Disallow Video Calls From Queues?

[kriley87]

I have a new V16 install and am testing newly built call queues with the 3CX Softphone for Windows.

I am noticing that when I call into a DID that is directed to an IVR and press an option, it will ring those queue members on the 3CX Softphone and show "Incoming Video Call" even though it's just an audio call.. If I direct that same DID to an extension directly, it shows "Incoming Call" as it should.

This is going to be confusing to users so I'm trying to turn this off. I've done some research and the answer to this is apparently is to disallow video calls on the trunk that the incoming call to the IVR is coming in on -- which is already done, however the issue continues to persist.

The only way to fix this from what I'm seeing is to disallow video calls from the options within the 3CX Softphone which doesn't scale well as every user would have to turn this option off one by one.

Is there any way to turn this off at the system level?

 

[kriley87]

Bump -- I still haven't been able to figure this out :/ Anyone have any ideas?

 

[JohnS_3CX]

hi @kriley87

You can try to change the PBX Delivers Audio setting on your extension receiving the call.

 

[kriley87]

hi @kriley87

You can try to change the PBX Delivers Audio setting on your extension receiving the call.

Hi John -- are you saying to disable this setting on the extension receiving the call? It's currently already enabled.

 

[JohnS_3CX]

Yes, disable it, and see if the client now receives only audio calls (video no longer appears)

 

[kriley87]

I have disabled "PBX Delivers Audio" on my test extension and unfortunately it still shows incoming video call for incoming queue calls. Any other ideas?

 

[kriley87]

Still searching for a solution here -- any ideas?

 

[Alphabetic]

https://www.3cx.com/community/threads/externall-call-shows-up-as-incoming-video-call.64069/

@YiannisH_3CX
"
This is not an issue with Internal or external calls. This happens because the call comes from a Digital receptionist. Then that happens the SIP flow is different. What happens in that case is that the incoming calls is answered by the Digital receptionist. When a transfer is made the Invite does not contain an SDP (no codecs). The codecs are negotiated when the call is established. Since the client is not aware if the incoming call is audio or video as there are no codecs it brings up both options. Once you press an option the client will send a 200 OK containing the codecs it uses and the PBX will reply with an ACK with the codecs from the incoming call. If no video codecs are present a normal audio call will be established. This is the default behaviour of the client and cannot be changed.


"

 

[kriley87]

I'm not sure why the 3CX team thinks that's an acceptable answer. The 3CX softphone shouldn't show an incoming video call unless the call is an incoming video call -- it's misleading and while you or I may understand the technical aspect behind it, end users do not.

The only way I've found to "fix" this is to disable video calls within the 3CX softphone. Since this is the default behavior of calls coming in from a digital receptionist, I would like to modify the provisioning file for the 3CX softphone that is sent out to users via the welcome email to disable video calls by default so that users don't have to go turn this off manually one by one. Is this possible?