V20 Voice problems

[Hayward-i1]

Hi,

I have just upgraded to V20 and I am experiencing a significant problem.

During testing the system was checked to ensure internal and external calls could be placed without any issues so we sent the system live.

First thing this morning, one user said they could not use their headset as no one could hear them. Thinking it was a isolated issue related to the set up of that user we continued with the live running.

However, the problem is being experienced by ALL users who have headset controlled by the 3cx app. Oddly, these same extensions, where they have an old fashioned phone ARE WORKING. So the problem is related to JUST the headset users who use the 3CX app.

FYI, the 3cxx app was NOT upgraded only the PBX was upgraded to V20, the 3cx app is still the version we used with V18, but I was told this should work and I did not want to make the upgrade more complex than it had to be and they all worked flawlessly with V18. They also initially worked with V20, they just stopped working with V20 at some point during the day.

Thoughts?

 

[Hayward-i1]

Ok, an update

After office hours I restarted the original v18 server..

Much to my surprise I had the same problem. No sound on the headsets connected to the 3cx app.

Now I'm really confused because there have been no network charges...
Arrgh...

Any advise please?

 

[Hayward-i1]

OK the problem is going from bad to worse.

This morning I replaced the router with the back up router (purposely kept at a know working setup, so any tinkering can be removed quickly.

Still did not work.

So I went back to V20, and not only do I still have the problem with headsets, but now I can not connect the the web interface! It says "domain" refused connection.....

Everything that is blocked by the firewall is reported so I am now coming up with a blank on where to go next.

 

[GBC_James]

We have just upgraded to v20 running on prem on a Win2019 server.

None of our staff who work from home have any audio through their headsets (using browser) during a call.
They can hear the tones when they dial a number, they can hear the call ringing, but as soon as the call connects, they can not hear anything and the person they are calling cannot hear them.

this is a massive problem for us.

 

[NicholasP_3CX]

We have just upgraded to v20 running on prem on a Win2019 server.

None of our staff who work from home have any audio through their headsets (using browser) during a call.
They can hear the tones when they dial a number, they can hear the call ringing, but as soon as the call connects, they can not hear anything and the person they are calling cannot hear them.

this is a massive problem for us.

You would need to check the audio devices in the applications. Also ensure that you have the headset integration active for the relevant brand, or enable the universal driver.

 

[GBC_James]

We have just upgraded to v20 running on prem on a Win2019 server.

None of our staff who work from home have any audio through their headsets (using browser) during a call.
They can hear the tones when they dial a number, they can hear the call ringing, but as soon as the call connects, they can not hear anything and the person they are calling cannot hear them.

this is a massive problem for us.

 

[GBC_James]

so we have discovered its not a headset issue, as we have tried speakers and a stand alone microphone too. All work in Windows, but all audio ceases once the call is connected.

Microphone ets are allowed in settings.

We tried a PC off network, connected directly to Broadband and we do not get this problem.

So it's only affecting PC's on our network

 

[NicholasP_3CX]

Are they connected via VPN? This could be affecting the traffic being routed. Is your firewall check passing?

The web clients use the normal audio port range of the external RTP ports (10500-10999)