Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Hardware Mute button support on Polycom (Poly) Edge Phones

    Posted 11-05-2024 14:03
    No replies, thread closed.

    I have a Poly Edge 300 phone and a Polycom VVX 600 phones and I have the same problem on both:
    Hardware Mute button on the phone does NOT light up when you press 'mute' on the Genesys Web UI.

    I found an old post from 2018 "hardware mute" which was not yet supported by PureCloud:
    https://community.genesys.com/digestviewer29/viewthread?MessageKey=75395bca-7b45-4e09-bbf6-373351cad885&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer


    Does anyone know if there is a road map for Hardware Mute support for new Poly Edge phone that were recently added in October 2024?

    Reference: Poly/HP Edge E Series managed phones available in Genesys Cloud
    https://community.genesys.com/discussion/genesys-cloud-cx-release-notes-october-03-2024


    #Telephony

    ------------------------------
    Art
    ------------------------------


  • 2.  RE: Hardware Mute button support on Polycom (Poly) Edge Phones

    Posted 11-05-2024 14:38
    No replies, thread closed.

    Hello Art,

    Are you able to confirm if the phones are running PVOS Software version 8.2.2.1176 or greater?



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Hardware Mute button support on Polycom (Poly) Edge Phones
    Best Answer

    Posted 11-05-2024 16:34
    Edited by Jason Kleitz 01-10-2025 11:25
    No replies, thread closed.

    Hi Jason,

    Yes, I unboxed a brand new Poly Edge E350 phone yesterday and it is running software 8.2.2.1176
    Genesys Web UI phone controls work, except for the Hardware Mute (red light) on the phone itself.


    The only other thing I found on Genesys was an article titled "Genesys Cloud WebRTC SDK Media Utility"
    https://developer.genesys.cloud/devapps/webrtcsdk/media

    This statement suggests that there is NO Hardware Mute support possible:
    "There is no API available for the browser to know the microphone is in a "hardware mute" state."



    ------------------------------
    Art
    ------------------------------

    Original Message


Related Content