Hello @LisaAnderson,
Welcome to Poly Community.
You have not confirmed if the issue is being faced on a Teams certified headset version or a standard version and what OS you are using? Some basic details are always helpful to provide a better guidance. But since so many users have been asking about the mute function issue then let me try to make it easier for you to give a baseline or where to start. If it it the Teams certified headset where you noticed issue then:
- Call controls are supported with Teams by Poly headsets (irrespective of Teams certified or standard version headsets) if the Teams coexistence mode is setup to "teams only" mode. You can refer to this KB link for more details. Ensure your Teams logs do not have ISLAND MODE mentioned anywhere. If it includes ISLAND MODE then you need to contact your I.T. Admin to get it correctly setup else use screen icons to manage mute or test issue using either latest HUB 3.24.0 or HUB 3.22.0 which is free of this issue basis multiple comments from other community members.
- Ensure no Skype For Business is running at the same time on the PC in background as it will hijack the call controls of headset during Teams calls. So quit SFB from background and test functions on headset with Teams calls. It is a known limitation from Microsoft due to aggressive call handling design of SFB from older days.
If issue is faced with standard version of headset then:
- Install latest HUB and test issue because as per our softphone compatibility guide HUB is needed on Windows OS for call controls to work with standard version of headset with Teams.
- update your Teams client and make fresh pairing with headset and test controls.
- also try to pair headset over a USB connection if using corded or Bluetooth headset. If you are pairing it directly via the internal Bluetooth connections then call controls will not work reliably. You can refer to another link here for use of USB adapter/connections for Bluetooth headsets.
- test your Poly Headset with another PC as a basic to isolate the issue. If issue is only with specific PC then check with your I.T. admin if they can help.
- also check if the issue is happening when mute button of headset is pressed or it happens when you try to mute from the screen icon of Teams? if it is the latter then you should also check with Microsoft to see it is not the bug with Teams which is creating problems for you?
But if only headset mute button is triggering the issue 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.
• Soft phone 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.
