V18 web client - no keypad for active calls

[tropicsoftde]

I have the phenomenon that with some customer installations after the update to V18 in the web client the keypad cannot be used with active calls. It's grayed out. No entries such as conference ID or passwords are possible.

 

[VasilisV_3CX]

Hi @tropicsoftde,

Is the Web Client the only softphone they're using? Do they possibly have the desktop app installed as well?

Does this happen on all calls or only certain calls?

 

[tropicsoftde]

Yes, the web client is the only softphone on the PC.
The customer has just reported to me that it is the same on other PCs (locally completely different) in the extension's web client. Then it must be something with the extension and not with the hardware.

It affects all calls.

 

[VasilisV_3CX]

Hi @tropicsoftde,

To confirm:

If extension A (the extension that has this problem) logs in to any PC, it has this same problem where the keypad is greyed out.

However if extension B (any other extension) logs in on the same PCs, they do not have this problem occuring?

 

[tropicsoftde]

I have now done some tests for the customer.
It's probably due to the CTI.
with CTI - no keypad
without CTI - keypad available

 

[NickD_3CX]

I have now done some tests for the customer.
It's probably due to the CTI.
with CTI - no keypad
without CTI - keypad available

That could explain this, yes. Please check it though to be sure.