3CX and IOS Issues

[Tahir]

Installed a 3CX system using PBX Express, all is working perfectly fine with just an odd issue with multiple IOS Phones. When the 3CX client is installed on the iPhone and an incoming call is received, if the user tries to pickup the call it just accepts the call and says 'Call ended' and but the user calling continues to ring out.

The logs tend to show the following:

10/29/2018 5:08:25 PM - [CM503003]: Call(C:1): Call to <sip:[email protected]:5060> has failed; Cause: 408 Request Timeout/INVITE from local

If we use an Android phone and the 3CX client, there is no problem it works perfectly. Anyone seen this issue and know of a fix or what may be going wrong? It has been tested on multiple devices, and the issue occurs specifically when the phones are on 3G/4G, if connected to WiFi they work fine. Also, it is using the 3CX Tunnel.

I have also had to uncheck, 'Enable PUSH for smartphones', 'Re-provision phone at startup', Use 3CX tunnel for remote connections'. If I dont, then even when the desk phones are disconnected, or if I disconnect the broadband to the site (this also disconnects the SBC) the extensions say lit to green, and its strange because even when the 3CX client is uninstalled from the iPhone's the extensions remain green.

Any insight on the above would be appreciated.

Device Info
-------------------------------------------------------
Phone Model: IPHONE
Generation: 3G/4G
Firmware Version:
Jailbreak: NO
Cydia Installed: NA

Issue Info
-------------------------------------------------------
Handset: IPHONE
Contacts: EXCHANGE (No problem with contacts)
Connection: 3G/4G
Server: External OVH

 

[Tahir]

Anyone possibly able to assist with the above?

 

[YiannisH_3CX]

Also, it is using the 3CX Tunnel.

I have also had to uncheck, 'Enable PUSH for smartphones', 'Re-provision phone at startup', Use 3CX tunnel for remote connections'.

Are the phones using the tunnel to connect to the PBX or not? IF not then i would recommend enabling the option and re-provision the clients and see if the issue persists.

If I dont, then even when the desk phones are disconnected, or if I disconnect the broadband to the site (this also disconnects the SBC) the extensions say lit to green, and its strange because even when the 3CX client is uninstalled from the iPhone's the extensions remain green.

Only push is needed to be disabled in order for extensions to de-register from the management console. However with Push off you will need to keep the app always on to be able to receive calls.

Phone Model: IPHONE
Generation: 3G/4G

Is this correct?

 

[Tahir]

Are the phones using the tunnel to connect to the PBX or not? IF not then i would recommend enabling the option and re-provision the clients and see if the issue persists.


Only push is needed to be disabled in order for extensions to de-register from the management console. However with Push off you will need to keep the app always on to be able to receive calls.


Is this correct?

All internal Yealink phones are using the 3CX Tunnel and have no problem.
The 3CX Clients on both IOS and Android are also set to use the 3CX Tunnel. However, when on WiFi IOS works fine, when on 3G/4G IOS does not work, the calls come in as expected but when the user tries to answer the call it just says 'Ended'.

The IPHONES are both iPhone 7's

Regards

Tahir Ahmed

 

[craigreilly]

What is your cellular network?

 

[Tahir]

4G with EE

 

[Vali_3CX]

Hi Tahir
On your iPhone, is 3CX allowed to use cellular data?

 

[Tahir]

Yup. When i use WiFi it works fine as expected. Whenever its cellular, 4G over EE then when a call comes in and the user answers it, it just ends the call but the user calling continues to hear a ringing tone which eventually times out to an answerphone message. No one seems to be able to help but as its occurring on multiple iPhone devices it seems to be a 3CX bug which is not being acknowledged or investigated.

I don't have support and don't really want to spend £75 to only be told its a known bug.

 

[Vali_3CX]

Sorry for late answer:
can you ask/check if your provider (EE) blocks non-standard ports? Specifically, 5060/5061/5090.
Thanks

 

[Tahir]

I have EE users on Android that dont have a problem. It seems to be specific to IOS devices. If EE was blocking the ports I would have the same issues with 3CX on both Android and IOS devices.

 

[Vali_3CX]

If the 3CX client is in the foreground it registers? Can you make calls?

 

[Tahir]

Yes, it allows outbound calls no problems via Android and IOS.

 

[Vali_3CX]

I will send you a PM later, I will ask you for some logs.
Thanks

 

[Tahir]

Thanks would appreciate that.

 

[intech1]

Was there a fix to this issue? I have the exact same issue. ok on android via EE but not on ios but works 100% ok on WiFi

 

[Tahir]

No this is ongoing, client has not yet produced the logs I need to send to Vali. Sorry.

 

[Marari]

@Tahir , @Vali_3CX , @YiannisH_3CX
I just saw a post about EE having an issue. Please look into this.

https://www.3cx.com/community/threa...from-one-client-to-another.61277/#post-257932

 

[intech1]

Can I produce and send the logs you need @Tahir ?
Or are we waiting on EE sorting from their side?
I tried the IPV6 solution from here: https://www.3cx.com/community/threa...from-one-client-to-another.61277/#post-257932
But the result was the same.

 

[Steven Fletcher]

It's not an EE problem, but see https://www.3cx.com/community/threads/15-5-400-cannot-answer-calls-via-4g-on-pixel-2.61871/#_=_ for the APN workaround.

 

[intech1]

Thanks @Steven Fletcher unfortunately you can't adjust the APN on an iPhone with EE you are locked out of it