Unable to take call off hold using CTI to local client

[Rick-Arcus-IT]

Hello,

A large portion of our customers are using our terminal server environment as mobile work environments. We had a few request from the customers who would like to use the locally installed 3CX client, in combination with the 3CX webclient in the terminal server, using the CTI mode to control the local 3CX client from the TS environment. (Calling directly from a remote TS environment is performance wise not a good solution, hence the CTI connection.)

The CTI connection works, it's set to 3CX Client for Windows 16.3.0.x.x.x, but the problem is when they try to forward calls. When the users performs an attended transfer, the first call is placed on hold after dialing the 2nd call they want to transfer the call to.
Let say the 2nd caller can't take the call, so the user hangs up the 2nd call. At that moment there is no way to take the 1st call out of hold. The call is stuck on hold and they have to minimize the TS session, to take the call out of hold using the 3CX client locally installed on their windows devices.
This problem exist when using the webclient, and when using the chrome extension. With the chrome extension I can switch between the 2 calls, but only when it's dialing the 2nd call. After the 2nd call is answered, I can only hang up the call or transfer the call.

Couls somebody tell me if i'm doing something wrong, or if this works as designed?

 

[JohnS_3CX]

Hi,

This mode has limited control and it is indeed working as expected.

No sure if this will change in the future but for now they will have to use the same method they used, by minimizing TS to control the desktop client

 

[mirjam.nz]

This is really not nice at all. @JohnS, are you saying one can not put a call On-Hold / Off-Hold with a 3CX webclient CTI mode in the terminal server?

 

[mirjam.nz]

@r.vanoosterhout@accent, once the call is "lost", the user can park the call. From here a call back to Parked Extension can be configured with the "Automatically unpark forgotten calls" feature.

Just a work-a-round, really lacking the Hold feature.

 

[JohnS_3CX]

Hi @mirjam.nz

The scenario is

1. Local PC with Windows client in softphone mode
2. Connecting to a remote terminal server from this Local PC
3. Running the Webclient in the remote server session
4. Remote controlling the Windows client that is back on the Local PC, from within the TS session

This is a long path, but I imagine that @r.vanoosterhout@accent chose this method to avoid the performance penalty of the TS or the fact that it's often difficult to reliably map your headset/mic from your local PC to the TS (depending on what environment you use and how you set it up).

Even though the Webclient can remote control the Windows client, there are limitations VS using the client natively. This might change in the future, but regarding the specific environment @r.vanoosterhout@accent uses right now, there is no direct solution today, at least that I'm aware of. Unfortunately TS have their limitations too, and they stack with limitations of CTI in this particular use-case.

There are of course workarounds:

1. like the one you said to transfer them to SP and the retrieve

2. Also if you have "Accept multiple calls" you can transfer them back to yourself while they are on hold (only if retrieving from an Attended transfer).

3. With sufficient rights you may also make use of the Switchboard in the Webclient, but the above methods already supercede it