Solved No audio in Web Client phone (Win10, Chrome 81, 3CX 16 Update 4A)

[rpremuz]

Hi!

We use 3CX Phone System Professional v. 16 Update 4A on a MS Windows Server 2016 Essentials.

On user laptops we have the following environment:
- MS Windows 10 Pro. v. 1903 64-bit
- Google Chrome 81.0.4044.92 64-bit
- the Chrome Extension not installed

In 3CX web client users are able to make calls via desktop phones (Yealink) and 3CX mobile app also works fine.

But when you switch to Web Client in 3CX web client you experience no audio in calls.

In 3CX web console the following is enabled:
Settings > General > Enable WebRTC softphone in Web Client

In Windows 10 Settings > Privacy > Microphone, the Google Chrome is allowed to use the mic.

In 3CX web client Settings > Personalize > Audio/Video, the default laptop mic is selected.

On the Windows Server, the Windows Firewall has UDP ports 9000-10999 open:

I can add that Audio/Video conferences via 3CX service in the cloud work fine in Google Chrome.

Back in 2018, when 3CX was upgraded to 15.5 Update 6 the phone calls via the Web Client worked fine but users used it rarely.

Now when users work from home they need the Web Client calls much more but the feature does not work.

How to solve this?
-- rpr.

 

[JohnS_3CX]

Hello,

Is this on any and all PCs using your webclient?

From the site settings in your Chrome address bar, if you click the lock icon, is the webclient page allowed to access the Microphone?

What if you call *777, can you hear your own voice echo?

 

[rpremuz]

The issue is present on all the PCs we have tested the web client calls.

The Chrome can access the microphone:


In the echo call I cannot hear my own voice.

 

[JohnS_3CX]

Ok, this indicates the ports may be closed elsewhere possibly.

Please run the firewall checker from your management console and see whether all the tests pass:

 

[rpremuz]

The firewall checker showed, among other, that UDP ports 9000-10999 were closed.

The Windows Server running 3CX is behind a corporate firewall which allows traffic from the Internet to the server private IP address only on the following ports:

• TCP/5090
• UDP/5090
• HTTPS(TCP)/5001

With these settings 3CX mobile app can make calls via 3CX but the web client cannot do it, which is strange.

After I also allowed UDP ports 9000-10999 on the corporate firewall, the web client also can make calls.

Can someone answer why the web client does not make calls via 3CX in the same way the 3CX mobile app does it? Is there a setting which can change that in web client?

BTW, https://www.3cx.com/docs/ports/ says that UDP ports 9000-10999 are needed if you intend on using remote extensions or a VoIP Provider.

 

[JohnS_3CX]

This is a requirement that was not met (firewall had closed ports). The reason for the mobile app working is that is uses a different method to connect (via the tunnel) so it was not restricted since 5090 was open.

The webclient also relies on the media ports (its effectively a remote extension) so it makes sense to not have audio if they were closed.

Glad to hear it was resolved!