VVX-311 headset button not activating headset

[Anonymous]

I deployed plenty of Polycom phones when RingCentral were deployed to my people.  On almost all phones the Jabra headset works.  I've had 2 phones that there seems to be a problem with the headset button.  The headset works fine when the handset is pulled from the phone but the headset button does nothing.  I can't find the answer.  Please help.  

[SteffenBaierUK]

Hello @Kris.Moore,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

Have you downloaded a backup yet and compared it?

May 25, 2017 Question: Can I create a backup of my current configuration?

Resolution:Since UC Software 4.0.0 or later a backup can be created via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

I believe this is what's needed from this users phone.  

SIP - 5.4.2.6722

Boot Block - 3.0.5.0026 (48350-001)

Boot L1 - 1.0.0.0013 (48350-001)

Updater - 5.6.2.5888

Not sure if this will clarify the issue but I tried the headset again.  The headset works if the handset is lifted but the headset button to the right of the dial keys does nothing.  Hopefully this will help.  

[SteffenBaierUK · Accepted solution]

Hello @Kris.Moore,

You did not attach a backup of a working and a non working phone as requested but by clarifying your statement most likely you plugged the headset into the handset socket.

For the headset to work it needs to be plugged into the headset socket. They are clearly labelled.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

The answer has been found.  When phones were dispatched I just hooked the headsets up exactly like they were on the old Avaya phones.  This is with the headset plugged into the handset and the handset plugged into the headset base.  When placed in the correct ports the headset worked fine.  I guess next time I need to look over the simple stuff first.  Thanks, Steffen.