Headset integration issues with Desktop App (ver 18.0 update 6 Build 908)

[Peter Tomlins]

I can see there's quite a few posts about headset integration issues with Jabra devices after updating to update 6.

In-house, we've experienced strange behaviour with Plantronics headsets when the UHD integration is selected - Teams calls getting dropped/disconnected when a 3CX call comes in and is answered by another 3CX user/extension. This happens both with Plantronics Hub running, or not. Switching to "none" for headset integration in the 3CX desktop app stopped this from occuring.

More importantly, we have a customer with Yealink WH62 headsets also having very weird issues with the Yealink integration selected. Calls ending up on hold randomly is the most annoying issue, however they have noted that the behaviour of the BLT60 status light that previously worked with the WH62 headsets is now random on whether it works or not.

Is there any official word on these issues? Feels like a few bugs have crept into headset integration in the update.

 

[rewdey]

Thank you, thank you, thank you! I thought I was losing my mind, at least I know it's not me anymore. Wasted entirely too much time trying to troubleshoot this. Savi 740 user here for reference.

 

[Charles_3CX]

Regarding your questions about the yealink headset, as this is a tested headset, we can advise upgrading the system to the latest version, update 6, and the desktop app to the latest version, where there have been some improvements regarding compatibility with and performing your tests.

https://www.3cx.com/blog/change-log/web-client-desktop-app/
https://www.3cx.com/blog/change-log/phone-system-change-log/


Additionally, we now provide a Universal Headset Driver (WebHID - 3rd Party Supported) for other headsets you can try. If you have issues with either, you may contact the specific vendor's support for further troubleshooting.

https://www.3cx.com/blog/releases/v18-update-6-release-candidate/

 

[Peter Tomlins]

Regarding your questions about the yealink headset, as this is a tested headset, we can advise upgrading the system to the latest version, update 6, and the desktop app to the latest version, where there have been some improvements regarding compatibility with and performing your tests.

https://www.3cx.com/blog/change-log/web-client-desktop-app/
https://www.3cx.com/blog/change-log/phone-system-change-log/


Additionally, we now provide a Universal Headset Driver (WebHID - 3rd Party Supported) for other headsets you can try. If you have issues with either, you may contact the specific vendor's support for further troubleshooting.

https://www.3cx.com/blog/releases/v18-update-6-release-candidate/

Good morning Charles, I can't help but feel that either my post has not helped explain the issues or perhaps you've misunderstood?

The problems we are seeing are all AFTER upgrading to update 6, and updating the desktop app. The desktop app switched to UHD immediately after upgrading it for Plantronics users (on our own 3CX system.

My customer's system is also update 6, with updated desktop apps across the board. They are using the Yealink integration in the app. They are having different issues to us, described in my original post.

 

[Charles_3CX]

Understood in this case, refer to my last point about what to do next and where to get support for your headsets from.

 

[JohnS_3CX]

You can follow this post here where we have an updated client for testing and give us your feedback:
https://www.3cx.com/community/threads/webhid-headset-integration-how-it-works.119133/#post-554874

 

[JohnS_3CX]

We've now released a newer build that also contains the Jabra SDK:
https://www.3cx.com/community/threa...ration-how-it-works.119133/page-2#post-555152