USB Headset. Can hear dialing but no call.

[haimfl00]

Hi,

I want to use Desktop App with USB Headset.

Micro und speaker is correctly Set to the USB device. I Can hear the tones when dialing a number. But when destination accepts the call, everthing is silent.

How to solve this?

 

[Rob Hughes]

Same issue here, however if you dial a IP Handset the call is OK.

 

[haimfl00]

Does that man this function will Not work at all?

 

[SteveITS]

Does the firewall checker pass?

 

[haimfl00]

Does the firewall checker pass?

Yes...

 

[haimfl00]

Additional question: The PC which runs the desktop app.... Must be in same network like the 3cx server? Or Can be run everywhere?

 

[SteveITS]

The app can run anywhere as long as the ports are allowed and/or forwarded. Hence my firewall test question.

Does it work using the web client (guessing no, since that’s basically the same as the App) or mobile app?

 

[Rob Hughes]

The V18 Desktop app does not work, however the v16 Windows app does.

 

[SteveITS]

Your implication is that this is related to the headset. If you use the Desktop App set to use the computer speakers do you hear the caller?

The old Windows app uses a different connection method/firewall ports IIRC.

 

[Rob Hughes]

Hi Steve, I tested the headset, and it works perfectly through the v16 Windows app. The V18 Desktop app does not work when the headset is disconnected and I use the laptop sound. All Firewall ports are green, I have tested with a Jabra and a Yealink headset.

 

[Rob Hughes]

It has to be something to do with our PBX as we have other clients with the same setup.

 

[SteveITS]

The V18 Desktop app does not work when the headset is disconnected and I use the laptop sound

That would seem to confirm it's not related to the headset then.

Let me rephrase a bit...have you run the firewall tester again recently? If not, 3CX just shows the last test result.

I ran into a similar situation once a few years ago and incorrect firewall rules were the cause of no audio, even though the app and web client worked inside the office. In this situation even though the server was hosted externally, the firewall there was more permissive for the office IP, and the port was not allowed for remote workers. Looking back, it looks like *777 would (usually?) work once but not a second time, which made it more confusing.

If it's not firewall then I'm not sure what to suggest.