Poly Studio configuration / softphone compatibility

[ELAngo2]

Hello,

First part of my issue concerns the deployment of Poly Studio for our users. The installation is packaged and individually configured with our parameters. Additionally, we have a specific requirement: Poly Studio should not be included in the client's autostart. However, the background services watchdog and Poly call control service should be included in the autostart to receive updates and enable headset button controls. Our users rarely use the UI, that is one reason to avoid unnecessary resource consumption during client boot. To meet this requirement, we have also used the following parameter:

STARTAPPS=0

What other effects does this parameter have? Is there a better way to implement our requirement?

The second part of my question also concerns headset button controls in conjunction with the web-based softphone Genesys. Due to the missing SDKs in Poly Studio, button controls no longer work, and headsets are displayed as "not connected" in Genesys. Are you aware of any issues with this? How do other customers handle the combination of Poly headsets and Genesys? According to Genesys, manufacturers now have the option to access this functionality via, for example, Web HID.

Thank you in advance.

[Meghana_10]

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

Thanks for reaching out about your query regarding the Poly device.

We appreciate the opportunity to assist you and are glad we could help work toward a resolution. We hope our support has been valuable.

To help us get started on resolving your issue, could you please let me know the make and model of the Poly device so that I can assist you further?

Better way to meet your requirement

Recommended approach:

Instead of relying only on STARTAPPS=0, a more controlled method is:

• Deploy Poly Lens Desktop normally
• Disable UI auto-launch via:
  • Startup folder / Task Manager → Startup apps
  • Or enterprise tools (GPO / Intune / SCCM)
• Ensure these services are set to Automatic:
  • Poly Lens / Plantronics Device Service
  • Poly Call Control Service
  • Poly Watchdog Service

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3. Genesys softphone + headset button control

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How customers typically handle this

Option 1: WebHID (Recommended modern approach)

• Genesys WebRTC environments increasingly rely on WebHID
• Works directly through browser (Chrome/Edge)
• Enables:
  • Answer/end calls
  • Mute/unmute
• Requires:
  • Supported browser
  • User permission for device access

---

Option 2: Use Poly Lens Desktop (partially mitigates)

• Running Poly Lens Desktop in background can help:
  • Maintain device communication layer
  • Improve detection reliability in some cases

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Option 3: Certified integrations

• Some environments use:
  • Genesys Cloud certified devices / configurations
• In such cases, functionality depends on:
  • Browser version
  • WebRTC configuration
  • HID support availability

Take care and have an amazing day!