3CX and Sennheiser headset D10 - button to answer problem

[Evaneo]

Hello,

The reception of the society for which I work uses a 3CX solution with a Sennheiser D10 headset phone.
For quite some time, the person at the reception regularly tells me that she can no longer use the headset button to answer the phone.

I have tried everything :

I followed all the prerequisites mentioned in the documentation provided on Sennheiser's website
I reinstall all the programs several times (Headset Pro, Sennheiser Updater and 3CX plugin) and update as soon as possible.
I have run all the programs as administrator.
I changed my headset phone for another D10.
I tried several possible configurations.
I tested on another PC.

Unfortunately the problem persists randomly.

This will sometimes work for a few hours without problems while sometimes it will work only once and then the answer button will not work anymore.

2 solutions to solve the problem, the main one being to close 3CX phone client and to reopen it.
The other (much more rarely) solution is to close 3CX + Headsetup Pro and Sennheiser Updater and restart everything starting with Sennheiser software.

The person working at the reception unfortunately does not always have the possibility of executing these manipulations because of the large number of calls that it receives.
It becomes very annoying

Has anyone ever met this problem ?
Would anyone have a solution please ?

Thanking you in advance.

 

[JohnS_3CX]

Thanks, everyone please state your exact versions please like the example below:

PBX Version: 16.0.2.910 Debian
3CX Client Version: 16.0.1.81 Windows
Sennheiser HeadSetup: 3.2 (11230) Windows
Sennheiser 3CXPhone Plugin: v3.2.9301

 

[Vinnied]

3CX client version 16.0.1.81
Sennheiser Headsetup pro 3.2.11230.0
Sennheiser 3CXPhone Plugin: v3.2.9301
Sennhesier SDK: 7.2.9105.0
PBX: 16.0.910 debian

Headset: Sennheiser MB Pro 1 UC

 

[Vinnied]

Thanks, everyone please state your exact versions please like the example below:

PBX Version: 16.0.2.910 Debian
3CX Client Version: 16.0.1.81 Windows
Sennheiser HeadSetup: 3.2 (11230) Windows
Sennheiser 3CXPhone Plugin: v3.2.9301

Do you have any update in this case?
Also created a 3cx ticket but no awnser: #480068

 

[Evaneo]

Hello,

After a few days of testing, I confirm that it has been better since I uninstalled HeadsetupPro.

However, sometimes the phone rings and a different display is displayed on the 3CX client.
Instead of having the two buttons "answer or refusal", it appears "audio or video" and when this unusual display appears, the button to pick up on the headset does not work.
The 3CX client is rebooted and the answer button is re-working properly (even with the unusual "audio or video" display).
The problem is very weird...

Do you know why from time to time there is this non-usual display ?

 

[JohnS_3CX]

Yes, but this is completely unrelated.

It means you are receiving a call that supports both audio and video (for example if you have a door phone with video or someone is video calling you). In those cases the client needs to offer you both options and there is no default answer scenario. Where were those calls coming from if you remember?

 

[Vinnied]

Why is this unrelated, if that is causing the problem with the pick up button. Maybe its the way how the call is offered to the 3cx client.

Did you already try to replicate this problem John? or your support?

 

[JohnS_3CX]

Sorry maybe I was not clear, I will explain further:

Case A
If you receive an audio call invite (ie. from a deskphone), of course you will only see the "answer" button appearing on the desktop client. If you press the Sennheiser headset button it will answer the call.

Case B
If you receive a video call invite (ie. from the webclient), the desktop client shows 2 options so you can choose to either answer in audio or video mode. If you press the Sennheiser headset button it will answer the call as an audio call by default.

This is tested and it behaves this way that I described, on the latest software as seen below:

Headset Sennheiser DW Pro 2 with FW v160
Windows client 16.0.1.81
HeadSetup Pro 3.2(11230)
Sennheiser 3CX Plugin 3.2.9301
PBX V16.0.2.910

When I said unrelated I meant that whether you are offered a call as only audio or as audio+video there is no special default for case A or case B that would make a difference. If you press the button on the headset, you will pick up the call in audio mode for both cases always because it's effectively the same thing. I hope this was more concise, let me know if you need any further clarification

 

[Evaneo]

Hello,

John : Calls come from cell phone and landline.
In both cases, this can bring up the unusual display.

So I would like to know how the 3CX client can detect video while the sender of the call does not have video on their phone.

If only it would be possible to disable this unusual display, it would completely solve the problem.
Because for the moment, the person taking calls at the reception is obliged to restart the 3CX client once or twice a day

 

[JohnS_3CX]

There is a way to detect this. You need to run a capture during one of those calls, and see what is being sent to the desktop client.

You can also try to remove the option PBX Delivers Audio from the Extension's Options tab.

Regardless though, I can confirm from testing that whether you see "Answer" or "Audio / Video" on the rigning client, the Sennheiser button should always answer your call.

 

[Evaneo]

Hello,

I'm sorry but I have not found how to do the things you tell me. Could you tell me exactly how to do it please ?

Thank you in advance.

 

[JohnS_3CX]

First try the easy option:

1. Log in to your management console
2. Go to extensions
3. Find and click one extension that we will use as a test subject
4. Go to the Options tab of this extension
5. Scroll down to the Troubleshooting box
6. Set the options like here
7. 
8. Press OK to save

Use your client normally now and see if the option "Audio / Video" stops appearing when you receive calls.

 

[Evaneo]

Hello,

Thanks for your feedback
I applied what you told me and it does not seem to work. The "video or audio" button is always displayed.
Is it necessary to restart the phone completely for it to work ?

thanks again

 

[JohnS_3CX]

Ok now, try the opposite, enable PBX delivers audio on the extension.

No it should not be necessary to restart anything, it is handled by the PBX immediately as soon as you change the option above.

 

[Evaneo]

Hello,

Despite having reactivated "PBX delivers audio", the problem still the same.
Other ideas ?

Thank you in advance.