Voyager 4320 teams edition. - mute button works but doesn't reflect in teams

[PJ218]

Hi all,

Headset is new and updated to the latest firmware as of 27NOV25, headset works flawlessly, but as a "teams edition I was expecting that when I pressed the red button on the headset to mute, it would be reflected in teams, which it isn't and neither is it if I mute in teams, the headset does not tell me "mute on"

Is it possible to get this working ? otherwise I'm confused what the "teams edition" actually offers

Thanks

[Meghana_10]

Hello @PJ218, Welcome to the HP Poly Support Community. 

Thanks for reaching out about your query regarding the Poly Voyager 4320.

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?

Poly Lens Settings: Use the Poly Lens Desktop App to check if your headset is properly configured for Microsoft Teams. You may need to set Microsoft Teams as the default softphone to ensure all features are working correctly.

Teams Configuration: Within Microsoft Teams, ensure that your Poly headset is recognized and set as the default audio device. To do this, go to the Teams settings, then Devices, and verify that your Poly Voyager 4320 is selected for both speaker and microphone.

USB Adapter: If you are using a USB adapter, make sure that it is properly connected and recognized by the computer. Try re-pairing it if necessary.

Re-installation: As a last resort, try reinstalling Microsoft Teams and the Poly Lens Desktop App to ensure all settings are refreshed and correctly applied.

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

[PJ218]

Hi there,

Can you confirm that when configured correctly the pressing of the physical mute button should be reflected in teams. ?

I should have said I'm on a Mac, this is a new connection and new device, I have rebooted/reinstalled etc.

Is there a Poly Lens for the Mac as I can't see one in the app store, so curious to know how to do these steps

Poly Lens Settings: Use the Poly Lens Desktop App to check if your headset is properly configured for Microsoft Teams. You may need to set Microsoft Teams as the default softphone to ensure all features are working correctly.

Teams Configuration: Within Microsoft Teams, ensure that your Poly headset is recognized and set as the default audio device. To do this, go to the Teams settings, then Devices, and verify that your Poly Voyager 4320 is selected for both speaker and microphone.

[PJ218]

ok I've found the poly lens app for Mac installed it and can see my phone is connected and I can also see the softphone teams is enabled.

But I hit the physical mute button on the headset and this is not reflected in teams, should this be reflected ? 

Now I have the app installed I see little value it in.

[M_Salman]

Thank you for your response @PJ218 i

Thank you for the confirmation. When you press the mute button on your headset, the call should go on mute. Regarding the microphone icon in Microsoft Teams, it should update accordingly while you are on a call. If the icon is not changing, the issue is likely related to Microsoft Teams. However, I request you to try the following troubleshooting steps and test the headset:
 

1. Update Firmware:
   Please verify and update the headset firmware using the Poly Lens application on your PC.
2. Set as Default Device:
   Ensure that the headset is selected as the default device on both your PC and your softphone application.
3. Reset the Headset:
   Kindly perform a reset of the headset using the Poly Lens application.
    

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 @PJ218,
 

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

[PJ218]

No resolution, Mac is company owned so can reinstall teams.

[M_Salman]

Thank you for the response. @PJ218 

I’m sorry to hear that the issue is still persisting. When you have a moment, please let me know whether the problem continues after reinstalling the Microsoft Teams application. Additionally, if possible, I kindly ask that you test the headset with another softphone application, such as Zoom, to help us further isolate the cause.
 

I’m here to support you every step of the way, so please feel free to update me with your findings whenever you’re ready.

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

[PJ218]

Just reinstalled Teams on my machine and still no luck.

So I've 

updated the headset firmware

reinstalled teams

download the poly lens app, selected softphone 

headset if the default device

I am connecting purely via bluetooth.

same problem with zoom

[PJ218 · Accepted solution]

SOLUTION

the only way to get the physical mute button to work / reflected in teams is if the headset is connected via a USB cable or via the BT dongle supplied.  It won't work if you connect to the laptops internal BT.

Are there plans to fix this / get it working ? as I don't want to have to bring the dongle round with me, and potentially loose it