question

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Thomas Rawl asked Becky-Community_Manager edited

My Plantronics Voyager 5200/Explorer 500 are Auto Answering Calls on a Galaxy S10. How can I disable/troubleshoot?

I've installed the PLT Hub application and disabled auto answer. It is still happening ONLY in the RingCentral application. Regular cell phone calls do not auto answer. I even disabled all of the "sensors" on the 5200 and it sill answers calls. It will even answer a new call and disconnect a current call.


Thank you!

hardware
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Wondering if the resolution for this can be posted here. I have a user experiencing the same thing.

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Hello @Thomas Rawl. We want to know more. I would highly suggest opening a case HERE, and our phone support will investigate it further. Thank you!

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Thomas Rawl answered

I was only able to "fix" the issue by getting a new 5200. Other Plantronics headsets (Explorer 500, Marque 2, M90, etc...) did not exhibit this behavior. Even after a phone upgrade this particular 5200 continued to auto answer. I borrowed a few other 5200's and none of them behaved the same way. I purchased a new one and it works as expected. I will note, the original headset was new, not a refurb, and was about 6 months old when we moved to RingCentral. This issue did NOT occur before installing the RingCentral app and only occurred with RingCentral calls, not cellular calls.

Good luck!

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