Mass issues with Headset Controls
We have multiple users with GoTo softphones using the goto connect app and we are using polycom voyager 4320 wireless headsets. Some of the users (not all!) are not able to use the headset call butto...
Forum Discussion
Hi,
My team and I own the Poly Voyager Focus 2 Series and are experiencing the same issue. When we first received them, the team was able to answer calls by using the headset button, later after the last update, that functionality was lost. Now you hear "Answering call" but it never does.
I attempted using old softphone version to no avail. Checked 'handset control' ON, which now the software seems to disable after a while, but to no avail. Even tried the web version, no luck.
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.
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!
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. 😥
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.
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.
