Why is the Web Client / Desktop App ringing when the dialer is set to "Call using: Smartphone"

[coreybrett81]

Why is the Web Client / Desktop App ringing when the dialer is set to "Call using: Smartphone" ?

If I click on the green pickup button, I just get an error message that the WebRTC is not registered.

Seems to me, it should only ring if it is set to "Call using: Browser" or "Call using: Desktop App".

 

[SweetAction]

Why is the Web Client / Desktop App ringing when the dialer is set to "Call using: Smartphone" ?

If I click on the green pickup button, I just get an error message that the WebRTC is not registered.

Seems to me, it should only ring if it is set to "Call using: Browser" or "Call using: Desktop App".

Because of SIP forking - basically because the invite is sent from the 3CX server and every applicable phone can see it.

 

[coreybrett81]

If the dialer is set to "Call using: Snom Dxxxxx" (the desk phone), then the webclient doesn't ring.
If it's set to "Call using: Smartphone", i don't see why it should ring. Also, click a green button, that just results in an error message, seems like a bad UX.

 

[SweetAction]

If the dialer is set to "Call using: Snom Dxxxxx" (the desk phone), then the webclient doesn't ring.
If it's set to "Call using: Smartphone", i don't see why it should ring. Also, click a green button, that just results in an error message, seems like a bad UX.

Calling using (a supported) deskphone isn't sending a SIP invite to the phone, it's actually controlling the phone via uaCSTA (and similar like CTI with the old app and older phones), so no other phones see that SIP invite (it doesn't exist). But when using an iPhone app, no uaCSTA is possible so it sends the invite which the iPhone phone app picks up on. This is also why the desktop app can also do other functions like transfer to a deskphone but not the app.

The WebRTC line error just means that the app is kinda stuck - restart the app and it will work as expected. More info on that issue here: https://www.3cx.com/community/threads/webrtc-line-is-not-registered-desktop-app.118312/

 

[coreybrett81]

No, you misunderstand.

Inbound calls are making the web client / desktop app ring even when it is set to "Call using: Smartphone". (wrong behaviour)

If it is set to "Call using: DESKPHONE", it doesn't ring. (correct behaviour)

In other words, the web client / desktop app should only ring when set to "Call using: Browser/Desktop App".

I think this is a simple UX bug, that the 3CX team needs to fix.

I think it would be much better from a UI standpoint if there was just a toggle to turn the softphone feature on/off. The "Call using" dropdown in the dialer is hard for users to find and understand.

 

[SteveITS]

I believe the "call using" is for outbound calls, as in one types in a name or number into the desktop app, and dials.

The smartphone apps are treated much like logging in on a second PC/web browser. To not have the app ring, in the app go to (menu)>Settings>Accounts and uncheck the account to disconnect it. Or change the extension status to a status that has "Accept PUSH notifications" unchecked.

 

[coreybrett81]

Yes the "call using" selection does choose how outbound calls are made, but it also effects inbound as well.

If the "call using" is set to Browser the web client will ring for inbound calls and act as a phone.
If the "call using" is set to a desk phone, inbound calls will not cause the web client to audibly ring. (The dialer still pops up, and allows you to answer the call using your desk phone via uaCSTA control)

PUSH notifications only affect the mobile apps, and do not have any impact on the web client or desktop app.

The only thing I am trying to point out is that the web client is audibly ringing when the "call using" is set to Smartphone, which it shouldn't. Also, when the dialer pops up, if you click the answer button, you just get a WebRTC error, so the green answer button, should not be offered either.

 

[SweetAction]

Yes the "call using" selection does choose how outbound calls are made, but it also effects inbound as well.

If the "call using" is set to Browser the web client will ring for inbound calls and act as a phone.
If the "call using" is set to a desk phone, inbound calls will not cause the web client to audibly ring. (The dialer still pops up, and allows you to answer the call using your desk phone via uaCSTA control)

PUSH notifications only affect the mobile apps, and do not have any impact on the web client or desktop app.

The only thing I am trying to point out is that the web client is audibly ringing when the "call using" is set to Smartphone, which it shouldn't. Also, when the dialer pops up, if you click the answer button, you just get a WebRTC error, so the green answer button, should not be offered either.

If "call using" is set to Deskphone the webclient should still ring. If it's not for you, that a bug.

The WebRTC issue is almost always related to the app losing and not regaining a connection to the 3CX server correctly - restart the app and it will work as expected. More info on that issue here: https://www.3cx.com/community/threads/webrtc-line-is-not-registered-desktop-app.118312/

 

[coreybrett81]

If "call using" is set to Deskphone the webclient should still ring. If it's not for you, that a bug.

Incorrect - The web client does not audibly ring when the "call using" is set to a desk phone, because the desk phone itself will ring and the dialer in the web client will control the desk phone.

The WebRTC issue is almost always related to the app losing and not regaining a connection to the 3CX server correctly - restart the app and it will work as expected. More info on that issue here: https://www.3cx.com/community/threads/webrtc-line-is-not-registered-desktop-app.118312/

The WebRTC error only occurs when the "call using" is set to Smartphone in the web client, and you click the green answer button on the dialer when it pops up on an inbound call.

There are two bugs as I see it.

1. The web client is audibly ringing when "call using" is set to Smartphone
2. The green answer button in the web client should not be enabled when "call using" is set to Smartphone

 

[SweetAction]

Incorrect - The web client does not audibly ring when the "call using" is set to a desk phone, because the desk phone itself will ring and the dialer in the web client will control the desk phone.


The WebRTC error only occurs when the "call using" is set to Smartphone in the web client, and you click the green answer button on the dialer when it pops up on an inbound call.

There are two bugs as I see it.

1. The web client is audibly ringing when "call using" is set to Smartphone
2. The green answer button in the web client should not be enabled when "call using" is set to Smartphone

Regarding ringing when set to deskphone - apologies, my test extension had an external ringer also hooked up (from a demo) and I mistook it for the desktop. Correct that the desktop doesn't ring when set to a deskphone on an inbound call.

Regarding the WebRTC issue, actually there is a bug here, but it's much quite a bit larger. You can replicate the WebRTC error ONLY if the extension has a desk phone also attached. If it doesn't (so just the desktop app and a smartphone) the green button will actually answer the call. Not on the smartphone but on the desktop. The call is invisible to the client (it will pass audio) but can be seen in the panel and will continue on until you drop it or the other side hangs up.

I suspect the client ringing when it's set to smartphone is because of the SIP invite being sent out regardless of what the client is set to. This makes sense because I could have the desktopapp/webclient open on many machines and some may be set to smartphone and some may be set to desktopapp etc.

So I'll agree that 1 enhancement should be made and 1 bug should be filed.
Enhancement 1: Setting to smartphone should have an option to disable call control completely (ringing, answer, reject, etc.). This should be togglable on a per user basis.
Bug 1: It's possible to have a ghost call on the desktop app with the current client.

 

[coreybrett81]

The call is invisible to the client (it will pass audio) but can be seen in the panel and will continue on until you drop it or the other side hangs up.

I experienced this once also.

 

[chadwick_corey]

Why is the Web Client / Desktop App ringing when the dialer is set to "Call using: Smartphone" ?

If I click on the green pickup button, I just get an error message that the WebRTC is not registered.

Seems to me, it should only ring if it is set to "Call using: Browser" or "Call using: Desktop App".

This is still an issue.
Clicking the green pickup button the web app no longer results in a WebRTC error message, but the call just seems to connect to nothing.

If the Call using is set to "Smartphone", the web app should not ring at all, and the green answer button should not showup.