Switching call to headset or mobile device from Poly Edge e350 results in muted microphone

Forum|Forum|20 days ago
June 17, 2026
4 replies
71 views

We use Poly Edge e350 phones (current firmware 8.5.0.1491) as our primary device for Zoom Phone. We have noticed that if we answer a call on our Poly Edge e350 and then use the “Switch” feature to move that call to either a headset on a Zoom Workplace PC or a mobile device, then microphone audio is muted. You can still hear the person on the other end, but they can no longer hear you. We have a ticket open with Zoom on this, but they haven’t made much progress. I’m wondering if anyone else using Poly Edge e350 devices (or other Poly Edge models) is experiencing this issue or can replicate it? We think the problem has existed for several months, but no one reported it because it felt like a one-off issue. But once we started investigating and figured out the parameters, we can reproduce the issue 100% of the time.

E

Eliot

Community Super Champion | Partner

hi @justinmarthaler

i have a poly edge e450 8.5.0.1492 and encounter the same issue with either yealink uh34 or poly blackwire 3315. if i use pc usb speakers and logitech brio mic, no issues.

i will also open ticket. can i reference your ticket?

thanks, eliot

justinmarthalerAuthor

Participant

@Eliot - thank you for testing that out. Our case is TS2330430. It’s interesting that you were able to get it to work with PC USB speakers and Logitech Brio Mic; we couldn’t find a combination that worked. Regardless, I really appreciate you taking a look and hopefully Zoom and/or HP can get this figured out.

justinmarthalerAuthor

Participant

@Eliot - do you have peer to peer media enabled for your organization? Zoom support asked us to try turning that off. Once we did that, our ability to switch without losing microphone audio returned.