This is a bit of a tricky one.
We deployed 3CX to a customer late last year with around 40 users. We opted for softphones across the board (mostly Plantronics USB headsets with a couple of Sennheiser D10 USB headsets), and as 3CX are pushing their web-client we opted for this with the associated browser extension in Chrome across the board. We worked through a number of teething issues but one problem we weren't able to get on top of was that, seemingly at random, some users were unable to hear the person on the other end of the line and/or vice versa. Sometimes choosing to reload the browser extension would fix it for the day, sometimes it wouldn't. Sometimes simply leaving it alone for an hour would fix it as if by magic. Note that the vast majority of users are running from inside the office, where the 3CX system is hosted on a Linux VM on their ESXi server. Note the appropriate software for the headsets (Plantronics hub, Sennheiser equivalent) is installed on all computers and the headsets working with any other app normally.
We tried switching users across to MS Edge and using the Edge browser extension, but this made no difference. Basically every morning we would get at least 5 people who were having these audio issues and the users it was affecting seemed completely random. Eventually we had no choice but to switch everybody across to the desktop app, which most of them are quite unimpressed with for various usability reasons (which I can't argue with them about). Audio is working 100% reliably through the desktop app though, so the audio devices on the computers are definitely working correctly.
We have occasionally seen a similar thing with our own internal 3CX system (also in a Linux VM on our own ESXi host) and have switched our own staff to the desktop client for the same reason.
Are there any known issues around this, or ideas as to what we might try? I don't believe it to have anything to do with firewalls as this was occurring even dialing internally, with both parties connected to the 3CX system locally.
We deployed 3CX to a customer late last year with around 40 users. We opted for softphones across the board (mostly Plantronics USB headsets with a couple of Sennheiser D10 USB headsets), and as 3CX are pushing their web-client we opted for this with the associated browser extension in Chrome across the board. We worked through a number of teething issues but one problem we weren't able to get on top of was that, seemingly at random, some users were unable to hear the person on the other end of the line and/or vice versa. Sometimes choosing to reload the browser extension would fix it for the day, sometimes it wouldn't. Sometimes simply leaving it alone for an hour would fix it as if by magic. Note that the vast majority of users are running from inside the office, where the 3CX system is hosted on a Linux VM on their ESXi server. Note the appropriate software for the headsets (Plantronics hub, Sennheiser equivalent) is installed on all computers and the headsets working with any other app normally.
We tried switching users across to MS Edge and using the Edge browser extension, but this made no difference. Basically every morning we would get at least 5 people who were having these audio issues and the users it was affecting seemed completely random. Eventually we had no choice but to switch everybody across to the desktop app, which most of them are quite unimpressed with for various usability reasons (which I can't argue with them about). Audio is working 100% reliably through the desktop app though, so the audio devices on the computers are definitely working correctly.
We have occasionally seen a similar thing with our own internal 3CX system (also in a Linux VM on our own ESXi host) and have switched our own staff to the desktop client for the same reason.
Are there any known issues around this, or ideas as to what we might try? I don't believe it to have anything to do with firewalls as this was occurring even dialing internally, with both parties connected to the 3CX system locally.
