No outgoing Audio after Teams call while 3CX call

[Jakob]

Hi,

we are experiencing an issue:

While we have a 3CX call on the 3CX Desktop App and we receive an incoming call on Teams (not 3CX connected), we have no outgoing Audio after the Teams call is ending after not answering.

I still hear the person on the 3CX line - but he does not hear me anymore.

Does anybody have an idea how to resolve this issue?
It is quite disturbing as the user has no influence on receiving a Teams call while calling on 3CX...

Please let me know what additional information I should provide.

Version: 18.0 (Build 461)
On-Premise system

Thank you in advance and best regards,
Jakob

 

[JosIPVG]

Have you checked the sound and input settings?
We have had a customer use teams and MiCollab on the same workstation with a headset and in their situation the headset was assigned to teams and not micollab because the first call came in via teams , after switching the input it worked again

 

[Jakob]

Have you checked the sound and input settings?
We have had a customer use teams and MiCollab on the same workstation with a headset and in their situation the headset was assigned to teams and not micollab because the first call came in via teams , after switching the input it worked again

Hi JosIPVG,
Thank you for your feedback!

The headset is connected/assigned to both, Teams and 3CX, as I want to use the headset for both.

The issue is, that while I am having an active call on 3 CX and I receive another call via Teams, the Audio

 

[Jakob]

Hi,
as I cannot reproduce the issue on my PC I did some further investigation.

It seems that the Jabra Evolve 2 headset somehow "pauses" the 3CX microphone while we receive the Teams call at the same time. After cancelling the Teams call the microphone stays "paused" and is not activted again.

Does anybody observe a similar behavior or knows any solution?

Thanks and regards!