Mass issues with Headset Controls

Hi jseibert welcome to the Community, 

I will certainly share your feedback and experience with the team, thank you. 

I do see a level 2 agent has tried to contact you and recently sent an email, please continue to work with them to get a resolution. 

Same issue here and it's VERY frustrating. I have spent countless hours troubleshooting this issue and speaking with support. I was told by support that ANY headset that is compatible with the computer is compatible with the softphone. Ironically, the support engineer I spoke with today told me that his headset doesn't even work with the app. The volume and mute buttons work, but not the answer button. We use Poly Voyagers, when I push the button to answer the call, I even hear the announcement "answering call" so it must be something with the app. 

A twist:

I was able to get the buttons to work on 2 devices.  I turned off Windows Bluetooth, and connected Bluetooth the dongle that came with the headset. The answer button works most of the time. Using the same method on our other devices, I cannot get the buttons to work. Please escalate this issue to engineering. 

Hi MGracia, sorry about that. It should work now if you try again.

Hi KateG , the customer support link you provided does not appears to be working. 

MGracia sorry to hear this, I'm sure it must be frustrating. 

I do recommend you reach out to our customer support team who can take a look at your system and make recommendations.

Well, it seems that I was too hasty and assumed since it worked for me, it would work the same way for the rest of the team. Unfortunately, I was wrong on my assumption, my team tried the same process as I did, but the headsets still are unable to answer calls from pushing the answer button. 

I guess we're standing by a permanent solution. 😥

Thank  you UnrulyCryptid  for the workaround, we do not have Teams installed in our system, I did have PolyLens installed, I uninstalled it and rebooted my GoTo app, ensuring the headset control option was enabled. Now I have gained functionality of answering calls again via the button on the headset, as well as hanging up the calls. 

I wish we could place the calls on hold again by pushing the button, but instead it hangs up. 

Still better than it was previously, now our team can answer those calls while away from their desks. 

Thanks for the tip!

UnrulyCryptid thanks for sharing your workaround.

I see that your case was escalated to a Level 2 agent to investigate further, an email was sent on 7/8 requesting a follow-up. I would recommend letting them take a look. 

Thanks again for sharing your experience.

I have tried to contact GoTo support and also Polycom support to no avail. What I have found to work is to disable Teams and Poly Lense from starting up on boot. GoTo app conflicts with both Teams and Poly Lens. Then I reboot and it seems to be working. It is the web hid protocol that they seem to fight over and gets weird if all the apps start up at once. 

It doesn't make sense that we can't use Teams at the same time, Teams is an industry standard... but this workaround has been working so far.

MGracia Welcome to the GoTo Community , 

I'm sorry to hear you're experiencing issues. Here are a few troubleshooting steps to try:

1. Verify that the audio settings on the app are correct.
2. Restart the app 

3. Reinstall the app.

If the issue persists, please reach out to our customer support team. They can assist you further and test your setup over the phone.

To help us better understand the problem, could you let me know how long the app worked correctly and when it stopped working? I'll share this information with our team.