User's Guide

The headset audio is not working as
expected when connected to my
computer.
• During a call, nobody can hear me
• During a call, I can't hear anybody
• Music is not coming through my headset
• When I play music and a call comes in, the
music is too loud or doesn't pause
• To congure the headset sound on your computer,
see Congure for media.
• Ensure that only one softphone application is opened
at a time.
• For best performance, ensure your headset rmware
is up-to-date. See Update rmware.
My headset call control is not working as
expected when on a softphone call.
Check the following:
• For best performance, ensure your headset rmware
is up-to-date. See Update rmware.
• Ensure that only one softphone application is opened
at a time.
• If required to enable headset control (answer/end
and mute) functionality, ensure you have Poly Lens
Desktop App installed. See Load software.
• Select your softphone application in Poly Lens
Desktop App.
(Teams model only) How do I interact
with Microsoft Teams?
• Tap the headset Call button to quickly open and use
Microsoft Teams. See Launch Microsoft Teams.
• Set your target phone by going to Poly Lens Desktop
App
(Teams model only) Does my Microsoft
Teams-enabled headset work with other
softphones?
Yes, while your headset is optimized for Microsoft
Teams, it can be congured to use with other
supported softphones. Set your target phone by
going to Poly Lens Desktop App.
When you congure another softphone, the Call
button:
• doesn't interact with Teams
• doesn't go to Teams notications
• will not launch Cortana
The headset audio is cutting out during
softphone calls.
• You may be experiencing Bluetooth density issues.
Use density-friendly corded mode. See Corded mode
(audio over USB).
The headset talk time is not accurate.
• Deplete your headset battery and then fully charge
to reset the accuracy of the talk time prompts.
Troubleshooting
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