Chapter 10: Troubleshooting - Dell Pro Wireless Headset User Manual

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Troubleshooting
Table 5. Dell WL5022 troubleshooting
Issue
The headset audio is not working as expected when
connected to my computer.
1. During a call, nobody can hear me
2. During a call, I can't hear anybody
3. Music is not coming through my headset
4. When I play music and a call comes in, the music is too
loud or doesn't pause
My headset call control is not working as expected when on a
softphone call.
How do I interact with Microsoft Teams or Skype for
Business?
Does my Microsoft Teams-enabled headset work with other
softphones?
The headset audio is cutting out during softphone calls.
The headset talk time is not accurate.
20
Troubleshooting
Troubleshooting
Resolution
1. Configure the headset sound on your computer using the
Dell Peripheral Manager app.
2. Ensure that only one softphone application is opened at a
time.
3. For best performance, ensure your headset firmware is
up-to-date. See
Update
Check the following:
1. For best performance, ensure your headset firmware is
up-to-date. See
Update
2. Ensure that only one softphone application is opened at a
time.
3. If required, enable headset control (answer/end and mute)
functionality using the Dell Peripheral Manager app.
4. Ensure the softphone you are using is supported by the
Dell WL5022.
1. For Microsoft Teams, tap the Call button to interact.
2. For Skype for Business, press and hold the Call button for
2 seconds to interact.
3. Select the headset as the target audio device through
Windows settings.
Yes, while your headset is optimized for Microsoft Teams, it
can be configured to use with other supported softphones.
Select the headset as the target audio device through
Windows settings.
When you configure another softphone, the Call button:
● Doesn't interact with Teams.
● Doesn't go to Teams notifications.
● Will not launch Cortana.
• You may be experiencing Bluetooth density issues. Use
density-friendly corded mode. See
USB).
Deplete your headset battery and then fully charge to reset
the accuracy of the talk time prompts.
firmware.
firmware.
Corded mode (audio over
10

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