Desktop App cutting calls when taking off hold

[Matt_AIT]

Since our PBX updated to 18.0.6 build 908 last night and the desktop app updated when calls are taken off hold the call is cut. Desk phones, web clients, and mobile apps are all fine. We have tried reinstalling the desktop app but to no avail.

Has anyone else experienced this?

 

[Matt_AIT]

So are we just waiting for Jabra to release an updated firmware?

 

[mirjam.nz]

Same here. Calls can not be taken off hold, the call is getting disconnected!
The client uses a Jabra PRO 930 and the Headset-Integration is set to 'Universal Headset Driver (WebHID -3rd party supported)
Without Headset integration, all is working as expected!

How to fix? Waiting game .... ?

 

[N_G]

How about calling Jabra? Maybe you still have the old driver installed.

 

[mirjam.nz]

There are no Jabra updates available. Current version is:

Jabra PRO 930
Base firmware version: 2.31.0
Headset firmware version: 2.28.0

Jabra Direct
Current 6.5.31801

 

[SteveITS]

Under headset integration, it was set to 'Universal Headset Driver (WebHD - 3rd party supported). I have a Jabra PRO 930. If I set this integration option to 'none', the call does not cut off.

We have EPOS/Sennheiser not Jabra, but in case anyone finds this thread and thinks, "not Jabra"...I've found I can't use my headset in a webinar with the integration enabled: https://www.3cx.com/community/threa...sing-headset-for-other-audio-webinars.119114/. It is not the same problem as posted here, but it seems the integration is continually terminating the link to the EPOS base whenever 3CX is "on hook."

 

[Tyler.Calhoun]

I opened a ticket at Jabra on Feb 5, 2023. In the meantime I am already at the second level support. Maybe pass this on to the third level support as well.
Unfortunately I have not heard anything since Feb 7, 2023.
Should Jabra say something about the problem, I write here again.

 

[mirjam.nz]

We have created a ticket with Jabra as well :|

 

[Tyler.Calhoun]

Hopefully, every 3CX/Jabra user is now contacting Jabra.
I can understand that it is a big effort for the 3CX developers if every headset reacts differently.
Anyway, there are many Jabra users and we need to find a solution.

 

[N_G]

@mirjam.nz Make sure that you are not using the headset with another app, for example Teams. We have seen this and this does not work, you have to decide to use the headset with one app.

@Tyler.Calhoun Its impossible to make different behaviour for each model of headset to be clear. So you have to contact Jabra and await their fix or response, its their headset after all. They are free to test all their devices against our software and suggest any improvements. They have our contact details and we are in touch with them now and then.

It absolutely helps if users call Jabra - if there are hundreds of calls then they will improve the integration and testing from their end and this is what we want in the end. They should have QA for their devices against the latest version of 3CX.

 

[DiegoF]

@mirjam.nz Make sure that you are not using the headset with another app, for example Teams. We have seen this and this does not work, you have to decide to use the headset with one app.

@Tyler.Calhoun Its impossible to make different behaviour for each model of headset to be clear. So you have to contact Jabra and await their fix or response, its their headset after all. They are free to test all their devices against our software and suggest any improvements. They have our contact details and we are in touch with them now and then.

It absolutely helps if users call Jabra - if there are hundreds of calls then they will improve the integration and testing from their end and this is what we want in the end. They should have QA for their devices against the latest version of 3CX.

Hi Nick, thanks for your reply, it's great that a CEO answers directly on the support forum!

My opinion: it is not possible for a user to use a headset with only a single app, often when you're on 3cx call you receive a Teams call or vice versa and in any case the problem occurs also when using only 3cx app when the call is put on hold and then resumed

But why until update 5 all works well? i see that in update 6 has changed the headset integration type, before there was Jabra integration and now there is Universal Headset Driver

 

[N_G]

@DiegoF - thanks for the feedback. Yes i try my best but I cant go into discussion about things over and over again. I believe we have provided the answers and options available to you. If you want to have a refund to look for another solution that supports your headset in the way that you want then we are always happy to arrange that.

 

[DiegoF]

@DiegoF - thanks for the feedback. Yes i try my best but I cant go into discussion about things over and over again. I believe we have provided the answers and options available to you. If you want to have a refund to look for another solution that supports your headset in the way that you want then we are always happy to arrange that.

I don't even think about it, I love 3cx! i'll try as you suggested to open a ticket with Jabra

 

[N_G]

@Diego.F Thank you for the headsup, much appreciated! Yes for sure it helps logging this with Jabra so they will test their headsets with our WebHID and provide clarity which models can do what.

@m.w - I wouldnt say Jabra is buggy, actually the headsets are quite good. However its hard for a headset to be controlled by multiple apps at the same time. It seems some headsets support it, some don't. But its something to ask Jabra what it supports or not and how.

 

[N_G]

In any case if Jabra does not respond we will consider bringing back the old API for a period of time to allow for transition to the new WebHID.

 

[SteveITS]

Does Jabra have the equivalent of an "always audio" or "always on" setting? That EPOS setting, which keeps the headset active when it's out of its base, is a workaround for my issue of the link being forcefully disconnected.

 

[N_G]

@m.w Dont really agree on your comment about software hardware - it just has few functions and the tough part is left to the software dev The old integration has many problems too and it relies on a Custom Jabra implementation so this new WebHID would be much better. Lets see what Jabra says this week.

 

[Tyler.Calhoun]

In any case if Jabra does not respond we will consider bringing back the old API for a period of time to allow for transition to the new WebHID.

Upgrades are always good. The WebHID interface is also a very good approach. We can all understand that 3CX is not responsible for the current problems.

If you could temporarily re-enable the old api you would make a lot of customers happy and give Jabra time to get the problems under control.

Just a small note: If you really decide to take this step. Please use the api from 18.9.933. In 18.10.461 there were unfortunately call drops.

 

[JohnMooreCC]

Hi, I think the issue is going to be that Jabra will be reluctant to develop the firmware for the older end of life headsets. Meaning the fix for hundreds of customers will be to upgrade to a new model as they work. Can you not have the older API as well as the new one? Thanks

 

[N_G]

@JohnMooreCC Well the old API had many issues as well and yes its a big issue to have multiple ways to integrate with different brands. We analysed the logs from some customers who forwarded the WebHID logs to us and we can easily proove its an error on the Jabra 930 side. We have raised the matter with our contacts at Jabra but no reply.

Sure they will be reluctant to update the firmware on their devices but why should the problem revert to us? its their headset. And i believe its a driver not a firmware issue. Again, we never officially supported Jabra and have made this clear in the past numerous times. We only officially support yealink headsets.

And what is also overlooked, this headset works with our native windows app and it still does. Use the native windows app?

 

[Tyler.Calhoun]

@Nick Galea
I am in contact with a Jabra Senior Service Engineer. He has asked the same question three times now. Communication with Jabra is really hard.
Nick... I can understand you.

Meanwhile, I think we really need to replace our Jabra headsets with Yealink.