3CX Windows App CTI not working on some extensions since Update

[Ek Sips]

Our 3CX server was updated to 15.5 SP5 3 weeks ago.

We have just discovered that *SOME* (not all) extensions will not function with CTI. Note that the firmware on the phone is the most recent revision (Yealink T46G 28.81.0.110). It seems that any extensions (IE: Extension #1) created prior to the update from 15.5.4 to 15.5.5 still function. Example: when the Windows App is configured with the Extension #1 loaded, and the desk phone configured with Extension #1, CTI functions normally. Call control is selected for "IP Phone".

However, when we use an extension created after the update 15.5.5, CTI fails. Example: when the same Windows App (same computer) is configured with the Extension #2 loaded, and the desk phone configured with Extension #2, CTI fails. Both extensions (all tabs in admin console) are configured IDENTICALLY.

We have verified this behaviour with 20 different extensions, 20 computer configurations, and 20 different Yealink T46G devices all on the most recent firmware and stock template.

Help???

 

[YiannisH_3CX]

Hello @Ek Sips

Can you please confirm the version of your installation? You can find the build number on the dashboard next to the licence tab.
Are the phones provisioned with the latest default templates? Are the phones and clients in the same network?
When you say CTI fails, what do you mean? Do you get an error on the client?

 

[C6Support]

Hi YiannisH

Sorry to jump onto someone elses issue. We have exactly the same problem at a client site. We have version 15.5.3849.1. Yes our phones have the latest templates. We have no Vlans, both phones and PC's are on the same network. When we click to make a call the softphone looks as though the call has gone through to the phone but nothing happens on the phone. The green phone turns red but nothing happens. I have removed AV and turned off the local firewall.

please help!!

 

[YiannisH_3CX]

Hello @C6Support

What type of phones do you have and what firmware are those on?

 

[C6Support]

We have Yealink T46s with 66.81.0.110 I have also tried 66.82.0.20. We have tried provisioning and a manual install.

 

[YiannisH_3CX]

The phones are installed as local extensions?The server, the pc's and the phones are on the same network?

 

[C6Support]

Yes and Yes. Have you got any ideas?

 

[YiannisH_3CX]

We have exactly the same problem at a client site.

Does this mean you have some phones that are working and some phones that are not working? What if you factory reset a phone and reprovision it? Also try sending a new welcome email to the windows client to see if that works

 

[C6Support]

Yep, we have 2 extensions working out of 18. These are using two phones. T46s and a W56p. The CTI is setup to use the T46s and works fine. I have re-provisioned from factory and done a manual setup. I have sent a new welcome email and that has made no difference.

 

[YiannisH_3CX]

Please check your inbox as i have sent you a p.m. requesting for some files to further troubleshoot your issue.

 

[jsrobo]

Please check your inbox as i have sent you a p.m. requesting for some files to further troubleshoot your issue.

Has anyone found a solution for this? I am having the same issue with a brand new install.

 

[poynter.net]

Same issue here, since installing the beta of SP2 CTI mode does nothing at all when you press the call button.
Yealink SIP-T28P 2.73.0.60
15.5.6354.2