Impossible to listen to incoming calls

[AlainC]

Hi,

We are using 3CX Pro edition, all of our clients are installed on Windows 10 and with the latest updates.
We have a recurrent problem: we are unable to listen to active incoming calls made by agents, but we are able to listen to outgoing calls.
When we right click on an active incoming call, no menu is appearing at all.

This is a problem as we need to assist our junior employees directly during their calls.

Any ideas about what could be causing this?

Thanks for your help

 

[YiannisH_3CX]

Hello @AlainC

Can you provide more details regarding the configuration of the server and the call flow?
For example is it a linux or windows server? Is it hosted or local? Also what version of the PBX are you running?
Is the call arriving at a digital receptionist, queue, ring group or directly to extensions? Any detail you can provide can help us try to replicate the issue.