3CXAppForWindows Keypad Non-Operational During Active Call

[Reece Cawthorn]

Hi,

I am currently encountering an issue with the 3CXAppForWindows whereby the keypad is non-operational during an ongoing call.

For example, when dialling out to an IVR and being prompted to press "Option 1", pressing the number 1 on the 3CXAppForWindows Keypad yields no result and does not interact with the destination dialled (i.e. does not progress the call further through the IVR).

I have tested this on different extensions, different instances and to different destinations; all of which encountering the same issue.

This does not occur via the Web Client or Mobile Application following testing.

Any suggestions on how to resolve this would be greatly appreciated.

 

[ChrisC_3CX]

Just so that we first get a better understanding of the situation, could you provide the information mentioned here: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Also:
1. What exact version of the 3CX Windows App are you running? (check under Settings >> Advanced >> About)
2. You mention testing different extensions, have you tested different PCs running the 3CX Windows App as well?
3. Try creating a test IVR with a few options on your PBX and make an internal call from the 3CX Windows App to the test IVR. Can you make selections there?

 

[Reece Cawthorn]

Hi Chris,

Thank you for getting back to me on this point!

Apologies, I appear to have mixed up the terminology whilst outlining the issue I am facing.

The issue is being experienced on the WEB CLIENT (via the updated link in the Welcome Email), but has been proven to work successfully on both the mobile and windows soft clients.

To re-iterate, users are able to use the keypad to make calls, however once the call is established, entering numbers via the keypad (point and click on the numbers within the Web Client) does not register with the called system/PBX and the call cannot progress.

The Web Client is run on Microsoft Edge on updated Windows PC's.

This has been tested using 2 different extensions on 2 different PC's with the customer on-site, both of which exhibiting the same issues.

The external tests carried out have been to a Gamma-based IVR and an external paging system, both of which we have been unable to interact with once the call has been established.

Please let me know if I can provide any further additional information to progress this further!

 

[ChrisC_3CX]

I see, are you running the latest version of 3CX? Could you please provide the relevant information mentioned here: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/
Also, have you only tested with Microsoft Edge or other browsers as well such as Google Chrome?

Please try the following and let me know what happens:

1. Access the Management Console, create a new test extension and make no changes to it

2. Navigate to Digital Receptionist and create a test IVR with a few options

3. Using the latest version of Google Chrome, access that extension's webclient, and make a test call to that IVR, check if options go through

4. If that works, also try making an outgoing external call to an IVR and check if it still fails