Can the Windows & Web client run together without any problem ?

[François (tebu-bio)]

I'm asking the question since we have a big problem with our Sennheiser MB Pro headsets : sometimes, randomly, we have no audio at all in the headset. We can pick up the call normally, just to realize that there is no audio. The sound is still arriving to the computer, as if we switch the default output to the speakers, we hear the call.

It seems to be the case only for people running both the Windows app & the webclient. We use the windows app to make sure that the call ring goes to the speakers (and for CRM integration & better notifications too). People use the web interface for everything else, including taking and place calls, since it's much nicer. Is it ok to run both like that ?

 

[UKBTS Ltd]

We run both and don't have this issue. I assume it may be something in your settings. Can you explain more as in is it when they call out or clients call in?

Is the windows app set to softphone or Deskphone (CTI)?

 

[François (tebu-bio)]

Softphone. this happens only to users of the Sennheiser MB Pro 1 & 2. Symptoms are the following : sometimes, the audio doesn't reach the headset. It's on (it's not turned off, pressing the button on it gives the battery level), Headset pro says that everything is fine (dongle + headset), Windows is set with the headset as the default output and input, but if we take the call, there is no audio. Microphone is not working. If we switch to the speakers as the default Windows output, we can hear the call, so 3CX and Chrome are outputting something. But there is nothing between the MB Pro and the computer.

We have a couple of wire headsets now, and it works fine. So it's really specific to the MB Pro. And i'ts not because it would turn itself off, it's really on when we have the pb (pressing the button gives the battery level). 5 minutes before, the previous call could be fine. It just happens randomly, so it's very hard to reproduce it. It's frustrating because when it happens, you miss the call. Only way to solve it for sure is to unplug/replug the dongle. All firmwares are up to date. On 3CX V16, with Windows 10 computers. We really tried to update everything, and we have this problem since we started basically (with V15 first). The issue is now followed by Sennheiser who cannot reproduce it, so I shared more info and we are waiting for the feedback. It's really a pain in the a.. for us at the IT since it makes people frustrated with VOIP and 3CX. We are trying to do more tests to try to isolate the specific configuration, it's not easy. Apparently people using ONLY the Windows app have no problem, except they have to unplug/replug the dongle every morning. But after that, it seems to be VERY stable. Users of the web interface have it randomly, I would say once or twice a day now, depending on the volume of calls. It seems to be a bit better than before, but we didn't log all the problems.