Voyager 4310 UC: Answer/End button does not switch between active and incoming Teams calls

[aram2020]

Hello,

I have a Poly Voyager 4310 UC USB-C headset and I am experiencing an issue with the call control button in Microsoft Teams.

Expected behavior:
While I am already in an active Teams call, when a second incoming call arrives, I would like to press the headset call button once to end the current call and press it again to answer the new incoming call.

Current behavior:
The headset button does not properly control the call transition. I have to use the Teams interface manually instead of the headset controls.

Environment:
- Windows 11 (latest version)
- Microsoft Teams (latest version)
- Poly Lens / Poly software (latest version)
- Voyager 4310 UC USB-C Dongel and Bluetooth

Troubleshooting already performed:
- Updated Windows, Teams and Poly software to the latest versions
- Reset the headset
- Reset Poly Lens settings
- Signed out and back into Teams
- Restarted the computer multiple times
- Disconnected all other Bluetooth and audio devices from the laptop
- Re-paired and reconfigured the headset

I found another user reporting what appears to be the same issue:
https://h30434.www3.hp.com/t5/Bluetooth-Headsets-Earbuds/Poly-Voyager-4310-Headset-Call-Answering-Bu...

Is this a known limitation of the Voyager 4310 UC with the new Teams client, or is there a setting/firmware update that enables call switching directly from the headset button?

Thank you.

[Meghana_10]

Hello @aram2020, Welcome to the HP Poly Community.
 

Thank you for posting in the Poly Community and for providing such a detailed description of the issue and the troubleshooting you've already completed.
 

The behavior you are describing is related to Microsoft Teams call handling rather than basic call answer/end functionality.
 

While the Poly Voyager 4310 UC supports answering and ending Teams calls using the headset button, the specific workflow of:

1. Being on an active Teams call.
2. Receiving a second incoming Teams call.
3. Pressing the headset button to end the first call and answer the second call directly from the headset.

is dependent on how Teams exposes call-control commands to certified audio devices.
 

Additional Advanced Verification

1. Verify Teams Device Certification Mode

In Poly Lens:

• Confirm the BT700 is operating in the appropriate mode for your device.
• If available, test both:
  • Microsoft Teams Mode
  • Standard UC Mode

After changing the mode, restart Teams and test again.

2. Test with the New vs Classic Teams Experience

If your organization still has access to different Teams clients:

• Test with the currently deployed Teams version.
• Compare the behavior across Teams updates if possible.

Changes in Teams call-control APIs can affect how headset buttons are interpreted.

3. Review Teams Call Settings

Within Teams:

• Navigate to Settings > Devices.
• Confirm the Voyager 4310 UC is selected as the active audio device.
• Verify there are no additional audio devices connected that may be intercepting call-control commands.

4. Capture Poly Lens Logs

If the issue is reproducible:

1. Open Poly Lens Desktop.
2. Reproduce the incoming second-call scenario.
3. Collect logs immediately afterward.

This can help determine whether the headset is sending the command and Teams is not acting on it, or whether the command itself is not being generated.

User guide - pdf_9486805_en-US-1.pdf
 

Could you also confirm:

• Are you using Microsoft Teams (Work or School) or Teams Personal?
• Does pressing the headset button end the active call successfully, but fail to answer the waiting call?
• Or does the button have no effect at all when the second call arrives?

This information will help determine whether the behavior is due to Teams call-control limitations or a headset integration issue.

Have a great day!

[aram2020]

Hello,

Thank you for the quick response and the detailed troubleshooting steps.

I will test the suggested points and monitor the behavior. If the issue persists and the proposed actions do not resolve it, I will collect and provide the Poly Lens logs for further analysis.

To answer your question: we are using the new Microsoft Teams experience (Teams Work/School).

I will update this thread with the results after testing.

Best regards,

[Meghana_10]

Thank you so much for your response. @aram2020 

Please take your time and give us an update.

Have a great day!