Solved Answer button is greyed out for a few extensions

[Vikas Shah]

Using 3CX Professional Version 16.0.1078 and Windows client ver 16.3.0198.

Having an issue where i cant set the windows client as the default device for calls. When i log into the web client, 4 of the extensions that i tried dont have the option for 3CX client for Windows. Only one of the extension has this option and the Windows client can make and receive calls without any issues.

With the other extensions, the Windows app works as an informational app only. When a call comes in, the answer button is greyed out. When making a call, the mobile client rings and the call is completed via the mobile client. This changes to the Fanvil phone and the web client when the options for default device are changed in the webclient.

I am trying to figure out why it works on only one extension and not the others?

I have recreated the users, recreated the used by copying the working extension but nothing brings up the 3CX client for Windows in the list of available devices.

Any thoughts would be appreciated.

Regards,
Vikas Shah

 

[NickD_3CX]

Could it be that your 3CX Windows Client is in CTI mode?

Could you check and if so change it to Softphone mode?

 

[Alphabetic]

Assuming the Windows Client is set to CTI Mode and your handset is not provisioned in LAN?

Are these STUN phones?

 

[Vikas Shah]

Hi Nick,

The phones are in Softphone mode. Tried changing it to CTI but no change in behaviour.

Hi Kieferschild,

The client is set to Softphone mode and neither the softphones (windows and android) nor the physical fanvil hanset are provisioned in lan mode.

The strange bit is where ext 205 works fine and the others dont when they have the same config.

Regards.
Vikas

 

[NickD_3CX]

Ok, is Ext 205 (the one that works) at the same remote location with the 3 Windows Clients that don't work?

 

[Vikas Shah]

Nope.. all working from home so different locations.

 

[NickD_3CX]

Then it could be something on the home network of the users...
For one of the Extensions that doesn't work, change the email temporarily to your email address, send a Welcome Email, then try from your location to see.

 

[Vikas Shah]

It turns out to be user error.

The users (both in this instance) were not actually changing the mode from CTI to Softphone as when they click on the button the mouseover used to show up as softphone as they were in CTI mode and they assumed that it has switched.

Explained to them that once they click the button, they need to select Softphone and then things are back to normal.

Thank you for looking into this and providing assistance.