Plantronics headsets over RDP with RemoteFX - 3CX app resetting to Primary Sound Driver

[dalep]

We are testing redirecting our Plantronics headsets over RDP with RemoteFX.
We can successfully enable headset call control (answer/end calls with button on headset) by installing Plantronics Hub and the 3CX Windows Soft Phone on our terminal server – call control only works when the Plantronics audio device is selected in the audio options in the 3CX windows client settings…
Our problem is that every time we disconnect from the terminal server and reconnect, the audio devices are reset back to Primary Sound Driver…….. which stops headset call control working….
It appears from analysing the XML config file under \AppData\Roaming\3CXPhone for Windows folder that the Plantronics GUID is changing every time I reconnect to the terminal server session – I assume this is why it keeps resetting back to the primary sound driver.
Is there any workarounds or fixes for this issue???
I'm guessing the easiest way for 3CX devs to fix this would be to enable headset call control without having to have the Plantronics audio devices selected, as I don't see how this would "enable" call control in the first place.

 

[dalep]

We are testing redirecting our Plantronics headsets over RDP with RemoteFX.
We can successfully enable headset call control (answer/end calls with button on headset) by installing Plantronics Hub and the 3CX Windows Soft Phone on our terminal server – call control only works when the Plantronics audio device is selected in the audio options in the 3CX windows client settings…
Our problem is that every time we disconnect from the terminal server and reconnect, the audio devices are reset back to Primary Sound Driver…….. which stops headset call control working….
It appears from analysing the XML config file under \AppData\Roaming\3CXPhone for Windows folder that the Plantronics GUID is changing every time I reconnect to the terminal server session – I assume this is why it keeps resetting back to the primary sound driver.
Is there any workarounds or fixes for this issue???
I'm guessing the easiest way for 3CX devs to fix this would be to enable headset call control without having to have the Plantronics audio devices selected, as I don't see how this would "enable" call control in the first place.

Apologies - wrong section of forum - will repost

 

[N_G]

Not something that we are going to actively work on or support i am afraid. I suggest using our web phone with a web driver or simply smartphones....

 

[dalep]

Not something that we are going to actively work on or support i am afraid. I suggest using our web phone with a web driver or simply smartphones....

Hi Nick, thanks for your reply - ok a couple of comments:

• we weren't going to use the windows app, however, the web client wasn't recognising the Plantronics headset over RemoteFX (headset call control is very important for us), so we thought we would try the windows app...
• As for the smartphone app, this is not a viable option in a busy work environment in a company that receives a very high number of calls for our size.
• The smartphone app doesn't reliably connect to the same Plantronics headsets (headset base has Bluetooth)
• And the smartphone app has no option to put calls on park easily
• The web client has been very glitchy (we've only been live on 3CX for a couple of days so this is disappointing) - for about every second inbound call, the chrome app doesn't show anything except the dialpad - as though there is no inbound call at all - this occurs for about 25% of our users, including myself, you have to minimise and then maximise to make it show the incoming call.
• The webphone doesn't come into focus over other programs (except if you are in chrome) on incoming calls unless you minimise the webphone before a call comes in

We really need this to work reliably in a terminal server environment (all users logging on via RDP on local network). Any help is appreciated and hopefully, the dev team can take on some of the suggestions re the glitches in web phone and smartphone app. Any help to get the webphone to recognise the headset over RemoteFX would also be greatly appreciated.

 

[N_G]

Hi Dale, Have you tried other headsets? jabra or sennheiser?
Also are you using the chrome extension? This is the correct one to use....

The smartphone app would work fine with a normal headset that is linked to the smartphone itself. If there is an issue with the headset you chose you have to take it up with Plantronics

 

[dalep]

Hi Dale, Have you tried other headsets? jabra or sennheiser?
Also are you using the chrome extension? This is the correct one to use....

The smartphone app would work fine with a normal headset that is linked to the smartphone itself. If there is an issue with the headset you chose you have to take it up with Plantronics

Hi Nick, yes we are using the Chrome extension - this is what is being glitchy... (not displaying incoming calls or focusing over other programs etc) I notice we are not the only ones with similar issues per other forum threads.
No we haven't tried other headsets - personal preference of course, but trialling other brands in the past for the headset style everyone prefers here (ear hook), Jabra and Sennheiser devices have been inferior to the Plantronics in this style.
As for the Android app, once connected with Bluetooth, it normally takes toggling between BT, Earphone and Speaker to make audio route via BT headset - for every call - which seems more like an app issue.

 

[N_G]

Hi Dale, We can look into this re chrome extension. Can you also first try it on another PC that is not connected via terminal server?

Re BT i have to check that. How is the behaviour of Whatsapp on that particular phone?

 

[dalep]

Hi Dale, We can look into this re chrome extension. Can you also first try it on another PC that is not connected via terminal server?

Re BT i have to check that. How is the behaviour of Whatsapp on that particular phone?

I am the only user that has tried the chrome extension off the RDP session (local) as everyone else works full time over RDP. I have not experienced any issues - only seems to be on the terminal server - however I don't take anywhere near the volume of calls as others, so may not be the best test case.
If it helps, the Termonal server is running Server 2016 and current Chrome version on there is 87.0.4280.88
Re BT, Whatsapp behaviour seems normal?

 

[N_G]

Hi Dale, We verified and the chrome extension works fine on terminal server. Maybe an issue with RemoteFX I dont know. Maybe you can delve into it deeper and open a support ticket. Whether the headset works you have to check on terminal server with Plantronics.

The other options are an IP Phone or the smartphone app. Re the toggle for each call - i have to say i dont have this behaviour on my google pixel nor on the phones we test with in QA. Please double check the behaviour is different on the inbuilt phone or whatsapp and maybe contact Plantronics?

 

[dalep]

Hi Dale, We verified and the chrome extension works fine on terminal server. Maybe an issue with RemoteFX I dont know. Maybe you can delve into it deeper and open a support ticket. Whether the headset works you have to check on terminal server with Plantronics.

The other options are an IP Phone or the smartphone app. Re the toggle for each call - i have to say i dont have this behaviour on my google pixel nor on the phones we test with in QA. Please double check the behaviour is different on the inbuilt phone or whatsapp and maybe contact Plantronics?

Thanks Nick, the issue was occurring for users on the terminal server with and without RemoteFX enabled...
For now we are going to remove the chrome extension and utilise the 3CX Windows App installed on server with RemoteFX - each user will have to spend 15 seconds each day when they log onto the server to change the audio options to the headset to enable headset call control - this is a small price to pay for a better experience.
From my perspective, the windows app is a better solution, as while it doesn't look as "nice" as the Chrome extension and WebClient, being its own application where everything can be handled is better (aside from the fact it is not glitchy like our experience with the chrome extension).

My suggestions to make the Chrome extension more user friendly is allow everything to be performed within the extension - not force users to use the web client as well (clicking contacts opens web client and there is no switchboard except in web client).

On another note, I've just started trialling website live chat (non-WordPress), and some major improvements would be:

• Display what page url the website visitor is on so the support agent can help the visitor more effectievly
• Chat doesn't carry over to other pages - when the website visitor navigates to another page it ends the chat - this is a dealbreaker.

Trust you don't mind my comments, and I don't want to come across as a whinger, but I guess without feedback you can't improve!

 

[N_G]

@dalep Thank you for your feedback.

Just re the smartphone app, we double checked and bluetooth works fine. Will be remembered for next call if Bluetooth is enabled. So must be specific to headset or phone.

Re chrome extension, yes it will work independently from the web client we are working on this.

Re Live Chat - it does carry over to other pages if you use pop out which should be the default? Have you tried the latest version?

 

[N_G]

@dalep - you are absolutely right about live chat. The default mode should be pop out (as it is on 3CX) and this is why you experience that. We are making an update to make it default. Thanks for reporting.

 

[KyriakosP]

@dalep we cannot reproduce this issue with any of the Bluetooth headsets we test with. Please confirm that you are using the latest 3CX app version and the specs of your Android device (model & Android version).
Also, keep in mind that Bluetooth headset support via the Telecom API is not supported fully by all manufacturers and devices. If the issue persists with the latest app version, PM me to troubleshoot further.

 

[dalep]

@dalep - you are absolutely right about live chat. The default mode should be pop out (as it is on 3CX) and this is why you experience that. We are making an update to make it default. Thanks for reporting.

Hi @Nick Galea
I had set the animation to slide out, and was experiencing the issue of chat ending when moving to a new page.
And re request to show URL the website visitor is on - please make a priority as they are likely to ask questions about a product assuming you know what page they are on.