Forum Discussion

UnrulyCryptid's avatar
UnrulyCryptid
New Contributor
5 months ago

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 button to answer or hang up on phone calls. They will hear "answering call" and then nothing happens. I had the same issue with mine, and I resolved my own issue by closing PolyLens app. This did not resolve the issue for other users. Goto support suggested calling Polycom, but I don't see how that is the issue of the headset just yet... anyone else have suggestions? 

The users with ongoing issues never had the headset controls working.

  • mkeaton's avatar
    mkeaton
    Frequent Contributor
    5 months ago

    Possible to change them to the old soft phone? We had to put all our users back on that to get the wrap up window to show itself,  something to try maybe?

     

     

     

    Other stuff to try would be to try the web / browser app (app.goto.com) to see if the controls work with that.

     

    In the app there are also keyboard short cuts, might see if that works to pick up the line. 

     

    Just stuff to give a go! Hope something works for you, those are some nice headsets 😃

     

     

    • KateG's avatar
      KateG
      GoTo Moderator
      5 months ago

      Hi UnrulyCryptid  Welcome to the GoTo Community

       

      In addition to the tips mkeaton mentions (great to see you mk!) you may want to refer to this article here to ensure that the impacted users have enabled the headset option in the app settings. 

      • MGracia's avatar
        MGracia
        New Contributor
        3 months ago

        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.