3cx Windows Client (and Outlook) fails to call the phone (CTI)

[switch2asp]

3CX latest install of everything (on promise, on server, windows) All was a working situation with a desktop phone Snom D765 and Windows 7 Pro and Outlook and a Windows Client.
I have a new phone, configure the phone (Snom D785 with latest firmware) identical as the D765, and now calling from Outlook isnt working anymore. Also calling straight from the Windows Client fails. It does not reach the phone.

I attach the other phone as well, choose in the windows 3cx client the 765, and now is working normally!
Why cant it communicate with the new SnomD785 ?

 

[switch2asp]

Anyone?!

 

[YiannisH_3CX]

Hello @switch2asp

So the issue is with only with the D785 device correct? If that is the case then how is the phone provisioned? Local or remote to the PBX? How is the client connected to the PBX? Are the phone and client on the same subnet of the LAN? Also does it work when using the web client?

 

[switch2asp]

Hello Yiannish, Yes that is correct. It is only with the D785.
Now I connected them both (the D765 and D785) at the same time (all on same network, same lan etc) it is configured idential as the D785. So if I switch2 softmode and switch back 2 CTI and choose the D765, all is functioning normally. (and I can dial from the 3CX Windows Client) If i now switch to softmode, and switch2 CTI again, and choose the D785, it does not connect to the Phone (making the call)

The strange thing is, that if I dial manually from the phone, the other way around is functioning normally. Meaning that as soon as I dial, it is perfectly showing the dialed number on the Windows Client.

 

[switch2asp]

Also calling from the Webclient is functioning normally!

 

[YiannisH_3CX]

What PBX version are you running? You can see the exact build number on the Dashboard, under the Information column next to the licence version. For example 15.5.15502.6.

 

[switch2asp]

Professional NFR 15.5.15502.6
(and Phone firmware is: 10.1.27.1) latest 3cx Firmware

 

[YiannisH_3CX]

Just tested this on a local machine with the same model phone and CTI is working properly so you might need to deploy wireshark and capture the communication between the client and the phone to determine what is the issue. The communication is through http directly between the phone and the client.

 

[switch2asp]

But isn't that weird? If i connect my D765, it immediately is ok. And also from the web client it is functioning fine (also to the new phone) except from the Windows client to the new phone.

 

[YiannisH_3CX]

Yes that is weird that is why i suggested you need to run a capture to see if the communication between the client and the phone is OK. The web client which i would recommend using is using a more advance way to control phones. While the 3CX client for windows uses http the web client uses CSTA which is more advanced and more reliable.

 

[switch2asp]

I fully understand, but the main reason why i use the 3CX Windows Client, as it is using/communicating the Outlook connection. And I am calling from Outlook!!!

 

[Evolute IT]

I fully understand, but the main reason why i use the 3CX Windows Client, as it is using/communicating the Outlook connection. And I am calling from Outlook!!!

Run the packet capture. It will help 3CX determine where is the issue. It might be that your Client PC is blocking certain outbound connections.

 

[switch2asp]

Hello Frederick, I will try to tun the packet capture, and see where it gets stuck. But dont think that is the issue, as soon as I also connect the D365, and choose it, it works just fine!

 

[Evolute IT]

Hello Frederick, I will try to tun the packet capture, and see where it gets stuck. But dont think that is the issue, as soon as I also connect the D365, and choose it, it works just fine!

Are you using the official 3CX template to provision both phones? If not, verify that CTI is enabled on the phone.

Also, I really suggest (like @YiannisH_3CX said) you use the WebClient. uaCSTA is much more stable than CTI and works best. It might just do the trick.

 

[switch2asp]

Yes I am, and calling from the WebClient is just working fine, but the thing is, that I always am calling from Outlook Contacts directly!