3CX goes to voicemail if user is using cell phone

[ZFX]

I have a client that would like his 3CX desk phone to ring many times while he is on his cell phone. Right now if he is on his cell phone, not using the 3cx softphone app, and his desk phone rings, it will only ring once and transfer the call to voicemail, like it's detecting he is on another call on 3CX but he is using his mobile carrier service. This is not giving him the chance to tell the caller he needs to go and then answer the other line before the 20 second timeout. His cell phone has the softphone app installed and it's an Android. I can replicate this issue on both Android and Apple cell phones. I feel it's a setting, but I cannot find an answer on how to modify this behavior.

Any thoughts on how to fix this?

 

[JoshWS]

Have you tried enabling accept multiple calls for the user? under forwarding rules then general options

 

[ZFX]

I should have said that I have Accept Multiple Calls enabled. I have also set Allowusebusyoptforgroup to 1.

 

[providencetg]

I have also seen this issue and trying to figure it out. I do notice that it does not happen on one of the telcos in my country.

 

[SteveITS]

Is the user's status set to forward the call to their cell? If the cell company answers (voicemail on cell) that will grab the call.

 

[NicholasP_3CX]

Is the option to ring the mobile as well active?

 

[providencetg]

Is the user's status set to forward the call to their cell? If the cell company answers (voicemail on cell) that will grab the call.

Not at all. Even tried it with new extension and on a different system.

 

[providencetg]

Is the option to ring the mobile as well active?

View attachment 46965

No, checked all of those things.

 

[ZFX]

My user does not want it to forward to his cell. If he is sitting at his desk using his carrier line, he wants the opportunity to answer the desk phone and hang up his cell phone, but it rings once and goes to voicemail.

 

[brorob]

I ran across this post because I have a user that is reporting the same issue. When she is on her cell phone for a personal call, not using the 3CX app that's installed on her phone, it rings her desk phone once then goes to voicemail. This does not give her the opportunity to hang up her personal call and answer the 3CX call.

Does anyone have a solutions for this? The also ring mobile option is not selected under her options but accept multiple calls is selected.

 

[NikosT_3CX]

@brorob if you have enabled "Also ring my mobile" and the actual mobile declines the call check the Event Log for any errors.
This mainly depends on the actual mobile device and if it has enabled also there the "multiple calls" or not.

 

[brorob]

@brorob if you have enabled "Also ring my mobile" and the actual mobile declines the call check the Event Log for any errors.
This mainly depends on the actual mobile device and if it has enabled also there the "multiple calls" or not.

I stated the also ring my mobile option is not enabled, but accept multiple calls is enabled.

 

[NikosT_3CX]

@brorob if you have an iPhone, the call will not be rejected, it will come on the phone and notify the caller.
If you have an Android, go to Advanced >> "Car/Bluetooth support ( Telecom API ) is enabled or not ?
What phone do you have ?

 

[brorob]

@brorob if you have an iPhone, the call will not be rejected, it will come on the phone and notify the caller.
If you have an Android, go to Advanced >> "Car/Bluetooth support ( Telecom API ) is enabled or not ?
What phone do you have ?

Hello. I checked with the user and she has the app installed on an Android device and the Car/Bluetooth support (Telecom API) option is selected. Should this be turned off to see if it fixes this issue?

Thanks.

 

[NikosT_3CX]

@brorob yes please try it. This also depends on the Android model.
On some tests we made on our side when the Telecom API is disabled and the phone is on GSM,
then the call from the 3cx client is declined. When enabled, the call rings and the GSM call can be placed on hold and
answer the 3CX call.
Ensure also that the 3cx client is on the latest version : https://www.3cx.com/blog/change-log/3cxphone-android-build-history/

 

[brorob]

@brorob yes please try it. This also depends on the Android model.
On some tests we made on our side when the Telecom API is disabled and the phone is on GSM,
then the call from the 3cx client is declined. When enabled, the call rings and the GSM call can be placed on hold and
answer the 3CX call.
Ensure also that the 3cx client is on the latest version : https://www.3cx.com/blog/change-log/3cxphone-android-build-history/

I was out the past few days but I'll check with the user to see if changing this setting helped. She did have it turned on so I asked her to turn it off. I also had her uninstall the app and reinstall from the app store because I read another post that mentioned this to fix a similar issue.

Thanks again for the information.