Hi All! We've been having some issues with an increasing number of our Poly Blackwire 5220 headsets muting themselves while our contact center agents are in the middle of a call, and we've run out of ideas as to what might be the cause. It seems to happen at random, we'll hear the Muted audio cue and notice the red indicator light activate on the dongle without having touched the Mute button and have to unmute by hitting the button again. So far, we've tried the following without success:
We're currently using Dell Latitude 5490s running Windows 10 22H2 (ver. 10.0.19045 Build 19045), and the issue seems to have persisted between 2 different web-based contact center platforms. Our temporary workaround has been swapping the headsets completely out, but even that is starting to prove unsuccessful.
Has anyone else run into any similar issues or have any advice? It's possible we just received a defective batch from our supplier but I'm hoping to find some guidance on how to stop the issue from happening if it's possible. I've also recently noticed Plantronics/Poly Hub has an option to increase the level of logging it records, would increasing that potentially be helpful when troubleshooting something like this? I'm grateful for any and all suggestions at this point.
Apologies, I forgot to include some of the relevant information about the devices:
Hello James @ LCF ,
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The best and quickest way forward is to contact our Support organization as the community is run by volunteers only.
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Thanks for your suggestion. I'll definitely reach out to the Poly Support org to see if we can find a solution. If we do, I'll be sure to update this post with that solution for others to see.
Just wondering if you ever found a solution for your issue, we recently started having this same issue in our company.
I've had this issue with my Poly Blackwire 8225-M as well at times, but let me ask something - do you have Plantronics Hub as well? I found that some of the events from some software things that integrates with overlaps and causes problems. What I ended up having to do was declare MS Teams to be the primary event and I turned off the following plantronics hub events since I always have my headset connected:
Turned off (meaning disabled): Headset Attached, On Call, Headset Detached
Left on (meaning eanbled): Incoming call
Teams already has events for everything but incoming calls, and the on call event was interfering with the hub displaying the proper status.
Hope the above helps
So after more testing, I'm almost positive that Teams is the one causing this. It seems to happen after our agents leave a Teams meeting muted: the dongle will have some weird, erratic behavior where it will get stuck on Mute or just start toggling on its own. We've also tested with a different model headset, the Yealink UH36 Dual, and haven't been able to reproduce the same issue (Yealink states that they're "Teams Certified," whatever that means). I'll try this out and see if that fixes things, but for the moment, our current workaround to get the Blackwires to behave is: