Deskphone answers call even though Browser Extension is selected

[MH_INDUS]

Hello all,

today I had an employee call because her deskphone received the audio when she accepted calls in the browser extension.

In the webclient the Browser Extension was selected as device to be used.

Did anyone else experience this behaviour before?

Do you have any troubleshooting tips to solve this remotely? I just had a colleague unplug the deskphone to solve it, but if this happens in an empty office I don't see an easy way to solve this.

Im running version 16 Update 8 on a Windows 2019 VM.
The phone in question is a Yealink T46S
The employee is working remotely while the phone is in the office.

Kind regards
Martin

 

[VasilisV_3CX]

Hi @MH_INDUS,

Have you tried to create an entirely new extension, then factory reset the Yealink and add it to the extension to test?

Does the employee have the Windows Client installed on their computer at the same time as using the browser extension?

 

[MH_INDUS]

Hello @VasilisV_3CX

I did not yet create a new extension and reset the phone.

The Windows Client is not installed on the computer.

 

[VasilisV_3CX]

Hello again @MH_INDUS,

I did not yet create a new extension and reset the phone.

Give this a bash and let me know if it still has the same issue using a new extension.

Also if that does not work, try and remove the Browser Extension then refresh the Web Client Page, you should see the option to active the Browser Extension, activate it again and try once more. There is a possibility that the employee has activated the browser extension then logged out of the web client, so that the web client and browser extensions have two different users logged in.