Yealink WH62 Teams / 3CX Windows App call button conflict

[Peter Tomlins]

Hi - appreciate this isn't exactly a 3CX issue but we are trialling a WH62 before roll out to customers and we're having problems with answering calls via the headset button with the WH62 when Teams is open. When Teams is closed, or uninstalled the 3CX app detects when the headset button is pushed to answer a call. With Teams running, nothing happens with incoming 3CX calls (it will answer Teams calls). We have tried this with and without the Yealink "USB connect" app present on the PC. The headset integration in the 3CX app is enabled.

Has anyone experienced this issue? We have other headsets (Poly) that play nicely with both 3CX and Teams (and the Plantronics Hub installed).

TIA

 

[Evolute IT]

Hi - appreciate this isn't exactly a 3CX issue but we are trialling a WH62 before roll out to customers and we're having problems with answering calls via the headset button with the WH62 when Teams is open. When Teams is closed, or uninstalled the 3CX app detects when the headset button is pushed to answer a call. With Teams running, nothing happens with incoming 3CX calls (it will answer Teams calls). We have tried this with and without the Yealink "USB connect" app present on the PC. The headset integration in the 3CX app is enabled.

Has anyone experienced this issue? We have other headsets (Poly) that play nicely with both 3CX and Teams (and the Plantronics Hub installed).

TIA

That is indeed a Yealink issue, if the Poly works as expected.

 

[NickD_3CX]

Hi @Peter Tomlins ,
Try upgrading the Yealink WH62 firmware to the latest version (104.430.0.40 at the time of writing I believe...), then try again.

Remember that after you upgrade the base, I believe you also need to place the headset on the base so that upgrades too, so make sure you read the full Yealink instructions on how to do this.

 

[Peter Tomlins]

Hi @Peter Tomlins ,
Try upgrading the Yealink WH62 firmware to the latest version (104.430.0.40 at the time of writing I believe...), then try again.

Remember that after you upgrade the base, I believe you also need to place the headset on the base so that upgrades too, so make sure you read the full Yealink instructions on how to do this.

Hi Nick, thanks for the advice - alas this has already been tried.

What is interesting is that the new "web client" PWA seems to behave absolutely fine, vs the Windows app (we literally just tested this). This may be a good enough workaround.

Yealink support have provided us with a "plugin" to install but it appears this is designed for the old V16 client (the documentation is awful, but the file date seems to imply it was pre V18's release). I wonder if they need to release an update for the Windows app?

 

[NickD_3CX]

Yealink support have provided us with a "plugin" to install but it appears this is designed for the old V16 client (the documentation is awful, but the file date seems to imply it was pre V18's release). I wonder if they need to release an update for the Windows app?

Exactly, the plugin Yealink provided you with was something created by Yealink, so I can't really speak for that.
The PWA, WebClient and Desktop App should all work in the same way.
(Not to confuse the new Desktop App with the 'old' Windows Client)

 

[Peter Tomlins]

Exactly, the plugin Yealink provided you with was something created by Yealink, so I can't really speak for that.
The PWA, WebClient and Desktop App should all work in the same way.
(Not to confuse the new Desktop App with the 'old' Windows Client)

For what it's worth, we're definitely seeing a difference in the WH62's behaviour between PWA and Desktop app. I think we can make this work for the customer, using the PWA - thanks for your help!

 

[RyanOord]

Yes, I am experiencing this issue with WH62. It will not answer or hang-up the V18 client. It worked with the V16 client. I Have made sure the app is connected to the phone.

 

[RyanOord]

Hi @Peter Tomlins ,
Try upgrading the Yealink WH62 firmware to the latest version (104.430.0.40 at the time of writing I believe...), then try again.

Remember that after you upgrade the base, I believe you also need to place the headset on the base so that upgrades too, so make sure you read the full Yealink instructions on how to do this.

I am running this firmware and it does not work.

 

[NickD_3CX]

I am running this firmware and it does not work.

Is this what shows in the Desktop App?



Btw, when testing the new Desktop App, make sure that the 'old' Windows client is not running at all, not even in the notification are. The plugin of the old app might be interfering with the new app.
The even better thing to do, completely uninstall the old client, reboot the PC, try the Desktop App again.

 

[Gus_nf]

I am having the same issue. Running the latest firmware.

 

[NickD_3CX]

I am having the same issue. Running the latest firmware.

Can you tell me exactly which firmware you have installed on the WH62?