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Poly Voyager 4320 BT 700 Headset Microphone not working in Teams

Anonymous
2025-05-27T14:14:59+00:00

I have seen lots of suggestions and potential fixes for this issue, but nothing seems to work for me.

My Teams certified Bluetooth headset will not let people hear me when I use teams. The microphone works on all other apps I have installed without issue so I know the headset is functioning correctly, just not with MS Teams. I have checked that the app is allowed to use the microphone, I have checked on numerous test calls that the Headset Microphone is the chosen device, I have reinstalled teams. I have tried the Bluetooth dongle in various USB slots and have even tried connecting via the laptop's own Bluetooth adapter.

This has to be a teams specific issue with the headset functioning for other applications, which as a MS Teams Certified Headset seems strange. I am currently using a set of Apple Air Pods to connect to teams calls which is not giving the best quality but at least allowing functionality!

Any help would be gratefully received!

Microsoft Teams | Microsoft Teams for business | Meetings and calls | Audio and video

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  1. Anonymous
    2025-05-27T16:06:28+00:00

    Hi Simon,

    Thank you for posting in Microsoft Community.

    Based on your description and similar reports, this often stems from the interaction between Teams, Bluetooth audio routing, and sometimes firmware or software configurations. Since you've already covered essential troubleshooting (app permissions, device selection in Teams, reinstallation, and trying both the dongle and direct Bluetooth), let's delve deeper:

    1.Poly Lens Application:

    1.1.Firmware Update (Headset & Dongle):

    • Action: Connect your Poly Voyager 4320 headset and the BT700 USB dongle to your computer. Open the Poly Lens application and ensure both devices have the absolute latest firmware installed.
    • Why this is crucial: Firmware updates frequently include specific patches for Teams compatibility, performance enhancements, and bug fixes related to audio drivers and Bluetooth profiles. Older firmware versions are a common cause of issues with newer Teams or Windows updates.
    • Important Note on Downgrading (Advanced): While less common, if the latest firmware doesn't resolve the issue, some users have reported success by downgrading the BT700 firmware to a specific older version (e.g., 4575). This is an advanced step and should only be considered if all other solutions fail and you can find reliable instructions for downgrading.

    1.2. Reset Headset Settings:

    • Action: Within the Poly Lens app, perform a full factory reset of your headset. After the reset, power cycle the headset (turn it off, then on again).
    • Why this helps: This clears any potentially corrupted settings that might be interfering with microphone functionality.

    1.3. Disable/Reset Wearing Sensors:

    • Action: Some Poly headsets have wearing sensors that can occasionally cause microphone issues if they malfunction or conflict. In Poly Lens, look for an option to disable or reset these sensors.
    • Why this helps: A faulty sensor could incorrectly detect the headset as not being worn, thus disabling the microphone.

    1.4. Target Softphone Configuration:

    • Action: In Poly Lens, navigate to Settings > Target Softphone. Ensure "Microsoft Teams" is properly configured or explicitly selected.
    • Why this helps: This setting optimizes the headset's functionality and audio routing specifically for Teams.

    2.Microsoft Teams Specific Settings:

    Clear Teams Cache: Corrupted Teams cache can lead to various unexpected issues.
    Completely close Teams (right-click the Teams icon in the system tray and select "Quit").
    Open File Explorer and type in the address bar.%appdata%\Microsoft\Teams
    Delete all contents within this folder.
    Restart Teams.

    3.Test with Teams Web Version:

    While you're using the desktop app, try logging into Teams via a web browser (Edge or Chrome).
    Go to > in the web version and select your Poly headset.SettingsDevices
    Make a test call.
    Why this helps: If it works perfectly on the web, it strongly points to an issue with your desktop Teams client installation or its interaction with Windows, rather than the headset or the BT700 dongle itself.

    If none of the above solutions work, let me know for further investigation. Please note that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.
    Kind regards,

    Kai-L - MSFT | Microsoft Community Support Specialist.

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  1. Anonymous
    2025-05-28T06:24:00+00:00

    Thank-you or the comprehensive breakdown!

    1.1 - I had already updated this in the Desktop App, both the USB dongle and the headset (Did not roll back the firmware)

    1.2 - Full Factory reset of the headset only - retested and YES! I can talk in teams.

    1.3 - Can't see any sensors apart from on the mike boom and no options to reset that I could find

    1.4 - Useful feature! When I found it Teams was already enabled along with a number of softphone tools, I didn't change anything but good to know this is there.

    2/3 Tried these with no success prior to the factory reset.

    I am working now and will never re-boot my laptop!!!!

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