No microphone access from Call option in Live Chat on Refined website

[BasRa]

HI,

I've added the custom HTML to my Refined website, and it works well, I can make chats and phone calls from the support popup, the access to microphone is asked and working.

However, it's not working when a user is logged in on this website.

The 3CX "callus.js" javascript code still works. The button appears, chat or call options are present. The chat works flawlessly.
But trying to make a phone call then, immediately shows error "Allow microphone access from your browser".
There is no request for it (and of course the permission is already given on that website, and it's same URL, logged in or not)

The custom HTML is still included obviously (or nothing would work), and I see no noticable difference in the page source and other javascript libraries being loaded, with and without login.

I realize this is difficult to troubleshoot. From 3CX point of view this would be a Refined bug or issue, since it's working correctly on the website when user is not logged in.

Refined support however points to 3CX to support this, because it's 3CX code that's not working.

So I really hope for advice from anyone , what could be causing this to fail when a user has logged in ?

See attached screenshots, Thanks for any useful insights !

 

[Callinectes]

I am seeing this same problem when using the code on a Wix site. Did you ever get this resolved?

 

[PaulStuart]

I am having the same issue and also using wix site. Would really appreciate help with this one. It doesn't matter about being logged in or not. It still asks for the microphone to be enabled on the browser.

 

[Acribia]

I have the same problem using wix site,both using chrome or edge from client side from a Windows 10/11 pc.
My site url is authorized for microphone.
I have also authorized https://downloads-global.3cx.com and my 3cx url
The browser is also globally authorized to use microphone

In this way we have no other choise to disable calls

Also:
- once the customer identify himself the chat appears allways expanded, unless he closes the chat or deletes all cookies
- the chat do not works on android phones

 

[Acribia]

some to me, on a wix site.
I choose to disable calls and video, because I've found no easy way to enable it

 

[RJansen]

Got the same issue probably

https://www.3cx.com/community/threads/live-chat-call-us-allow-microphone.121637/