Headset not working with Polycom VVX-311

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I'm trying to install a Plantronics SupraPlus HW251N to a Polycom VVX-311 but the phone isn't detecting it at all. I went through the phone settings and set the headset to "Plantronics", the phone rebooted but there was no dial tone coming from the headset nor could it make calls out.
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Kevin Tam

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Posted 9 months ago

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Cecile Glassy, Champion

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Here are a few things to check:

1. Did you double check you have the interface plugged into the headset port not the handset port on the back of the phone?

2. If that Plantronics model needs a HookSwitchAdapter - do  you have the right version for it?

3. Did you double check if that particular model requires the HookSwitchAdapter choice checkboxed in the phone hardware via the web interface?
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Kevin Tam

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Alright I checked all of these in order.

1. I have the interface plugged into the correct port

2. I have a Hook Switch Adapter connected to the headset.

3. I don't know where to set this option on the web interface, I set the physical phone to the Plantronics HookSwitchAdapter and still nothing.

Anything else I can try?
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Cecile Glassy, Champion

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Do you know what version of firmware is in the handset you are trying to program?  In the web configuration utility Go to   Preferences > Additional Preferences     Check if the headset mode is ENABLE   or DISABLED 
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Kevin Tam

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I have no idea where to find this, when I go into the settings of the phone on the web I don't see this setting anywhere. Where can I find this? I'm using a VVX-311, not a VVX-500.
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Cecile Glassy, Champion

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You may need to have administrator level access --- your support team at RingCentral will be able to advise you if you open a ticket --- or we may have other Admins here with that phone model series who can assist further
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Saadet - Community Support, Official Rep

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Hi Kevin,

I would suggest contacting either Polycom or Plantronic's Support Team. I verified that the headset you purchased is compatible with the phone - either company would have more information regarding how to properly set up the headset. 
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Kevin Tam

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I contacted Plantronics and they told me that I needed a different cable for the headset. They recommended one for me and I ordered it.
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Saadet - Community Support, Official Rep

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Awesome! Glad they could help :)