Soft-Phone via RDP - Audio driver issue

[SF-Secure-Logistics]

We redirect our headset via RemoteFX USB to our RDP sesion. It takes a few seconds to load when you enter the RDP. I feel like this is causing 3CX to reset the Audiodevices back to "Primary Sound Driver" instead of the headset microphone. I've tried a few things like remove 3CX from autostarting, waiting for the USB redirection to load and then start 3CX. Unfortunately it still changes to "Primary Sound Driver".
Is there a way to force it to use the headset microphone?

 

[dan_tx]

Could you modify the 3CXPhone.xml file for the user in their appdata folder. Uner <General> section and set the parameter for MicorphoneDeviceGuid to whatever is the headset microphone?

 

[SF-Secure-Logistics]

Thanks for the reply, I found the parameter in the 3CXPhone.xml and changed it to the microphone's GUID. But unfortunately this didn't help.
It's worth noting that when I unplug the headset, no options are available in the audio options menu in 3CX.When I plug the headset in, both options appear.
So it seems the "Primary Sound Driver" and the "Headset Microphone" options both come from the same device.

 

[JohnS_3CX]

So if your RemoteFX USB headset appears as a separate sound device in windows, once it's connected to the remote session, change your Windows sound settings to use it as a default Playback and Recording device.

Windows remembers the last device you set as default, so when it is disconnected and reconnected it should again set it as the default every time you log in to RDP (provided that RemoteFX USB "acts" like a physical USB plug/unplug event).

Now if the 3CX client is set to use your Primary Sound Driver always, when you log in it will be using the default audio of the RDP machine, and as soon as RemoteFX USB "plugs in" your remote headset, windows now uses it as your Primary again

 

[SF-Secure-Logistics]

When I unplug the headset Windows shows No audio devices are installed.
When plugged in it only shows the headset which is also set as default device.

The issue were having when it's set on "Primary Sound Driver" in 3CX, when someone calls, and it's ringing, it seems there is already an audio channel opened (for the ringing sound). So when the button on the headset is pressed to pick up the call, you stop the ringing sound but don't actually pick up. The caller still keeps getting a dial tone. It does work properly when the green pick-up button is pressed on the screen in 3CX.
Our employees often walk away from their workplace, so they won't always be able to click the button on the screen to pick up the phone. It would be preferred if they could use the button on the headset as well.

When it's set to Headset Microphone/Earphone in 3CX Audio Options the button on the headset does work properly.

 

[JohnS_3CX]

That is indeed correct. The client will be able to use the buttons only when you select the audio device manually. You did not originally mention that was the issue you were facing so I went in a different direction.

The client will use whatever device you preselected last time, but once that device is disconnected (when the RDP Session ends) the client will revert back to the Primary Sound Driver. As soon as the device is reconnected, the client will switch back to it (you headset in this case) even if this headset is not the default windows communications device.

So RemoteFX is possibly doing something strange and preventing your client from switching back (i.e. it can't revert to Primary Sound Driver and points to no audio device at all).

It's worth noting that when I unplug the headset, no options are available in the audio options menu in 3CX.When I plug the headset in, both options appear.
So it seems the "Primary Sound Driver" and the "Headset Microphone" options both come from the same device.

Try adding a virtual sound card to your remote pc (I'm guessing it's a VM since it has no default audio). It will now always have a Primary Sound Driver and you will have better chances of getting the client to work in it's intended fashion since your setup is not officially supported

 

[SF-Secure-Logistics]

Thank you for your reply.
I added a virtual sound card to the remote PC, but unfortunately it still reverts back to the Primary Sound Driver, both when disconnecting/reconnecting the device and when closing/restarting the RDP session.

 

[SF-Secure-Logistics]

Try adding a virtual sound card to your remote pc (I'm guessing it's a VM since it has no default audio). It will now always have a Primary Sound Driver and you will have better chances of getting the client to work in it's intended fashion since your setup is not officially supported

As we are still in the phase of figuring out a system that works for us, is there a softphone 3CX solution for RDP that is officially supported? Preferably one that would work with our current Plantronics (CS540) headsets.

 

[JohnS_3CX]

You can test the webclient and see if that works for you as an alternative

Note: Latest 3CX Windows Client is v16.0.1.81 - make sure you were testing on the latest release

 

[SF-Secure-Logistics]

Could you please provide a download link? We were testing on "Current version" V15.5. I only managed to find v16.0.0.1375 but not the v16.0.1.81 you mention. Thank you.

 

[JohnS_3CX]

You should be be fine on v16.0.0.1375, the next version will become available later with 3CX V16

Did you have any luck with the webclient?

 

[SF-Secure-Logistics]

Apologies, but I only seem to find V16 versions for the whole Phonesystem, not just the client.
Can I just download a client somewhere or do I have to set-up/update the whole Phonesystem to test v16?

No luck with the webclient so far.

 

[JohnS_3CX]

I would not recommend it at the moment, it's still in Beta but we are planning in releasing it very soon. Please ignore my version as I'm currently enrolled in a test environment running on V16.

 

[SF-Secure-Logistics]

Unfortunately, we only have 2 more days left on our 3CX test license. We will probably go another route with 3CX in combination with physical phones for now.

We might give testing this another try once V16 is released. You say it will be released very soon. Are we talking about a couple of weeks or a couple of months?

I would like to thank you very much for your outstanding support and quick replies on this issue!

 

[JohnS_3CX]

You're welcome! We offer Plantronics integration (setting can be found in the Webclient settings) but you also need to have the Plantronics software installed on the remote PC. It might just get the job done.

As for the release I wouldn't say months, but you can do a second install of V16beta for testing purposes if need be