Web client only works when desktop client is set to softphone?

[cenglish]

I'm running the 3CX client for Windows 15.5.12227.5 with a Polycom VVX410. I'd like to be able to use the 3CX web client when my desktop client is shut down, but that doesn't seem to work? If I have the desktop client set for Deskphone (CTI) the web client doesn't get a phone connection, but if I set the desktop client to softphone the web client connects just fine. Is this working as intended?

 

[YiannisH_3CX]

Hello @cenglish

Please note that the Web client up to SP5 can only be used to control supported devices. So it needs to detect your client in softphone mode to be able to send the calls there as Polycom devices are not supported for CSTA control.
In SP6 however which is currently released in Beta the webclient can work as a stand alone client using WebRTC.

 

[Scott Rocke]

@YiannisH_3CX Is it possible for me to have the WebRTC softphone iframed or popped up from within another web site? Also, can we use SIP settings to run our own WebRTC client-side implementation, or does this only work on the 3CX Web client?

 

[Chris Bell]

I have upgraded to 15.5 and according to this https://www.3cx.com/blog/releases/webrtc-web-phone/
The webclient should now work standalone. I have enabled the settings in the admin console , but we get no audio when we make calls.

 

[YiannisH_3CX]

The webclient should now work standalone. I have enabled the settings in the admin console , but we get no audio when we make calls.

Do you see the option in the web client to use it as a standalone client? You should see a "3CX Web Client" option when you click on the phone symbol.
Also you will need to allow the browser to use your audio devices.

 

[Chris Bell]

Hi , I do indeed see the option I also connected the headset Plantronics and it connects OK , but we still have no audio.

 

[YiannisH_3CX]

Hi , I do indeed see the option I also connected the headset Plantronics and it connects OK , but we still have no audio.

Make sure that your browser has the right to access your audio devices and check again. For Chrome you can navigate to Settings / Advanced / Content settings and check your audio preferences from there.

 

[Chris Bell]

Hi , I have Microphone set to allow . There is no audio send or receive on both end of the call.

 

[YiannisH_3CX]

Hi , I have Microphone set to allow . There is no audio send or receive on both end of the call.

Do you have audio from the same extension if you use a 3CX client for Windows? Also try the echo test of the PBX and see if that works. It usually is set to *777. If it works then you should be able to hear your self speak . You could also try a different headset or try the PC's native speakers to see if that works.

 

[Chris Bell]

HI , Yes , we have no audio issue at all from all the other Soft phones. They all work fine . I will test using PC audio and do the Echo test and post back.

 

[Chris Bell]

OK I just unplugged the headset. I could hear the ringing tome as I could with the headset but the connected call is silent. Echo test from Web Client is silent , from desktop is fine.

 

[YiannisH_3CX]

If you have an antivirus software on the PC disable it as a test and also disable the windows firewall to make sure nothing is blocking the audio. Are the web client and the 3CX client for windows running on the same PC?

 

[Chris Bell]

I have disabled AV and FW . Client and Web client on same PC. Still no audio

 

[Chris Bell]

Also this is the same for all users.

 

[David Liddle]

Good morning all ... I'd like to report a similar experience to that of @Chris Bell, in that I'm getting no audio when calls are made or received by a Web Client that is outside of the local networks. That also holds true for Web Clients that are located in a remote office with a 3CX SBC. When calls are made on the campus, it works really well!

There are no indications that I've seen in the documentation that there are limitations to the utility of the Web Client, so perhaps I have some firewall or NAT settings (in our ZyXEL ZyWALL 310) that are insufficient—despite the system passing the firewall check. I'm a little surprised at this, since my understanding was that the Web Client passed all traffic over the configured HTTPS port, which in our instance is 5443.

I'm no expert with Wireshark, but I can see clear differences between the capture of a successful, on-campus call and that of an unsuccessful off-campus call.

Many thanks to all who read and have suggestions to offer or observations to make!

 

[Chris Bell]

Hi, I have not done any wire shark captures, but I too have been working on the theory that this is a port related issue. I have however today been working on ports and so far have not had any luck. A full understanding of the Web client topology and network requirements would indeed be useful. As this is a Beta client for this release , I would be interested to understand if this or similar issues have been noticed by the beta testers.

 

[Chris Bell]

Ok I think I have it working. The issue is surrounding the media ports and some documentation I have fallen foul of before https://www.3cx.com/docs/manual/firewall-router-configuration/ . In here it states you should open the media ports 9000-10999 . But goes on to say you should open 2 xRTP ports for every simultaneous call. The firewall test will fail if you do this when it exhausts the ports open on your firewall. Anyway we restricted ours to 500 ports. I ran a packet capture this morning after opening all ports from our local LAN to the PBX. I made a call to *777 and filtered the source and destinations. What I found was thhat we had negotiated a hi port of 10069. I did this several times and at no point did a port below 10000 get selected. So we can now see why the media fails. Extending the UDP ports to the full extent has resolved the issue completely. Now the issue I have is that the call quality is distorted.