Webclient cannot hear voice.

[Kane Wong]

Hi all specialist.

I have 3CX version 16.0.5.611 with Standard Edition, when I test the Webclient today with either Firefox or Chrome, I found that I cannot hear answer. I can make call, on the other phone, I can pick up the call but when I talked, cannot hear anything.

The microphone is enabled / allowed from both browsers and the speaker is working, at least when I dial from Webclient, I can hear the dial tone.

How can I start my diagnose? It was few months ago when I try the Webclient for callings.

Other device, like desk phone and 3CX mobile app is working fine.

Any idea to troubleshoot, or any Codecs I need to check for webclient calling? Currently, PCMU is the major codecs to be used.

 

[NickD_3CX]

the first thing I would make sure is that you are logged into the Webclient using HTTPS, not HTTP.
Then, check in the WebClient under Settings --> Personalize --> Audio/Video to see if your audio devices are correct and detected.

Finally, as the fact that you do not hear could be due to the far end caller, make audio tests by calling the number: *777
This is the echo extension and when you talk, you should hear yourself back.

 

[Kane Wong]

Thank you Nick;
1) Settings --> Personalize --> Audio/Video is confirmed, all devices detected.
2) dial *777, I hear myself.

I also look at this https://www.3cx.com/user-manual/web-client/, if I use the webclient to make call, I have to select either smartphone, deskphone, or the softphone client, isn't it.

 

[Kane Wong]

I also run the following test, some case works, some cases aren't

1) when I VPN my laptop to company network, I can use *777 to test.
2) when I am NOT VPN my laptop to company network, the *777 test failed.
3) when I VPN my laptop to company network, I can use webclient to call other 3CX user with 3CX mobile app.
4) when I VPN my laptop to company network, I can answer the caller's call in webclient who call me from her 3CX mobile app.
5) when I VPN my laptop to company network, webclient to webclient call is failed.

When I say "failed", it means, I can hear dial tone but no voice passing through. Another end cannot hear me, and I am not able to hear them.

 

[Kane Wong]

I found this link https://www.3cx.com/community/threads/audio-missing-for-calls-through-web-client.63062/

I have UDP 9000-10999 open, do I need to open 7000-8499 UDP in firewall too?

 

[NickD_3CX]

Thank you Nick;
1) Settings --> Personalize --> Audio/Video is confirmed, all devices detected.
2) dial *777, I hear myself.

I also look at this https://www.3cx.com/user-manual/web-client/, if I use the webclient to make call, I have to select either smartphone, deskphone, or the softphone client, isn't it.

No, in order to make calls via the WebClient you should have it like this:

I found this link https://www.3cx.com/community/threads/audio-missing-for-calls-through-web-client.63062/

I have UDP 9000-10999 open, do I need to open 7000-8499 UDP in firewall too?

No, 7000-8499 is not required.

I also run the following test, some case works, some cases aren't

1) when I VPN my laptop to company network, I can use *777 to test.
2) when I am NOT VPN my laptop to company network, the *777 test failed.
3) when I VPN my laptop to company network, I can use webclient to call other 3CX user with 3CX mobile app.
4) when I VPN my laptop to company network, I can answer the caller's call in webclient who call me from her 3CX mobile app.
5) when I VPN my laptop to company network, webclient to webclient call is failed.

When I say "failed", it means, I can hear dial tone but no voice passing through. Another end cannot hear me, and I am not able to hear them.

So the problematic scenarios are #2 and #5.
My first concern is #2, and I am guessing that if we get to the bottom of that, most likely #5 will be solved also.

Could you please go to the Dashboard in the Management Console --> Firewall, and run the Firewall checked again? The most common issue for having audio internally, but not externally is this.
Also, after disconnecting from the VPN, make sure you close the browser and re-launch it before attempting again.
Some VPN clients can cause trouble when disconnecting and re-connecting to apps that already have open connections.

 

[Kane Wong]

No, in order to make calls via the WebClient you should have it like this:
View attachment 16284


No, 7000-8499 is not required.



So the problematic scenarios are #2 and #5.
My first concern is #2, and I am guessing that if we get to the bottom of that, most likely #5 will be solved also.

Could you please go to the Dashboard in the Management Console --> Firewall, and run the Firewall checked again? The most common issue for having audio internally, but not externally is this.
Also, after disconnecting from the VPN, make sure you close the browser and re-launch it before attempting again.
Some VPN clients can cause trouble when disconnecting and re-connecting to apps that already have open connections.

Thank again.

In the Chrome, I have "Browser Extension" only. In Firefox, I have same as you but still no difference when using Firefox.

 

[Kane Wong]

all firewall testing done and no problem.
stun-us.3cx.com done
stun2.3cx.com done
stun3.3cx.com done
sip-alg-detector.3cx.com done
3CX SIP Server done
3CX Tunneling Proxy done / port 5090 done
3CX Media Server done / port 9000-9398 done / port 10600-10998 done