Voyager 5200 UC - cannot switch between phone and computer

SOLVED
Vince42
Occasional Visitor

Voyager 5200 UC - cannot switch between phone and computer

Under Windows 10, the headset used to connect to the smartphone and Windows at the same time, and when a call came in, I were able to pick up the call and afterwards return to the video conference (for example).

 

Since Windows 11, when I pick up the call, it does not get through. In order to make it even worse, I have to disconnect the headset in order to talk to the calling party.

 

Are there some special Bluetooth properties that should be set or maintained in order to make unified communication working again?

Message 1 of 4
1 ACCEPTED SOLUTION

Accepted Solutions
bhupender
Polycom Employee & Community Manager

Re: Voyager 5200 UC - cannot switch between phone and computer

Hello @Vince42,

 

Welcome to Poly Community.

 

Please know that Windows 11 is not listed as officially supported OS on Poly Website. The supported/tested OS versions can be seen on HUB desktop download page.

 

Normally whenever a new OS is rolled out by Microsoft or Apple OEM's will require some time to validate compatibility with their respective product/services. So as of now we cannot confirm if this is due to compatibility or some other reason and in due time we will be able to update the compatible OS page. But assuming you are facing issue when headset is connected via the BT600 adapter on your computer then this needs to be investigated and suggest you to log a ticket for this.

 

Troubleshooting or providing support via the community is outside the scope for myself as a Poly employee.
 
Please raise a ticket with Poly Technical Support.


You will need to provide the following:

 

• Provide HUB/Lens verbose logs (if issue is easily reproducible or requested) & its version in use
• Video of issue if possible as it will help visualize the issue.

• Provide screenshots related to issue or error messages.
• Serial number or firmware version of headset/speaker/USB dongle when issue is noticed.
• Softphone version in use.

• Operating System in use.

 

Please remember, if you see a post that helped you, and it answers your question, please mark it as an "Accept as Solution".
 
 This forum reply, or post is based upon my personal experience and does not reflect the opinion or view of my employer. Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.

Best Regards,


Bhupender

View solution in original post

Message 4 of 4
3 REPLIES 3
SteffenBaierUK
Polycom Employee & Community Manager

Re: Voyager 5200 UC - cannot switch between phone and computer

Hello @Vince42 ,

 

Welcome to the Poly Community.

Like other communities or forums, we do expect a basic minimum of information a new or follow-up post should contain.

This ensures the questions having to be asked are limited and any new or follow-up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.


Unfortunately, your post fell a bit short of the above-explained requirements and we kindly ask you, therefore, to ensure to read these sections and ensure a reply (not Edit!) provides as much detail as possible

 

As the operating system is the only thing that has changed I suggest you raise a ticket with our Partner Microsoft and once you have a solution from them post this back here.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

 

----------------

If official support is required please check how to phone or open a case here

----------------
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
Message 2 of 4
Vince42
Occasional Visitor

Re: Voyager 5200 UC - cannot switch between phone and computer

The basic details are:

- Plantronics Voyager 5200 UC

- Windows 11 on Lenovo ThinkPad X1 Extreme, Gen 3

 

The reason why I did not post more technical details is, that I did not find the requirements in https://community.polycom.com/t5/Speakerphones/BASIC-DETAILS-TO-INCLUDE-BEFORE-POSTING-ABOUT-ISSUES-...

 

I raised a ticket with Microsoft and they pointed me to the Bluetooth hardware.

i raised a ticket with Lenovo and they pointed me to the headset.

I created this post, because I hope, that some other user might have experienced the same issue already. 

 

Message 3 of 4
bhupender
Polycom Employee & Community Manager

Re: Voyager 5200 UC - cannot switch between phone and computer

Hello @Vince42,

 

Welcome to Poly Community.

 

Please know that Windows 11 is not listed as officially supported OS on Poly Website. The supported/tested OS versions can be seen on HUB desktop download page.

 

Normally whenever a new OS is rolled out by Microsoft or Apple OEM's will require some time to validate compatibility with their respective product/services. So as of now we cannot confirm if this is due to compatibility or some other reason and in due time we will be able to update the compatible OS page. But assuming you are facing issue when headset is connected via the BT600 adapter on your computer then this needs to be investigated and suggest you to log a ticket for this.

 

Troubleshooting or providing support via the community is outside the scope for myself as a Poly employee.
 
Please raise a ticket with Poly Technical Support.


You will need to provide the following:

 

• Provide HUB/Lens verbose logs (if issue is easily reproducible or requested) & its version in use
• Video of issue if possible as it will help visualize the issue.

• Provide screenshots related to issue or error messages.
• Serial number or firmware version of headset/speaker/USB dongle when issue is noticed.
• Softphone version in use.

• Operating System in use.

 

Please remember, if you see a post that helped you, and it answers your question, please mark it as an "Accept as Solution".
 
 This forum reply, or post is based upon my personal experience and does not reflect the opinion or view of my employer. Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.

Best Regards,


Bhupender

Message 4 of 4