Poly 3310 Stuck on Mute While on an Active Amazon Call Center Call

[AaronRC]

Our user reported an intermittent Amazon Connect audio issue in which the mute control on the Poly 3310/3320 was engaged during calls even when the Amazon Connect workstation showed the call as unmuted, preventing the far end from hearing them.  Attempts to unmute from the Amazon Connect workstation and the Poly headset itself were unresponsive and did not release the mute state on the Poly headset.

Initial troubleshooting confirmed the issue persisted:

• After updating the Poly headset firmware.
• While signed out of Teams.
• With Teams Sync Device Buttons disabled.
• After clearing the Teams and browser cache.
• Across multiple browsers.
• When testing alternate devices: DA85, Poly 3310, and Poly 3320.

The issue would sometimes clear temporarily after a PC restart, but it later returned.

The issue did not occur when the microphone setting in the Amazon Connect workstation was changed from the Poly headset to the laptop microphone or during an active Teams call; in both scenarios, the muting function worked as expected, including when muting directly from the Poly headset or within Teams.

[Meghana_10]

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

Thanks for reaching out about your query regarding the Poly Blackwire 3310/3320.

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 try the headset with a different softphone to check if the issue persists?

Take care and have an amazing day! 

[AaronRC]

As I stated, the headset mute is not locked while making or receiving calls through Teams.

[Meghana_10]

Thank you so much for the update @AaronRC 

We request you to please check with the Amazon service center as the headset is working perfectly fine with teams however we request that you try with a few other softphones, to check if there is any issue.

Take care and have an amazing day! 

[AaronRC]

Do you sell any headsets without any built-in call controls?

[Meghana_10 · Accepted solution]

Thank you so much for the response @AaronRC 

We request that you can check out our Poly Encore Series which has the inline controllers that comes with the headset. 

HP Poly EncorePro 300 Series - Contact Center Headsets | HP® India
HP Poly EncorePro 500 Series - Contact Center Headsets | HP® India
HP Poly EncorePro 700 Series - Customer Service Headsets | HP® India

 Take care and have an amazing day!