Keypad greyed out on Dialer (webclient, desktop app affected)

[andytelco]

Hi Team,

Hope someone can help.

This is an isolated issue (atm) - Photo's to be provided.

Live Example:

The customer was trying to record a greeting however when they tried to use the keypad on the dialer (photos provided) It is greyed out.

Actions Taken:

- Deleted Extension and re-added
- Uninstalled and then reinstalled the app

Again, this is happening to just one person on a PBX (atm)

wondering if someone can help identify the issue.


Thanks

 

[TheodorosG_3CX]

Is your dialer in CSTA mode with your phone?

 

[andytelco]

Hi Theodoros,
Hope you are well.

Not sure what you mean by that.

As I said this is for one of our customers using 3cx. It not happening with anyone else in their office.
As we have installed the 3cx Desktop app on everyone's cpu.

 

[TheodorosG_3CX]

If you use the web client the issue is the same?

 

[andytelco]

Correct. Both on the desktop and webclient.

 

[TheodorosG_3CX]

Is your headset integrated with the client?

 

[andytelco]

No handset integration. Only using the desktop app.

 

[andytelco]

HI team,

So I have Run some more tests by using different CPU and Internet connections.
Seems to be working fine.

Since this is an isolated issue, that has something to do with the customer's CPU or possible firewall.
The reason it may not be the firewall is that everyone else's desktop/webclient in the office is working fine.

What else could this be?

Thanks

 

[TheodorosG_3CX]

It seems to be limited on those machines. Have you checked whether any additional installed software is causing this issue?

 

[andytelco]

Nothing that I am allowed access to. I will relay this back to the customer and see if there I.T. team can figure it out.

 

[TheodorosG_3CX]

Let us know the results

 

[andytelco]

Hi Team,

No updates atm. It seems it is very much an isolated issue.

 

[TheodorosG_3CX]

Let us know the results.