Polycom web client integration

[Callinectes]

This morning there was a firmware update for the Polycom VVX 500 available. Previous to the update the user was able to place calls from the web client using the Polycom phone. Now when she tries to place a call, instead of the phone picking up immediately and placing the call the phone rings and displays MAKE CALL on the display and when she answers the call goes to voicemail. Does anyone know why this might be happening?

 

[Callinectes]

Quick FYI - This was a Polycom VVX 501, not VVX 500. I did the same update on our phones (we also use the Polycom VVX 501 and 601) and are not experiencing this problem. Both our system and the one experiencing the problem are on V18 (Build 1849).

 

[JohnS_3CX]

Hi,

I was able to test this here on a VVX601 and can also report that the webclient does indeed allow me to make a call normally.

1 .I would suggest that you factory reset the specific phone in question, and then reprovision it as per our guide here: https://www.3cx.com/sip-phones/polycom-vvx/

2. You could also create a brand new extension, leaving all settings as default, and provisioning it there as a control test

3. You could provision the same phone on your system instead on the one that has the problem, to see how the phone behaves there.

Note: Only CSTA is supported on these phones, and only via webclient. If the user was making the call from Windows Client in CTI mode, you will get make-call

 

[Callinectes]

John,

Thank you for the update, and that is what we experience here as well - as I mentioned ours is working as expected. I do have some additional information now, however. I rebuilt the phone extension and the same problem continued to exist. I then removed the browser extension and installed the new desktop app - voila the calls started working as expected. I do, however, see that the desktop install icon remains present in the web client even though the desktop app has been installed (and I see the same on our system where previously it had disappeared when the desktop app was installed) - this is probably working as expected but thought I would share this info. I reinstalled the browser extension manually but now there is no way to log into it or activate it - the activate button (the bell icon) does not show up in the browser. The only problem this creates is the user is now unable to use the click-to-dial feature in the web browser which is something they use extensively. Can you (or someone) point me in the direction of reactivating the browser extension for the click-to-dial feature?

Thank you!

 

[JohnS_3CX]

Have you upgraded to 3CX V18 beta, but were still using the old Chrome Extension that came with V16?

 

[Callinectes]

It is very possible. is there a newer browser extension? How would they go about obtaining and activating it? There is only a prompt for the desktop app, not the browser extension.

 

[JohnS_3CX]

The old browser extension is only compatible with V16 I'm afraid, so it will not work as intended when using V18. This probably explains why you were getting this weird behavior.

There is no browser extension for V18, the new desktop app takes its place entirely for the time being.

As for click-to-call, I am not yet sure what solution will be provided for V18. We are still in beta so there a few more things that need to be finalized before release (this included).

 

[Callinectes]

Any idea when click-to-dial/call may be implemented? This seems like a fairly significant feature to lose.

 

[JohnS_3CX]

I don't at the moment, but I know it is in the list of things to come with V18.