Support for Poly Headsets in 3CX Windows Softphone

[denko2k]

Hello everyone,

I would like to address an issue we are experiencing with the support of Poly headsets in the 3CX Windows Softphone. Poly headsets by HP are widely used and considered a de facto standard. Unfortunately, we have encountered some limitations.

Why doesn't the 3CX Windows Softphone fully support Poly headsets? While the audio works fine, call answering and muting are not supported. We have tested the alternative PWAs. Both have drawbacks, such as calls not automatically popping up. Additionally, the universal headset driver does not work reliably. Is there a timeline for when Poly headsets will be fully supported by the 3CX Windows Softphone?

Has anyone else experienced similar issues or found a solution? We would appreciate any feedback and possible solutions.

Best regards

 

[ThomB_3CX]

@denko2k can you confirm that you have tried the 3CX Beta app from the Microsoft Store? We have added Poly support in our latest update.

 

[denko2k]

@denko2k can you confirm that you have tried the 3CX Beta app from the Microsoft Store? We have added Poly support in our latest update.

We tested the beta (Beta version in the Microsoft Store: 20.0.717.0). Unfortunately, the headset integration still does not work.
It does not matter whether Poly Lens is installed or not.

The headset and Poly USB Bluetooth adapter are up to date.
Headset: Poly Voyager 4310
Bluetooth: BT700

Please help!

 

[ThomB_3CX]

In this case, if not working as expected and you have followed our setup instructions as per blogpost, please contact Poly for support. Driver and headset support is provided by Poly, not 3CX.

 

[denko2k]

In this case, if not working as expected and you have followed our setup instructions as per blogpost, please contact Poly for support. Driver and headset support is provided by Poly, not 3CX.

Thank you for the information.

Unfortunately, Poly's support is not very helpful. The "Poly Hub" is also discontinued. If needed, you should install "Poly Lens."

Another question:
We are currently testing headsets in conjunction with the 3CX Softphone for Windows. Unfortunately, Jabra is also not working correctly. The Jabra headset "Evolve2 55" is recognized by the 3CX Softphone, but sometimes call answering and muting work, and sometimes they don't. Is Jabra supported? Should the "Jabra Direct" software be installed for 3CX support?

 

[ThomB_3CX]

Re Poly Lens, this doesn't have any third party apis currently.

Re Jabra, the Jabra Direct is not required. There are a few known issues that we have reported and are not yet fixed. Please feel free to leave me a Private message with verbose logs whilst replicating + the scenario explained and we will look into it.

 

[NickEmpireComm]

Bluetooth headset Question.

Poly Voyager 4310 UC. This headset has built in Bluetooth, as well as a dongle to connect to the PC. The question I have is, does the 3CX App support only the poly dongle in terms of the API?

I've noticed with my Yealink WH64, if I connect it via the dock, the headset integration is fine. However if I connect the same headset via Bluetooth (Built into the headset) to my PC it does not. 3CX doesn't even see it. However Audio works perfectly fine.

So my question, is Bluetooth supported for headset integration? I have a customer going on in with the App and Bluetooth headsets and hey want their staff to be able to answer/end from the headset itself. Since staff don't use the same PC every day (call centre) using the dongle is less ideal due to the potential for it to be lost.

Thanks in advance.

 

[ThomB_3CX]

Hi @NickEmpireComm this is a question to be put to the vendors directly. The 3CX Softphone just uses the libraries provided by the vendor to make the communication possible.

With regards to Yealink, yes I can confirm that Bluetooth will not work. It only supports integration directly via USB as per their documentation. For Poly, best to contact their support.

 

[NickEmpireComm]

Hi @NickEmpireComm this is a question to be put to the vendors directly. The 3CX Softphone just uses the libraries provided by the vendor to make the communication possible.

With regards to Yealink, yes I can confirm that Bluetooth will not work. It only supports integration directly via USB as per their documentation. For Poly, best to contact their support.

Thanks Thom!

Hopefully one day in the future, generic Bluetooth support may come

With regards to Polycom, I suspect it will be the same. The dongle will be needed to integrate with 3CX but I'll touch base with Poly and see what their support says and provide an update.