Solved Problems with CTI after upgrade

[kugla007]

Hi,

we have upgraded our client's 3CX from v14 to 15.5. They have old Innovaphone IP200 deskphones and CTI stopped working after upgrading and reprovisioning Windows Phone Clients.

I'm aware that CTI doesn't work if the phones and computers are not in the same network (not reachable directly). Where could I find any more info on how to resolve this issue? I do not know how it was set up on the old version (we made a config backup and imported it to a fresh install). It was probably Make Call function but I can't find info on how to set that up. Do you need to set up the PBX, 3CX Client or the deskphones? Is this still possible on v15.5?

Unfortunately I cannot turn to 3CX for support since IP200 phones are not supported officially, so any help would be greatly appreciated.

Thanks in advance.

 

[YiannisH_3CX]

Hello @kugla007

Please note that CTI uses http commands directly from the 3CX client for windows to the IP phone. That is however possible only with supported devices so it will probably switch to Make Call for your devices. The client and the ip phone must be configured on the same extension.
My recommendation would be to switch to fully supported devices (https://www.3cx.com/sip-phones/ ) to take advantage the full range of functions of the PBX and be able to control your phones using the web client which uses a more advance CTI method.

 

[kugla007]

Thank you @YiannisH_3CX . I later found out that IP200s started working after another 3CX Client Restart. The problem remained with Yealink T26G phones which were provisioned using 3CX. As you mentioned - the client was using CTI instead of MakeCall. It was working using the webclient though but our customer did not want to use it and we had to find a solution for the Win Client.

I proceeded to erase the T26G model from the cti_template.xml which forces the client to use MakeCall and everything works now.

Thanks again.

 

[YiannisH_3CX]

Glad to see the issue has been resolved.