Problem with soft-phone in Windows 7

[Mohamed Zihnee Ibrahim]

I am having a problem of using soft-phone (windows client) in windows 7 Operating System.

Problem is Answer button is hidden so have to answer from desk-phone.

 

[Mohamed Zihnee Ibrahim]

I have updated all the necessary files while installing client.

 

[YiannisH_3CX]

Hello @Mohamed Zihnee Ibrahim

Are you using the clients in CTI mode? If so with what phones are the clients paired with? Also what version PBX are you running and what version are the clients?

 

[Mohamed Zihnee Ibrahim]

Hello @Mohamed Zihnee Ibrahim

Are you using the clients in CTI mode? If so with what phones are the clients paired with? Also what version PBX are you running and what version are the clients?

Yes, we are using in CTI mode.
Phones are paired with snom320
we are using version 15.5.0,

 

[YiannisH_3CX]

Is the phone provisioned as a remote phone? Are you using SBC or STUN or are both devices local?

 

[Mohamed Zihnee Ibrahim]

Is the phone provisioned as a remote phone? Are you using SBC or STUN or are both devices local?

Phones are provisioned as in physical.
And we are using both devices in local.

 

[YiannisH_3CX]

I cannot reproduce the issue with the configuration you describe. Make sure that the phones are using the latest supported firmware and are provisioned with the default template.
Also make sure that the phones are using full CTI and not Make Call.
https://www.3cx.com/support/phone-firmwares/

 

[Mohamed Zihnee Ibrahim]

I cannot reproduce the issue with the configuration you describe. Make sure that the phones are using the latest supported firmware and are provisioned with the default template.
Also make sure that the phones are using full CTI and not Make Call.
https://www.3cx.com/support/phone-firmwares/

Firmware are up to date in the phones...

Problem is, the ANSWER BUTTON is hidden so every time have to answer the call by Deskphone

 

[Vali_3CX]

Problem is, the ANSWER BUTTON is hidden

@Mohamed Zihnee Ibrahim
Can you please provide us a screenshot/photo?

 

[Mohamed Zihnee Ibrahim]

This is what happens when i call from internal and external phones!!

As you can see The ANSWER BUTTON is hidden, so everytime I have to pick the call from my deskphone.
What I want is to take the call using a simple mouse click.

 

[YiannisH_3CX]

Just a question, when you dial a number from the 3CX client do you see Make Call on the Snom phone or does it use full CTI?

 

[Mohamed Zihnee Ibrahim]

Just a question, when you dial a number from the 3CX client do you see Make Call on the Snom phone or does it use full CTI?

It's in full CTI.

When I try to call an internal number through client, firstly my snom phone rings and I have to press OK button on snom phone to make the call.

And when I receive a call from external or internal number I have to pick up the call from snom phone not from the client cause ANSWER button is hidden.

 

[YiannisH_3CX]

When I try to call an internal number through client, firstly my snom phone rings and I have to press OK button on snom phone to make the call.

That sounds like the phone and client are not using full CTI. In full CTI you do not have to press anything on the phone for the call to start. It is like dialling straight from the phone.
And because you are using Make Call the answer button i un-available.

Is the server, the phone and the client on the same LAN? Make call is used instead of CTI when the phones and the clients do not have direct communication between them.

 

[Mohamed Zihnee Ibrahim]

That sounds like the phone and client are not using full CTI. In full CTI you do not have to press anything on the phone for the call to start. It is like dialling straight from the phone.
And because you are using Make Call the answer button i un-available.

Is the server, the phone and the client on the same LAN? Make call is used instead of CTI when the phones and the clients do not have direct communication between them.

Yes server, phone and client on the same LAN

 

[YiannisH_3CX]

Can you please let us know of the version of the windows client and the firmware the phone is running?

 

[Mohamed Zihnee Ibrahim]

Can you please let us know of the version of the windows client and the firmware the phone is running?

windows client is latest and firmware is also latest.

 

[YiannisH_3CX]

In that case there something else going on that prevents the client and the ip phone from directly communicating. There could be a miss-configuration in the PBX. Are you using a local IP for the registration of the devices or an FQDN?
Also try to access the web interface of an IP phone from a PC where a windows client is running. Is that successful?
The issue is that the devices are using Make Call instead of CTI that is why the Answer button is not available. Once you figure out why Make is being used then you will also resolve your issue.

 

[Mohamed Zihnee Ibrahim]

Also try to access the web interface of an IP phone from a PC where a windows client is running. Is that successful?

Yes, I can access web interface of th IP phone from the PC where client is using.

I'll check and update other questions..

 

[YiannisH_3CX]

In that case try to reset a phone to factory settings. Then assign to extension using PnP. You should see it as a new phone under the phones tab of the management console. Select it and assign it to the appropriate extension. Once it provisions try the test again.

 

[Mohamed Zihnee Ibrahim]

In that case try to reset a phone to factory settings. Then assign to extension using PnP. You should see it as a new phone under the phones tab of the management console. Select it and assign it to the appropriate extension. Once it provisions try the test again.

Phone is used as a call center phone, where 3 to 4 people login per a day.