iOS FaceTime calls routing through 3CX extension / No audio on incoming 3CX calls

[b-focused-Jorn]

Hello,

We are experiencing a unique issue with one of our clients using the 3CX iOS app, where regular iOS FaceTime calls are somehow attempting to route via the 3CX network/number. Additionally, the user is experiencing a total loss of audio when trying to answer incoming calls via the 3CX app.

What we have already tried:

• Verified the iOS FaceTime settings (Settings > FaceTime). Checked the "You can be reached by FaceTime at" and "Start new calls from" sections to ensure only the user's private mobile number or Apple ID email is selected (not the 3CX number/extension).
• Verified the default voice line (Settings > Mobile Data > Default Voice Line) is set to Primary (the private SIM card) and not the business/3CX line.
• Disabled the "Integrate with Device Recents" setting within the 3CX app to see if it would stop the interference with FaceTime, but the issue persists.
• The user reports that everything appears to be configured correctly on the device, but incoming 3CX calls still have no audio, and FaceTime remains broken.

Since this is a highly unusual conflict between native iOS features (FaceTime) and the 3CX app, we would appreciate your insights.

 

[Vali_3CX]

@b-focused-Jorn
Please check if "Also ring my mobile" is ON.
if yes, turn it OFF then try to see if issue still happen.

 

[b-focused-Jorn]

@b-focused-Jorn
Please check if "Also ring my mobile" is ON.
if yes, turn it OFF then try to see if issue still happen.

Thanks for your quick response. The Also ring my mobile option is already turned off.

 

[AbdullaR_3CX]

Hi @b-focused-Jorn,
Can you try to change the Caller ID from Settings> Apps > FaceTime, and then try again to place a FaceTime call

 

[b-focused-Jorn]

hello @AbdullaR_3CS ,
I asked the customer to send me a screenshot of the settings:
It looks like the settings are correct.

 

[AbdullaR_3CX]

Hi @b-focused-Jorn
Ask him to check under Settings> Apps > FaceTime > Caller ID
Not under the default apps.