Can't answer calls from Voyager 4320 headset connected to a Poly VVX350 Desk Phone

[Popeye2024]

I have a Poly Voyager 4320 headset connected to a Poly VVX350 Desk Phone.  If I plug the headset's USB dongle into the USB port on the phone, when the phone rings I hear an "incoming call" alert, and if I press the button on the headset, it says, "answering call," but then it doesn't actually answer the call.  The client has a total of 7 phones/headsets of all this same type. All of them are having the same exact problem, except one. The phones, including the working one, are all programmed the same.  I've connected the headset to a PC & ran the Plantronics hub program. It shows that headset firmware is up to date (Set ID v 0.0.2132.3254 USB v 2132). The phone (Poly VVX 350 is on the latest version ver 6.4.3.5059. The Settings/Basic/Preferences/Headset program on all phones, including the one that works is Headset Memory-Disabled, Hookswitch-Poly EHS, Echo Cancel-Disabled.  Please help.

[Meghana_10]

Hi @Popeye2024, Welcome to the HP Poly community!

Enable the call control feature:
1. Open the Poly Lens app on your computer.

• Click on the "Headsets" tab.
• Select your Poly Voyager 4320 UC headset from the list.
• Click on the "Buttons" tab.
• Make sure that the "Attend Call" and "End Call" buttons are enabled.

2. Reset the headset to factory defaults. This will erase all of your settings, but it may fix the problem with the buttons. To do this, follow these steps:

• Press and hold the "Volume Up" and "Volume Down" buttons at the same time for 10 seconds.
• The headset will beep twice and then turn off.
• Turn the headset back on and try to use the buttons again.

3. Try updating the firmware of the headset.

To disable the "Answering Call" notification:
Turn on your headset and make sure it is paired with your device.

1. Open the Poly Lens app on your device.
2. Tap the Settings icon in the top-right corner of the screen.
3. Tap General.
4. Scroll down and find the Answering Call Alert setting.
5. Tap the toggle switch to turn off the Answering Call Alert setting.
6. Tap Apply.

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving kudos or thumbs up and marking my post as an accepted solution.

Regards,
Meghana

[Popeye2024]

Meghana - the Poly Lens app, at least the current version, doesn't have the "Buttons" tab, the "Attend Call" or "End Call" buttons that you referred to, but your response did point me in the right direction.  Here's what fixed the problem-

I downloaded the Poly Lens app & ran the app.  I connected the headset to the PC where the app is, either by a direct USB connection or by using the headset’s USB Bluetooth Adapter.  The app recognized the headset & prompted me with updates for both the headset & BlueTooth Adapter, which I installed. After installing the updates I went to Settings/General & turned off "Call Announcement", "Auto Answer (No Sensor)" & "Incoming Call Alert".  I connected the headset back to the phone & tested.  Thanks for getting me pointed in the right direction!

[Meghana_10]

Thank you so much for the update. @Popeye2024 So happy to help you.

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,
Meghana