Solved 3cx client for Windows starts in Deskphone CTI mode

[GeorgeTs]

Hello,

We are using 3cx v18 and noticed that each extension's 3cx for windows client, is starting in Deskphone - CTI mode, instead of the Softphone mode that we have configured for that extension under Extension Settings - Phone provisioning - Call control.

Is there anything we could do about that?

The process we follow is fairly simple: We send the Welcome email for each extension, they download and install 3cx for windows, then double-click on the email's config file.

Thank you,
George

 

[Alphabetic]

When you say 3CX for Windows are you referring to the newest client (Dialer) or the v16 client?

 

[ChrisC_3CX]

If you have "Softphone" selected under "Extensions >> Edit >> Phone Provisioning >> 3CX App >> Call Control" then it should not default to CTI mode. Does this happen for new extensions and PCs that did not have the 3CX Windows App installed at all?

Try the following and let me know what happens:

1. Create a new test extension and make sure that "Softphone" is selected under "Call Control".
2. Uninstall the 3CX Windows App from a PC and then, completely delete the following folders:

C:\Users\%USERNAME%\AppData\Roaming\3CXPhone for Windows\

C:\ProgramData\3CXPhone for Windows

3. Download the latest version of the 3CX Windows App from 3CX's Customer portal and provision the new test extension. Does it still default to CTI mode?

If the above doesn't work, there is a similar thread here that you might want to check out: https://www.3cx.com/community/threads/3cx-suddenly-defaulting-to-cti-mode.78999/

Note: The above provided that you're talking about the 3CX Windows App and not the new 3CX Desktop App.

 

[GeorgeTs]

Hello,

This is spotted with the 3cx client found here: https://downloads-global.3cx.com/downloads/3CXPhoneforWindows16.msi

This is the classic 3cx for Widnows Desktop client, as I used to know it, but please let me know if the naming has changed.

Uninstalling the client, deleting the folders you mentioned above and following the installation process all over again with a new welcome email, triggered a message "there is an update available". I installed the update and indeed, the client is now in a Softphone mode.

I am definitely having the same issue as described in the thread you shared above.

 

[ChrisC_3CX]

I am definitely having the same issue as described in the thread you shared above.

Could you try what is described n that thread? Resend a Welcome email for an affected extension and download the .3cxconfig file from it. Edit it with a text editor and search for the "<UseCTI>" element, what value does it carry, is it empty perhaps?

Also, do you happen to know if these extensions where imported or created via the 3CX Management Console?

 

[GeorgeTs]

All the extensions were created from scratch, but there is a chance that some extensions were created as a copy of others, if that matters.
At this moment all the users have switched to Softphone, per our instructions.
I edited a bunch of extensions, added my email (instead of the real users' emails) and sent welcome emails to myself. All the extensions I tested, had a .3cxconfig file with the value "false" in the UseCTI parameter:
<UseCTI>false</UseCTI>
Very odd.

 

[ChrisC_3CX]

Great! If "UseCTI" is set to false then they should be starting up in "Softphone" mode meaning it should now be fine.

If the issue does persist or occur for any extensions, just edit those extensions one-by-one, go to "Phone Provisioning >> 3CX App" make sure "Call Control" is set to "Softphone" and re-apply the settings by clicking on "OK" on the top. Relaunch the 3CX Windows App and it should again start in softphone mode from now on.

 

[GeorgeTs]

Thank you @ChrisC_3CX
Two more questions, please, before this is closed:
- Why did this happen in the 1st place? An interop issue between phone system v18 and windows client v16?
- In your comment above you asked if we have 3cx Windows app or 3cx Desktop app. In my mind, both the above concerned the same thing: https://downloads-global.3cx.com/downloads/3CXPhoneforWindows16.msi So, What is the difference?

Thank you,
George

 

[ChrisC_3CX]

Why did this happen in the 1st place? An interop issue between phone system v18 and windows client v16?

To answer this with certainty we may need to investigate further possibly involving reviewing logs too. The thread I linked to involved extensions synced via O365 however this is not the case here correct? On top of that, the <UseCTI> element was populated in your case meaning it's weird that you even had this issue in the first place.

In any case, if this for any reason does happen again it may be necessary to take the case up with 3CX Support who can take a much more in depth look at this.

In your comment above you asked if we have 3cx Windows app or 3cx Desktop app. In my mind, both the above concerned the same thing: https://downloads-global.3cx.com/downloads/3CXPhoneforWindows16.msi So, What is the difference?

With 3CX v18 we released a new 3CX Desktop App as well. It's essentially an independent electron app and it's UI is based on the new 3CX Webclient: https://www.3cx.com/blog/releases/v18-alpha-5/

That said, the 3CX Windows App (aka 3CX Phone for Windows) is still supported with v18 so you may continue using it if you prefer.

 

[GeorgeTs]

Thank you @ChrisC_3CX
I just installed the new version and made some brief tests, seems to work just fine.
But I have to confess, I am always cautious seeing WebRTC used instead of SIP/RTP, as this makes troubleshooting almost impossible. Both signaling and media (SRTP) are encrypted.
With the v16 client, capturing a trace on the PBX allowed seeing the SIP signaling and listening to the RTP audio in Wireshark, which was crucial for troubleshooting when signaling or audio issues appeared.
Is WebRTC the future for 3cx clients?

 

[ChrisC_3CX]

Well WebRTC is what has been used for the 3CX Webclient and what is used now for the new 3CX Desktop App so, at least for these clients I would say yes. What technologies will be chosen and used however will of course depend on a lot of factors such as the platform, the security they offer, scalability, etc. That said, you can never say for sure what the future holds

 

[GeorgeTs]

Thank you @ChrisC_3CX
Actually we always preferred the Desktop client (instead of the Web client) because the WebClient was using WebRTC, which is impossible to debug.
So, it's kind of weird for us to know that this is - at least - the near future.
Thank you for your response anyway.
Please feel free to close this thread.

 

[ChrisC_3CX]

Actually we always preferred the Desktop client (instead of the Web client) because the WebClient was using WebRTC, which is impossible to debug.

Understood, though, as mentioned previously do bear in mind that the 3CX Windows App (aka 3CX Phone for Windows) is still supported with v18 so you can continue using it.