3CX Webclient on Chrome not ringing

[PhilK]

Hello 3CX Support,
We use the 3CX webclient 80-90% of the time in our company, based on Google Chrome, but without the 3CX extension. For the last 2-3 weeks we have had an increasing problem with users complaining about missed calls. In the meantime, I have also had the problem, but as an admin, unlike most others, I have the advantage of having the 3CX app for Android on my smartphone. Additional information: We use Sennheiser/EPOS D10 USB with EPOS Connect software and have enabled headset integration for Sennheiser in the web client.
Now the problem: the 3CX webclient has recently stopped ringing when not used for some time. As a result, more and more colleagues are missing calls, which is rather bad in customer service and in the HR department, for example. It has also happened to me a few times, but then the Android app rang. I wondered what was going on, why the webclient wasn't ringing. When I opened the web client, or when I brought it to the foreground, because it was already open, the Sennheiser D10 station rang immediately. However, only then and not before.
Unfortunately, I have not yet been able to find out what the problem is. I would not say that it started directly after the update to Build 16.0.8.9. Of course, Chrome is always updating and Win10 runs up-to-date on most of our machines, except for differences in the installed feature updates, whereby my notebook including the feature update is up to date.

I hope the problem is perhaps already known and not only a problem for us. Maybe you can reproduce the problem and find a solution. My tendency is always towards Google Chrome updates, which trigger such problems due to changes in functions.
The 3CX Client for Windows and the 3CX Smartphone Apps for Android and iOS do not have this problem.

 

[VasilisV_3CX]

Hi @PhilK,

Are the permission granted to the Browser Extension to 'Allow call pop-up to steal focus on incoming calls' checked?



You can check this by clicking Extensions in Google, the three dots next to 3CX then Options

 

[PhilK]

Hi @PhilK,

Are the permission granted to the Browser Extension to 'Allow call pop-up to steal focus on incoming calls' checked?

View attachment 21370

You can check this by clicking Extensions in Google, the three dots next to 3CX then Options

View attachment 21371

Sorry, please read it correctly. I said "but without the 3CX extension".
We don't like the extension
It's only the 3cx Webclient.

 

[VasilisV_3CX]

Hi @PhilK,

Ah yes, I misread that. You're completely right, we're aware of the issue and are currently looking into it.

 

[kruimel2000]

We experience the same problem with one of our customers. Is it also known if the problem also occurs with the browser Edge?

 

[Tony Cave]

Experiencing the same issue on multiple customers, and our own office setup, any ETA on a fix? it's becoming a huge problem....

 

[PhilK]

@Tony Cave @kruimel2000 The problem is getting bigger and bigger for us too. I don't get any info from any call via the webclient on bad days and would miss every call without the android app. I also get more and more feedback from other colleagues. Extension is not an option, as it is not fully functional without the webclient anyway and does not respond far too often.
@VasilisV_3CX or @Nick Galea Can you give us an update on this?

 

[N_G]

The webclient is designed to work in conjunction with the Chrome Extension. However in v18 improvements will be made in this area to allow the webclient to work independently as a Windows app (using electron) and be less dependent on chrome updates. Meanwhile though you have to use the Chrome extension.

 

[PhilK]

@Nick Galea - Sorry, I have to correct you. The Chrome Extension is designed to work in conjunction with the webclient. Not the other way.
If you now want to say that the other way round, then in my opinion you just want to avoid the problem.
All this time, the webclient has worked great without the extension, while the extension runs rather poorly and does not offer the full range of functions without the webclient. It looks like the smartphone app, but unlike the app, it cannot display the recents, contacts, voicemail, etc. itself, but always opens the webclient for this purpose. In addition, both systems have their own integration for Sennheiser headsets and audio devices. Here, too, the webclient has already been adapted to function without the extension.
Last but not least, as a customer of 3 years, I can also say that the webclient already existed when there was no extension. So here, too, the webclient was programmed to work without the extension.
I expressly ask you to reconsider this statement and hope that the reliability of the webclient can be revised again in V16.In times of home office in desktop virtualisation, the webclient has become completely accepted in most areas, apart from warehouse and returns. A fraction remotely controls the Client for Windows (on the Win IoT/embedded device) with the webclient (on VD).Of course, we have no problems with these users. The Client for Windows has worked reliably so far. But for the others, we need a reliably functioning webclient without the Chrome Extension.

 

[PhilK]

@Nick Galea excuse my language regarding the dependencies between webclient and extension, but your statement makes me very nervous, as we have so many users exclusively with webclient, which worked great until now and now suddenly is not supposed to work alone.

 

[Giuseppe Ravasio]

I agree 100% with @PhilK .
I want to stress out that in VDI (here I'm talking about Horizon) world the webclient runs way better!

 

[Giuseppe Ravasio]

@Nick Galea we were considering switching to the extension because of this bug, but it seems that there problems also on this side:
https://www.3cx.com/community/threa...chrome-extension-for-the-3cx-webclient.76782/

The funny thing is that in this thread the suggested solution is use the webclient without the extension!
There is a way to have the webclient working reliably?
Thanks