Click to Call Webexapp not working

[Shalid Kurunnan Chalil]

Hi All,

One of our customers heavily relies on the click-to-call feature of the Webex app. However, recently, it has stopped working for a significant number of users. I have already checked the default app and default protocol configurations, and they are set up in accordance with the documentation provided [ https://help.webex.com/en-us/article/4jvv1p/Webex-App-%7C-Choose-as-your-Calling-app ].

Interestingly, when the Webex app is not running on the desktop, it successfully opens the Webex app when a user clicks on a phone number. However, when the Webex app is already running, clicking on a phone number doesn't trigger any action.

Do you have any thoughts or suggestions regarding this issue?

Customer is using webex calling. 

Regards

Shalid

[TDailey]

Hello,

Was this for the Webex Calling app used with cloud calling? Or was it in the Webex Contact Center within D365 CRM?  Our outbound click to dial just stopped working in the last month or so in Production D365/Webex Contact Center.    Any Cisco help on here to provide answers or updated documentation for click to dial in D365 would be appreciated as well. thank you!

[Shalid Kurunnan Chalil · Accepted solution]

Finally, the fixed version is available to download. 

You can find here 64 bit Windows version 

https://binaries.webex.com/WebexDesktop-Win-64-Gold/20231108114138/Webex.msi

tested and the click-to-call is working now.

Regards,

[NickSPH]

Hi Shalid,

Thank you so much for contacting Cisco Support! We use Webex via a partner, so we had no possibility of contacting support directly.

It seems the November update, with version 43.11.0.27795, fixes the issue!

With kind regards,
Nick

[boemm support]

Hi all,

We are facing the same issue for months now. As outbound calling company, this bug is causing severe impact on our operations, with around 5000 users impacted. Due to automatic update it's impossible to keep using the old version where the bug was not yet included. 

We presumed that the bug would be fixed in the tomorrow's version, but it's still open? Is there a work around available?

Thanks for you help,

[Shalid Kurunnan Chalil]

Update: 

Following collaboration with Cisco engineers, they have confirmed the issue, and the fix will be included in the upcoming release scheduled for November 7, 2023. We will conduct testing and provide an update once it's available.

Regards,

We will test and update once it is available. 

Regards

[Brent Musselman]

Thank you for the follow up and workarounds. Did Cisco provide a bug ID for this?

[Shalid Kurunnan Chalil]

They just updated the bug ID

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCwh82821 

Issue: Webex app not reacting for call initiation via tel: or clicktocall: handlers
CSCwh82821

Symptom: Webex app is not reacting to call handler requests outside of Webex after the 1st call is made.

Conditions: Using any calling method, try to use tel:###### via Windows run, etc.

Workaround: Place and make calls via Webex app

Further Problem Description: Fully quitting/exiting Webex App and re-launches will enable the user to place the first call, but subsequent calls will not be made

Regards

[Mikael Hansson]

We are doing a Proof of Concept (PoC) with a customer that are looking to use Webex Calling integration with Microsoft Teams and all of the users in the PoC-group are having same issue with nothing happening when they use Click2Call. Click2Call from within msTeams is the primary reason to have this integration. Wondering if this is a limitation in Windows/Teams or if it is related to the Webex App ?
We have also set up the default app settings in windows in accordance with the guide. Customer is using CUCM on-prem currently.
regards
Mikael

[Shalid Kurunnan Chalil]

My issue has been resolved temporarily. The issue is with the latest webex app installation. I downloaded the previous version  43.7.0.26612 and click to call is working. 

Please try with this version. 

I have opened a Cisco case to see if there is any bug on the 43.9 Webex app. 

you may download the previous version either from the above link or from the control hub. 

Regards

Shalid