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Polycom IP6000 external microphone mute not working

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Occasional Visitor

Polycom IP6000 external microphone mute not working

I am using a IP 6000 with two external mics (PN 2201-07115-601) and the mute button does not work.

The mute button on the phone works correctly, and when the phone is muted, the LED on the external mics goes from Green to Red (and back).  But the buttons on external mics do not place the call in mute.

I have two external mics, and both do not work for this function.   Any idea where to look or what to try? 

 

Thanks in advance

Message 1 of 4
3 REPLIES 3
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Polycom Employee & Community Manager

Re: Polycom IP6000 external microphone mute not working

Hello jkohout,

welcome to the Polycom Community.

It is always useful to include the currently used software version as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes.

The above is also stated in the "Read First: Welcome to the Polycom VoIP Forum"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: Please check here

In addition the part number should be 2201-07155-605 so not sure if that is a typo on your end or wrong microphones.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 4
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Occasional Visitor

Re: Polycom IP6000 external microphone mute not working

Software versions:

UC Software Version 4.0.8.1608

BootROM Software Version 5.0.8.0935

 

Yes, typo on the PN: 2201-07155-601 for the microphone

 

 

Message 3 of 4
Highlighted
Polycom Employee & Community Manager

Re: Polycom IP6000 external microphone mute not working

Hello jkohout,

I cannot find any similar issues internally. 

 

  • Is this a newly purchased IP6000 or a used unit / Microphones?
  • Has this ever worked in the past?
  • I would suggest you turn on key logging and try and see if you can see the key being pressed in the logs.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 4