Audio issue with Jabra Evolve 75 Headsets

[Marc Mohring]

Hi All,

I have a very weird issue with one of my customers. They operate a small call centre with 4-5 users per shift in a 24/7 operation.

All of the users use the Windows client with Jabra Evolve 75 headsets.
Each user has his/her own extension. They log in to a PC with their own account and then use the Windows client configured with their extension.

One of my users is having an issue where she cannot hear the caller.

I’ve listened to the recording of a couple of her calls, and both sides of the conversation are in the recording. So, somewhere between the 3CX and the user’s ear something goes wrong.

We’ve updated the Jabra app and firmware to the latest version.
I’ve triple checked the audio settings in her 3CX client.

She’s tried it on different PCs and headsets and the issue happens there as well.
Other users have no issues when they log in as themselves on the same PCs with the same headsets.

I’ve even created a new extension for her and configured her 3CX client with the new extension. Same issue happens again for her.

When I configure her extension on my PC (off site) there is no issue.

They are on 3CX version 16.4 Enterprise license.

Any suggestions on where to look or what to try next would be much appreciated.

Tx,
Marc

 

[ChrisC_3CX]

To first get a bit more information on this, please provide the following information:

• What exact version of 3CX are you running? (Dashboard >> Information >> License)

• What version of the 3CX Windows App are you running? (Settings >> Advanced >> About)

• Are the PCs running the 3CX Windows App local to the 3CX PBX? (on the same LAN)

• Does the user hear herself if she performs an echo test by placing a call to *777?

• Access the Management Console and make sure that "PBX delivers audio" for that extension is enabled under "Extensions/Users >> Edit >> Options" is enabled.

• If the 3CX PBX is remote to the users, make sure that you can pass the firewall test completely under "Dashboard >> Firewall".

EDIT:

Marc Mohring said:
Other users have no issues when they log in as themselves on the same PCs with the same headsets.

I may have misunderstood this. Do you mean they have the same kind of devices? If yes, have you tried to have a second user use the affected user's PC and headset too, does that work?