Technical support 3CX responds: sound files are not played and iOS client does not “wake up”

The voice message file does not play: convert it to the correct format

In versions 3CX to 15 (and in V15 to SP2) the use of various formats of WAV files, as well as MP3 files was allowed. Converting them to a 3CX compatible audio format was done on the fly. This put a high load on the processor and increased the demands on the hardware platform (or virtual machine). At the moment we do not support formats other than the specified:

• Format: WAV
• Channel: Mono
• Bit rate: 8 kHz
• Sample: 16 bit

If you use any other voice message format, you need to convert the files first. Otherwise, they simply will not be played to subscribers (the caller will not hear anything). We also note that all 3CX system voice messages are already delivered in the correct format.



We recommend using the Audacity utility to convert.

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Change bitrate

• After downloading Audacity, open the file you want to use in 3CX. The properties of the file are visible on the left. For example, in the file in the screenshot below, the bitrate is too high (16000 Hz), which needs to be reduced.

• Go to the drop-down list Project Rate (Hz) and change the bitrate to 8000.

• Click File → Export Audio , specify the file name (it is recommended to use Latin characters without spaces) and the WAV (Microsoft) file type signed 16-bit PCM .

• The file is ready for use in 3CX.

Convert MP3 file or stereo file

If you want to use your favorite music mp3 file or file with stereo sound, the procedure is as follows:

• Open the file and click on the arrow, as shown in the screenshot below.

• Select the Split Stereo to Mono option.

• Close the audio channel sections by pressing the small X button next to the file name.
• Go to the drop-down list Project Rate (Hz) and change the bitrate to 8000.
• Click File → Export Audio , specify the file name and file type WAV (Microsoft) signed 16-bit PCM .

3CX client for iOS is not activated when an incoming call from the push notification: update the Apple certificate

Many 3CX users come to us with a similar problem: the 3CX mobile client for iOS does not “wake up” on an incoming call. This is due to the fact that in February 2017 the certificate expired, which the 3CX system uses to interact with the Apple PUSH service, expired. This problem is observed only for 3CX v14 users. 3CX V15 users have the current certificate version. The recommendations are as follows:

• If you continue to use 3CX V14, download the current certificate from here .
• Switch to the new version of the 3CX V15. You will not need to install the certificate manually. In addition, you can use the new 3CX Client for iOS with Apple CallKit integration . The new client allows you to work with VoIP calls as you would with regular GSM calls: answer from the lock screen, switch between calls, and so on. You can download the client from here .

Certificate installation

1. After downloading the certificate, overwrite the aps_production.pfx file in the following folders
   
   
   
   
   1. C: \ ProgramData \ 3CX \ Bin \ Cert \ Apple
   2. In each folder C: \ ProgramData \ 3CX \ Instance X \ Bin \ Cert \ Apple, where
      
      X is an established 3CX entity. For a separate installation - 1, for a cloud server (3CX Cloud Server 14) - up to 25
   
   
   
2. For each 3CX entity, restart the Queue Manager Service .