3CX App cannot receive calls

[kdmolle]

Good evening,

We have multiple Android phones running the 3CX app in the field. Several will not receive calls, the VM immediately answers the extensions. The phones can call out internally and externally. App says "Ready for calls" but status square is grey, and the contacts and status screens are blank now as well.

All are currently running 3CX App version 16.6.2.89
Android Version 7 to 10
various models are used (ZTE 971, ZTE Avid 4, Armor X5, etc.)
Carrier is T-Mobile, but does not work on WiFi either.

These were all working fine when installed and tested over the last 1-3 months but over the past few weeks something changed.

Any guidance or help is appreciated.

Thank you,
Kevin

 

[VasilisV_3CX]

Hi @kdmolle,

Grey means the soft phone isn't hitting the web interface. Are the extensions showing up in the Web Client under people? Have you tried to re-provision the android phones?

 

[kdmolle]

Hi @kdmolle,

Grey means the soft phone isn't hitting the web interface. Are the extensions showing up in the Web Client under people? Have you tried to re-provision the android phones?

I have re-provisioned the softphone and removed/reinstalled the 3CX App and reconfigured it. The extensions show up on the extension list but they are red. The odd part is that I can call extensions and external numbers from the phones, but they cannot receive internal or external calls. They are configured identical to those that are working, and they did work initially when installed and tested.

 

[VasilisV_3CX]

Hi @kdmolle,

Can you ensure the extension has the following checked?

In the Management Console >> <Extension> >> Forwarding Rules >> Accept Push Notifications is checked.

Also ensure that within Options >> Block Remote Tunnel Connections (3CX App connections with Tunnel enabled & SBC will be blocked) is not checked.

 

[N_G]

100% a network issue that is occurring. If the phone is not registered, its simply not able to communicate with the PBX. Could be firewall, mobile data network something like that....

 

[farsight]

Same issue. Two different phone systems. One is a customer and the other is our office. A day or so ago, calls to the extension would ring the android app. That has stopped.

When a call comes to the extension (and the android phone), the cell phone would ring and a pop-up on the top of the screen to 'accept' the call. Neither is happening now.

The settings that were listed above were checked and they are correct.

 

[VasilisV_3CX]

Hi @farsight,

Create 2 test extensions for me, send yourself the 2 welcome emails download the provisioning files. Once downloaded, upload them to a filesharing site of your choice and send and send them to me IN A PM (not here!). That way I can check to see what is being created by your system.