thanks for reaching out about your query regarding the Poly Voyager Vocus 2. 

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?

1. Could you please try the headset with a different mobile phone or a PC?

2. Could you please unpair the headset and the dongle and repair them to the PC once again. 

Please follow the steps provided below to pair the dongle to the PC and then pair the headset.

Connect to PC:

1. Turn on your headset and insert the Bluetooth USB adapter into your laptop or PC.
2 The USB adapter LED flashes and then turns solid to indicate the headset is connected to the USB adapter. If you are wearing your headset you hear “PC connected” to indicate the connection has been established. When on a call, the LED on the USB adapter flashes blue. When not on a call the LED is solid.
 

Pair BT700 USB adapter again:

1 Insert the high-fidelity Bluetooth USB adapter into your laptop or computer and wait for your computer to recognize it. 

2 Put your Poly audio device in pair mode. 

3 Launch HP Poly Studio Desktop App and navigate to Poly BT700. 

4 Put your Bluetooth USB adapter into pair mode by selecting "Pair new device" on the adapter's main page or overflow menu. Your adapter flashes red and blue. Pairing is successful when you hear "pairing successful" and "PC connected" and the Bluetooth USB adapter LED is solid.
 

3. Could you please restore the headset settings to default on the HP Poly Studio Application by connecting the headset to the PC? Once done, please switch off and switch on the headset again to save the changes made. 

5. Please reset the sensors and try disabling the sensors.

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:

• Manage sensors in HP Poly Studio. 

• 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.

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

[EKGuy]

Dear Meghana,

Thank you for the detailed instructions. I tried all of them in order but still remain where I am which is that the Voyager Focus 2 headset works fine with my PC and Phone but the Teams and Call button don't do anything. I paid more for the Teams version of the Headset and am unable to get it to work. Is there a phone number for HP support where I can call in to get help?

Thanks!

[Meghana_10]

Thank you so much for your response @EKGuy 

We request that you follow a few more steps and check if the issue is resolved.

Make/Take/End Calls:

Answer or end a call:

Tap the Call button. 

Answer a second call:

First, tap the Call button to end current call, then tap the Call button again to answer new call. 

Mute:

Mute your headset on an active call: 
 

• Tap the Mute button 

• Rotate your microphone boom and click it into the up position 

• Take off your headset (requires active smart sensors). Put on your headset to unmute. 

Hold a call:

To hold an active call or resume a held call: 

• Standard headset: Press the Call button for 2 seconds. 

• Microsoft Teams headset: Press the Mute button for 2 seconds. 10 Switch between calls (flash) Switch between two calls on your headset. This feature is not available for mobile phone calls. 

To switch between calls: 

• Standard headset: Press the Call button for 2 seconds. 

• Microsoft Teams headset: Press the Mute button for 2 seconds. 

Call back last call (smartphone) 

• To dial your last number you dialed, double tap the Call button. 

Answer calls from a second device 

• It's easy to answer calls from two devices (including softphone). 
• When on a call, you hear a ringtone notification of the incoming call from the second paired device. 
• To answer a second call from the other device, first tap the Call button to end the current call and tap the Call button again to answer the new call. If you choose to not answer the second call, it will go to voicemail. 

Launch Microsoft Teams (Teams model only):
 

Tap your headset Teams button to quickly open and use the Microsoft Teams desktop app. 
 

• When not on a call, tap your Teams computer. button to view Microsoft Teams app on your 

• When your connected USB adapter LED pulses purple, tap your Teams button to view Teams notifications. 

Note: Teams model and Teams desktop application required. Teams' mobile application is not supported.

However, if none of the above provided steps helps in resolving the issue we request that you contact our technical support team at https://support.hp.com/us-en/poly so that they can assist you further.

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

[EKGuy]

Hi Meghana,

So I tried what you said and I can confirm that the mute button as well as muting by turning the boom mic up works. The volume up and down buttons also work. None of the three buttons in the middle (Teams button, the Voice assistant/play/pause/forward button in the middle or the Call button) work. They just generate a beep but do nothing else. 

Thanks

[Meghana_10]

Thank you so much for your response @EKGuy 

We are really sorry for the inconvenience caused to you with the headset. 

We request that you contact our technical team athttps://support.hp.com/us-en/poly as this looks like this may need direct support from our technical team. I encourage you to contact HP Support so that the headset can be replaced if it is under warranty.

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