3cx client, desk phone mode calls fail

[MathiasSF]

Hello,
I might be answering my own question, but our receptionist uses the 3cx client and a physical desk phone.
When the client is in softphone mode and in the receptionist view they cannot drag and drop calls to transfer, if the client is changed to desk phone mode, then calls can be drag and drop transferred, but while in desk phone mode the receptionist cannot start calls through the client and have them ring on her desk phone. she must then physically dial the extensions on the desk phone.

Is that how it is supposed to work?

Thank you,

 

[YiannisH_3CX]

Hello @MathiasSF

If the receptionist has the appropriate rights then it is possible to drag and drop calls in both modes. Obviously the phone has to be in desk phone (CTI) mode to be able for the phone to ring when the call is initiated from the client.

 

[MathiasSF]

Hello YiannisH,
The receptionist already has the proper rights, but when in softphone mode she can't transfer calls, dragging and dropping the calls just does nothing same with right clicking them and entering the extension to transfer them to, when changing to CTI mode then she suddenly can, but then she can't start calls with the 3cx client, it does start a call and gives the option to end it, but it never actually connects to anyone it just goes blank where it would show who its calling.
I have removed and re-added her permissions to try and "Refresh" them, as well as restarting the client and the desktop, but so far no luck.
Thank you,

 

[YiannisH_3CX]

Do you have the same issue with another extension or is the issue only with this specific extension? What if you provision the client on a different PC? Can you replicate the issue?

 

[MathiasSF]

just for re-confirmation but when the softphone client is in desk phone CTI mode, you can't start a call using the softphone client correct, it must be entered on the physical desk phone?

 

[YiannisH_3CX]

just for re-confirmation but when the softphone client is in desk phone CTI mode, you can't start a call using the softphone client correct, it must be entered on the physical desk phone?

That is not correct, when the softphone is in CTI mode you should be able to start a call from the client which will then send the call to the IP phone so you can talk from that. Any additional input after the call has been established needs to be done through the IP phone