Multi Line TAPI - Only works for 1 phone call

[nathan0707]

Using the windows dialer or our crm. I can only make one call everything works as intended on both options. if I try to make a 2nd call nothing happens. only way to make another call is to close out 3cx windows app and relaunch it. the relaunch will only allow 1 call before doing the same thing.....

Using
3cx Server: Enterprise 16.0.676
latest available windows app
latest available tapi plugin

Any suggestions?

Thank you

 

[edossantos]

You should check the 3CXPhone for Windows logs, maybe you have an error logged there. You can find this log in "%AppData%\3CXPhone for Windows\Logs".

 

[nathan0707]

[01.11.2019 11:14:40.800][1] 11:14:40.800      PjsipCall  * CREATING OUTGOING CALL TO 3476997128, cl = 92c8d70, this = 0916F4D8 0916F6F8

[01.11.2019 11:14:40.801][1] 11:14:40.801 desktop_dev.cp  Desktop video src initialized with 2 device(s):

[01.11.2019 11:14:40.801][1] 11:14:40.801 desktop_dev.cp   0: Screen 1

[01.11.2019 11:14:40.801][1] 11:14:40.801 desktop_dev.cp   1: Screen 2

[01.11.2019 11:14:40.802][18] 11:14:40.802      PjsipCall !* CREATING OUTGOING CALL SIP URI = <sip:[email protected];tag3cx=1443719df11e46318ffba2bdbc0dc9ac>

[01.11.2019 11:14:40.802][18] 11:14:40.802   pjsua_call.c  Making call with acc #2 to <sip:[email protected];tag3cx=1443719df11e46318ffba2bdbc0dc9ac>

[01.11.2019 11:14:40.805][1] 11:14:40.805    dshow_dev.c !Windows found no video input devices

[01.11.2019 11:14:40.805][1] 11:14:40.805    dshow_dev.c  DShow has 0 devices:

[01.11.2019 11:14:40.805][1] enumerating video devices, cnt = 4

[01.11.2019 11:14:40.805][1] video device #0: "Logo", guid='Logo'

[01.11.2019 11:14:40.805][1] video device #1: "Screen 1", guid='Desktop0'

[01.11.2019 11:14:40.805][1] video device #2: "Screen 2", guid='Desktop1'

[01.11.2019 11:14:40.805][18] 11:14:40.805    pjsua_aud.c !.Set sound device: capture=0, playback=3

[01.11.2019 11:14:40.806][1] video device #3: "Bitmap renderer", guid=''

[01.11.2019 11:14:40.806][18] 11:14:40.806    pjsua_aud.c  ..Opening sound device PCM@32000/1/10ms

[01.11.2019 11:14:40.835][18] 11:14:40.835 wmme_dev_3cx.c  ... WaveAPI Sound player "DELL U2415 (Intel(R) Display Audio)" initialized (format=PCM, clock_rate=32000, channel_count=1, samples_per_frame=320 (10ms))

[01.11.2019 11:14:40.835][18] 11:14:40.835 wmme_dev_3cx.c  ...Stopped WMME playback stream

[01.11.2019 11:14:40.838][18] 11:14:40.838    pjsua_aud.c  ..Opening sound device PCM@44100/1/10ms

[01.11.2019 11:14:40.850][18] 11:14:40.850 wmme_dev_3cx.c  ... WaveAPI Sound player "DELL U2415 (Intel(R) Display Audio)" initialized (format=PCM, clock_rate=44100, channel_count=1, samples_per_frame=441 (10ms))

[01.11.2019 11:14:40.850][18] 11:14:40.850 wmme_dev_3cx.c  ...Stopped WMME playback stream

[01.11.2019 11:14:40.853][18] 11:14:40.853    pjsua_aud.c  ..Opening sound device PCM@48000/1/10ms

[01.11.2019 11:14:40.864][18] 11:14:40.864 wmme_dev_3cx.c  ... WaveAPI Sound player "DELL U2415 (Intel(R) Display Audio)" initialized (format=PCM, clock_rate=48000, channel_count=1, samples_per_frame=480 (10ms))

[01.11.2019 11:14:40.864][18] 11:14:40.864 wmme_dev_3cx.c  ...Stopped WMME playback stream

[01.11.2019 11:14:40.867][18] 11:14:40.867    pjsua_aud.c  ..Opening sound device PCM@32000/1/10ms

[01.11.2019 11:14:40.879][18] 11:14:40.879 wmme_dev_3cx.c  ... WaveAPI Sound player "DELL U2415 (Intel(R) Display Audio)" initialized (format=PCM, clock_rate=32000, channel_count=1, samples_per_frame=320 (10ms))

[01.11.2019 11:14:40.879][18] 11:14:40.879 wmme_dev_3cx.c  ...Stopped WMME playback stream

[01.11.2019 11:14:40.881][18] 11:14:40.881    pjsua_aud.c  ..Opening sound device PCM@16000/1/10ms

[01.11.2019 11:14:40.894][18] 11:14:40.894 wmme_dev_3cx.c  ... WaveAPI Sound player "DELL U2415 (Intel(R) Display Audio)" initialized (format=PCM, clock_rate=16000, channel_count=1, samples_per_frame=160 (10ms))

[01.11.2019 11:14:40.894][18] 11:14:40.894 wmme_dev_3cx.c  ...Stopped WMME playback stream

[01.11.2019 11:14:40.898][18] 11:14:40.898    pjsua_aud.c  ..Opening sound device PCM@8000/1/10ms

[01.11.2019 11:14:40.911][18] 11:14:40.911 wmme_dev_3cx.c  ... WaveAPI Sound player "DELL U2415 (Intel(R) Display Audio)" initialized (format=PCM, clock_rate=8000, channel_count=1, samples_per_frame=80 (10ms))

[01.11.2019 11:14:40.911][18] 11:14:40.911 wmme_dev_3cx.c  ...Stopped WMME playback stream

[01.11.2019 11:14:40.914][18] 11:14:40.914    pjsua_aud.c  ..Unable to open sound device: Unknown pjmedia-audiodev error 450002 [status=450002]

[01.11.2019 11:14:40.929][1] 11:14:40.929 desktop_dev.cp !Desktop video src initialized with 2 device(s):

[01.11.2019 11:14:40.929][1] 11:14:40.929 desktop_dev.cp   0: Screen 1

[01.11.2019 11:14:40.929][1] 11:14:40.929 desktop_dev.cp   1: Screen 2

[01.11.2019 11:14:40.933][1] 11:14:40.933    dshow_dev.c  Windows found no video input devices

[01.11.2019 11:14:40.933][1] 11:14:40.933    dshow_dev.c  DShow has 0 devices:

[01.11.2019 11:14:40.933][1] enumerating video devices, cnt = 4

[01.11.2019 11:14:40.933][1] video device #0: "Logo", guid='Logo'

[01.11.2019 11:14:40.933][1] video device #1: "Screen 1", guid='Desktop0'

[01.11.2019 11:14:40.933][1] video device #2: "Screen 2", guid='Desktop1'

[01.11.2019 11:14:40.933][1] video device #3: "Bitmap renderer", guid=''

[01.11.2019 11:14:44.090][1] MainWindow activated

[01.11.2019 11:14:47.732][1] MainWindow activated

[01.11.2019 11:14:50.794][12] Error occurred when trying to initiate call in plugin handler

[01.11.2019 11:14:50.796][12] System.TimeoutException: Timeout while making a call

   at _3CXWin8Phone.CallHandler.MakeCallAction(Assembly callingAssembly, Action action)

 

[edossantos]

The last part of the log shows that the call is sent from TAPI to 3CXPhone, but then 3CXPhone somehow can't make the call:

[01.11.2019 11:14:50.794][12] Error occurred when trying to initiate call in plugin handler [01.11.2019 11:14:50.796][12] System.TimeoutException: Timeout while making a call at _3CXWin8Phone.CallHandler.MakeCallAction(Assembly callingAssembly, Action action)

I would try reprovisioning 3CXPhone, or reinstalling 3CXPhone.

 

[nathan0707]

I have tried both, also tried on another computer with the same results

 

[edossantos]

Are you using 3CXPhone in CTI mode? I have seen this when you're controlling a phone that is not supported.... Please check in softphone mode.

 

[nathan0707]

Unfortunately both modes have the same results, when testing with CTI using Yealink 48S and 54W

 

[edossantos]

Please restart 3CXPhone and send me the updated log as soon as it starts, so I can check the license status. This could also happen if 3CXPhone doesn't detect a PRO /ENT license.

 

[Evolute IT]

Please restart 3CXPhone and send me the updated log as soon as it starts, so I can check the license status. This could also happen if 3CXPhone doesn't detect a PRO /ENT license.

Is CTI support different on Std and Pro/Ent?

 

[nathan0707]

log

 

[nathan0707]

3cx server is running Ent license

 

[edossantos]

Is CTI support different on Std and Pro/Ent?

No, CTI support is the same. But you can't use TAPI with a STD license.

3cx server is running Ent license

Yes, from the logs I can see that the license is properly detected, and in fact the outbound call is triggered. But somehow 3CXPhone is not properly handling this first outbound call, and then the following calls can't even be started.

Just in case this is a timeout issue (if this 3CX server is taking longer to establish the call), please open the configuration file "C:\ProgramData\3CXPhone for Windows\PhoneApp\3CXWin8Phone.user.config" and change the value:
<add key="MakeCallTimeout" value="10000" />

to:
<add key="MakeCallTimeout" value="30000" />

This way you give 30 seconds to the call before exiting with a timeout. Because this:

[04.11.2019 10:12:52.542][15] Error occurred when trying to initiate call in plugin handler
[04.11.2019 10:12:52.543][15] System.TimeoutException: Timeout while making a call
at _3CXWin8Phone.CallHandler.MakeCallAction(Assembly callingAssembly, Action action)

is happening for the first call, and then it seems that 3CXPhone remains in a state from which it can't recover until you restart it....

So, let's try giving 30 seconds to the call, and see if that makes any difference...

 

[nathan0707]

same results worked for the 1st call the 2nd call it flashes for 1 second but does not start a call

 

[nathan0707]

tried on a 3rd computer and it works there, will have to see whats different why it works on that and not the other 2 computers. will try clean wipe and reinstall and see what happens thank you...

 

[edossantos]

tried on a 3rd computer and it works there, will have to see whats different why it works on that and not the other 2 computers. will try clean wipe and reinstall and see what happens thank you...

Thanks for your feedback, please keep us posted.

 

[nathan0707]

Reinstalled the app and tapi driver same issue, is there a better way to wipe the computer of all prior settings in case something is left over, should I try copying the config files from the working computer?

 

[edossantos]

Reinstalled the app and tapi driver same issue, is there a better way to wipe the computer of all prior settings in case something is left over, should I try copying the config files from the working computer?

Try uninstalling 3CX TAPI and 3CXPhone for Windows. Then remove the following folders (if they exist):

• C:\ProgramData\3CXPhone for Windows
• C:\Users\YOUR_USER_NAME\AppData\Roaming\3CXPhone for Windows

Then install 3CXPhone and 3CXPlugins with TAPI.

 

[nathan0707]

tried these steps with no luck.same results... any other suggestions what might be causing this?

Try uninstalling 3CX TAPI and 3CXPhone for Windows. Then remove the following folders (if they exist):

• C:\ProgramData\3CXPhone for Windows
• C:\Users\YOUR_USER_NAME\AppData\Roaming\3CXPhone for Windows

Then install 3CXPhone and 3CXPlugins with TAPI.

 

[edossantos]

tried these steps with no luck.same results... any other suggestions what might be causing this?

You should check the version of the firmware of the desk phones you're using. Ensure that they're the supported versions listed here. Maybe it's working when you use 3CXPhone in CTI mode controlling a supported phone with a supported firmware installed, but not otherwise.

Apart from that, I'm running out of ideas. But the issue is not related to TAPI, it's related to the 3CXPhone for Windows client not making the call. So I would also suggest that you make the question in the Windows client forum, maybe there someone else with more experience on the topic can provide some additional ideas.

 

[nathan0707]

The phones and firmware are up to date from 3cx (yealink).
I want to point out that it doesn’t work using soft phone as well not just when using CTI.

It also doesn’t work more than once when using the windows dialer. Wouldn’t that indicate it’s an issue with TAPI not the 3cx windows app?