3CX Client (CTI) not showing incoming call / CTI & softphone default

[Mischa Sz.]

Hi!

We have the following setup:

- Terminal Server (Citrix XenApp) with 3CX client in CTI mode
- Windows computers with 3CX clients in softphone mode

Calls are made through the locally installed client. The 3CX clients running on the terminal server should be used for CTI (Outlook integration etc.).

We now have two major issues:

1. The 3CX client on the Terminal Server is not showing incoming calls (same issue as https://www.3cx.com/community/threads/3cx-client-in-cti-mode-does-not-show-incoming-calls.51287/). Therefore, Outlook integration for incoming calls is not working.

2. We need a way to default the 3CX client on the Terminal server to CTI mode and the locally installed 3CX client to softphone mode. I'm aware of the settings in 3CX > Extensions > Phone Provisioning... - however, this doesn't help as we need to default one installation to CTI and the other to softphone (for the same user).

Any idea how we can accomplish this and solve the issue?

Kind regards
Mischa

 

[YiannisH_3CX]

Hello @Mischa Sz.

As far as i understand you are using 2 clients on the same extension without physical phones. One is in CTI and one is on softphone mode.

If this is the case then please note that when a client is in CTI mode, it does not have any SIP connection to the server and will not ring without a physical phone connected on the extension. Since on client cannot control another client in CTI then this will not work.

Regarding your second question since both clients are under the same extension you cannot separately default one to CTI and one to softphone since the control is under the management console and is extension based so it will affect all clients under the extension.

You can post this as a feature request in our ideas section of the forum where it can be upvoted by other users and evaluated by the appropriate department.

 

[Mischa Sz.]

Hi @YiannisH_3CX

Thanks for your answer and your help.

Best regards
Mischa