User Guide

Troubleshooting
Troubleshoot
Table 9. Troubleshooting your headset
When I use my headset with a softphone,
the headset call control and mute buttons
don't work.
Check the following:
● Make sure the softphone you are using is supported by viewing our software
compatibility guide.
● If required to enable headset control (answer/end and mute) functionality,
ensure you have Plantronics Hub for Windows/Mac (v. 3.6 or later) installed.
See Load software.
I can't unmute my headset when I'm on a
softphone call.
Ensure that you have Plantronics Hub for Windows/Mac v. 3.6 or later installed.
How do I interact with Microsoft Teams or
Skype for Business?
● For Microsoft Teams, tap the Call button to interact.
● For Skype for Business, press and hold the Call button for 2 seconds to
interact.
● Set your target phone by going to Plantronics Hub for Windows/Mac >
Softphones > Software Settings > Target Softphone
Does my Microsoft Teams-enabled headset
work with other softphones?
Yes, while your headset is optimized for Microsoft Teams, it can be configured
to use with other supported softphones. Set your target phone by going to
Plantronics Hub for Windows/Mac > Softphones > Software Settings >
Target Softphone
When you configure another softphone, the Call button:
● doesn't interact with Teams
● doesn't go to Teams notifications
● will not launch Cortana
The headset sensors are not working as
expected.
● A call is not automatically answered
when I put on my headset
● Mute/unmute is not working when I take
on/off my headset during a cal
● During a call, mute unexpectedly turns
on.
If your headset sensors are not working as expected, you may need to reset the
sensors. See Reset sensors.
During a call, nobody can hear me. Configure the headset as the recording/output default device.
For Windows, go to Start menu > Control Panel > Sound > Recording tab.
Select Dell BT 100, right-click, select “Select as Default Device” and click OK.
For Mac, go to Apple menu > System Preferences > Sound > Output tab
and select Dell BT 100.
During a call, I can't hear anybody. Configure the headset as the playback/input default device.
For Windows, go to Start menu > Control Panel > Sound > Playback tab.
Select Dell BT 100, right-click, select “Select as Default Device” and click OK.
For Mac, go to Apple menu > System Preferences > Sound > Input tab and
select Dell BT 100.
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