Solved 3CX Windows Client - echo

[Mike94]

Hi,

I have been experiencing so much echo when using the 3CX Windows Client v18, which is installed on the VM running in AWS. Since my customer has multiple users using the VMs in AWS, I'm trying to establish whether the issue only occurs for a single user. In the meantime however, I would like to describe roughly what they have been experiencing.

The echo seems to be only in one direction, meaning that only one party can hear themselves, whereas the other party doesn't experience any echo at all. The problem occurs even if both parties are using a headset.

My first thought is to implement some sort of QoS in AWS, but since I have never heard that this would be requirement for the 3CX Windows Client, I would like to ask for your advice before I go any further with that.

PS: 3CX is deployed in Azure, and the 3CX Windows Clients are running in AWS, so I have been also thinking to deploy a test 3CX instance in AWS, to see if this can mitigate the described problem.

Any suggestions much appreciated

 

[NickD_3CX]

Hi Mike,

The other day you were wanting to install the Desktop app in AWS WorkSpace.

Note that we don't recommend and don't test the Client over RDS or similar services when the client is on "softclient" mode, and this is just one of the reasons, symtoms like this.

Question: If you install it normally on your local laptop or PC, do you still have echo?
The echo can either be caused by either of the parties physical devices, or some kind of loopback of audio due to this RDS type of connection.
Also, to isolate the problem, you could try calling *777 (Echo Test Extension) to check if you have audio with that first.

 

[Mike94]

Hi Mike,

The other day you were wanting to install the Desktop app in AWS WorkSpace.

Note that we don't recommend and don't test the Client over RDS or similar services when the client is on "softclient" mode, and this is just one of the reasons, symtoms like this.

Question: If you install it normally on your local laptop or PC, do you still have echo?
The echo can either be caused by either of the parties physical devices, or some kind of loopback of audio due to this RDS type of connection.
Also, to isolate the problem, you could try calling *777 (Echo Test Extension) to check if you have audio with that first.

Hi Nick!

Apologise for my late reply but it’s been quite busy for me recently!

It turns out that the source of the issue was the Steam client installed on my customer’s local PC, which he’s been using to connect to his AWS VM. I know it sounds ridiculous, but after disabling the Steam, the problem is gone. It’s quite possible that this is just a coincidence, but I have asked my customer to keep monitoring the behaviour of the 3CX desktop client.

I know that it’s not recommended to use the windows client over RDS, but the customer wants to do it anyway. As expected the new v18 client works perfectly well on a local PC or Laptop, without any echo.

Also, thank you for letting me know about the Echo Test Extension, as I have never heard about it before, till now

We can close this topic, as I seem to have found the resolution to it.

Thank you for your help

 

[NickD_3CX]

Glad you got it all figured out! Oddly enough this makes sense, Steam does install a Virtual Audio Device if I recall correctly, but I think that can be disabled somewhere in its settings.

Marking this one as 'Solved'.