Welcome to the Poly community.
I would recommend manually subscribing the headset with the base station and see if that helps in improving the situation. Also, please ensure that the headset and Base are running the latest firmware builds.
Manual over-the-air subscription
1 With your system idle and your headset undocked, double press the subscription button on the
base. The subscription light will flash green and red.
2 Press the volume up button on the headset for three seconds until the headset LED turns solid
white. When the subscription light on the base remains solid green, the headset and base are
subscribed to one another.
NOTE : If the base subscription LED goes solid red, after flashing red/green, the subscription attempt has failed and should be repeated.
If the issue persists, please raise a ticket with our support team.
The title Poly Employee & Community Manager is a community setting and does not
reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer. ----------------
Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's