When using the Windows App, the Yealink WH64 does not ring or answer on headset pickup. 3CX V20

[Rob Hughes]

When the 3cx Windows app is open, the Yealink WH64 dock does not ring, or answer the call when the headset is picked up from the dock, if I close the Windows App, and open the PWA, the functionality is back, the dock rings and the call is answered when I lift the headset, I am on the latest version of the PBX, Windows App, and Yealink firmware. The WH62 works perfectly with the Windows App.

 

[Alexandre Peloquin]

We are experiencing the same issue with answering or hanging up using the headset. We do hear the ringing on our side.

Interestingly, on Yealink's website, the 3CX logo appears on the WH64 product page, and we also received a promotional email where the 3CX logo is featured alongside the WH64.

For comparison:

The Yealink WH62 and WH63 headsets work perfectly fine with the 3CX Phone.

The WH64 works flawlessly with Microsoft Teams.

Here is a summary of the tests we performed:
Test performed on 3CX Windows Softphone V20, version 20.0.664.0.
I connected the WH64 headset. I confirmed that it is up to date. I confirmed that 3CX is up to date. I changed the headset in 3CX to the WH64 in: Micro, Speaker, Ringer. I selected the WH64 in the headset settings.
I performed call tests, tried to answer without success. I tried to hang up without success.
I restarted 3CX and repeated the tests, still without success.
I ran a test on Teams and was able to answer without any issues.
I tested with my WH63 and it worked immediately.


https://www.yealink.com/en/product-detail/headset-wh64

 

[gregory.b]

Hello,

Are you still having the Issue with the WH64

I have a client who want to take this model for his 3CX Users

 

[Alexandre Peloquin]

Hello,

Yes, we are still experiencing the issue.
We have also opened a ticket with Yealink and are currently waiting for their response.

Hello, yes we still, have the issue. We have open a ticket with Yealink too and we still wait.

 

[gregory.b]

Hello, yes we still, have the issue. We have open a ticket with Yealink too and we still wait.

Thank you for the Feedback,

As i have a client that want the same model for 3CX also

i will advise not to use it then.

 

[Corsin]

Hello everyone,

I’ve encountered the same issue as described here and wanted to share some additional details I’ve discovered while testing the Yealink WH64 headset with the 3CX app. Based on my testing, it appears that the issue of being unable to answer or end calls directly from the headset only occurs on Windows 11 devices. On my personal device running Windows 10, I haven't experienced this problem.

Additionally, if you install the 3CX V18 app in combination with the Yealink WH64 headset, the issue does not seem to persist. This could be a temporary workaround until Yealink addresses the problem.

Hope this helps!

@Alexandre Peloquin did you recvice any update on the Yealink Ticket you opened?

Strangely, in this Yealink User Guide, Yealink claims they have tested this exact model with the V20 app and it passed everything in their Remote Call Control Test, except the double-press to redial the last call. I'm assuming they might have tested this on a Windows 10 device?

 

[Corsin]

Hey guys,

I have found a way to get the Yealink WH64 working with the new 3CX App, even on Windows 11.
If you are encountering the issue discussed in this thread, please follow the steps below:

1. Set up the 3CX App and Yealink USB Connect according to Yealink’s official guide.
2. Close the Yealink USB Connect application.
3. Close the 3CX App.
4. Restart the 3CX App — from this point onward, do not reopen the Yealink USB Connect application.

All functions of the Yealink WH64 should now work as expected.

 

[ITD Bastien]

Hello,

Same problem with the WH64. The workaround works, but sometimes it doesn't.
Yealink has been aware of this issue for a long time and provided me with the same workaround described above ... Except this isn't the normal way to operate.

Do you have any other solutions ?

OS : Windows 11 Pro 24H2
Firmware : 34.420.0.5

Ty

 

[Alexandre Peloquin]

Hello,
Here the answer of Yealink.

Simon_yealink Reply Issue

Dear Alexandre,



It's a new issue coming along with the 3CX latest software version. We've reported this to 3CX, they will update the SDK file and this issue can be resolved in their next software version. For now, we recommend you keep the Yealink USB Connect close while using the 3CX V20.



Best Regards,

Simon

 

[ITD Bastien]

Hi,

Thank you for your reply !

 

[ThomB_3CX]

@Alexandre Peloquin the new 3CX beta has the yealink sdk updates. Please recheck from your end.
https://apps.microsoft.com/detail/9NL6L9SQ8XBB?hl=en&gl=CY&ocid=pdpshare

If this is still an issue, please forward to Yealink

 

[David Forster]

So the latest 3cx windows app update fixed a lot of issues to do with the WH64, however one remains. The answer and hang-up button now work, however if you place a call on park and take it back the headset buttons no longer work. It's as if the call taken back off park is now treated as a windows audio stream and not call audio. Could this be something to do with the headset template in the Windows app and how it's dealing with re-invites prehaps?