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jared-thatcher asked ·

Headset Call Button won't answer on the RingCentral Application

US Account, based on customer support feedback I ordered a Plantronics: Voyager Legend CS Bluetooth Headset.  Installed it, synced it to the USB Bluetooth on the computer and running RingCentral for Windows App (8.3.6).  When a call comes in the Call Button on the headset will not answer the call, I have to use the mouse to click on the answer button on the screen.  Then when I start to talk they can't hear me, or me them until I remember to hit the Call Button on the headset, then it works great.
Is there a way to get the application to respond to pushing the Call Button to answer the call via the headset versus the current two step process?  Or is there another headset you recommend that gives you that option?
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mike answered ·
Did you by any chance install the Plantronics Hub software? The device won't have full call controls unless you install the software. 

Mike 
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cglassy answered ·
We are using 3 current models of Bluetooth headset with the Ring Central Heads Up Display - LG Tone 730, LG Tone 750 and LGTone 760 and the on-the-headset-button works for answering calls and hanging up on calls with no additional software required. Ring Central version 8.3.6.24042 software Windows 7 and Windows 10 machines.  These headsets have been in use in our organization since June 2016 with no issues.  They cost roughly $70.00 per headset on Amazon which is substantially cheaper than the Voyagers.
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The reference link here  shows "orange" color -  the ones we use are standard black.  https://www.amazon.com/LG-Electronics-HBS-730-Bluetooth-Headset/dp/B00D477YFA
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andrew2014 answered ·
Regarding Plantronics, I have the UC Focus and have Plantronics Hub disabled because it used to crash my softphone.  Since 3.6 upgrade, I too have been having issues with answering calls with the headset answer button.  I've never needed the Hub software to do that before and even plantronics website indicates that it isn't needed for basic call control features like that.  Wondering if this is worth looking into as a bug in 3.6 update?
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Andrew,  I haven't heard any recent cases of it crashing the softphone.  Most of our customers are now using RC version 8.4 and this week we are starting to push out 9.0.   Have you tried it on 8.4?  

If so, and it still crashes the softphone please open a support case so it can be escalated. 

Mike 
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I haven't.  How can I get the 8.4 update?   None of our clients have received that update either. 
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Also, I just went and saw there was a Hub software update and firmware update for my device that I was hoping would resolve this, but no go.  Hub still crashes the softphone.  
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Andrew... on your sofphone, if you go to Settings > About > Check for Updates what version does it say you are on?  for most users it should say 8.3.4

Mike  
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If you try the other version and it still does not work, then please open a support case. 
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