Webex Calling (Desktop) – Headset Controls Not Working

Issue / Error

Users may experience problems with headset controls in Webex, including:

  • Mute button on the headset does not sync with Webex
  • Answer/end call buttons do not function

Cause

These issues are often caused by driver mismatches, unsupported headset models, or use of Bluetooth Low Energy (BLE) mode, which does not support call control features.

Solution

Headset Control Troubleshooting Steps

  1. Update headset firmware using the vendor’s software:
    • Plantronics/Poly
    • Jabra
    • Logitech
  2. Confirm the user is not connected through Bluetooth Low Energy (BLE), as BLE breaks headset call controls.
  3. Install or open the vendor’s desktop management application:
    • Plantronics Hub
    • Jabra Direct
    • Logitech Sync

    Use these tools to update or repair headset drivers.

Environment

  • Webex App
  • Plantronics/Poly headsets
  • Jabra headsets
  • Logitech headsets
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