3CX iOS "Call/Transaction Does Not Exist"

[Orbitel_Marcus]

Hi Guys,

Got a strange one.
We have a single customer experiencing an issue through their iOS app for around 4 weeks where when a call is transferred through to their extension and there is no sound / notifications when they answer the call.

Testing performed:

• Push notifications enabled on extension.
• 3CX Firewall passes
• Reprovisioned the App
• iOS 3CX permissions all enabled
• Setup another extension on the iPhone, no issues
• Setup extension on someone else's iPhone, no issues
• It appears to only happen when iPhone is on Cellular, some times.
• When issue happens, it's always from calls transferred from an internal 'receptionist' extension, DID calls are fine.

Customer is using a major local carrier so I'm doubtful she's driving through a blackspot each time.



3CX:
Running Self-Hosted, Linux
v18.0 (Build 20)

iPhone
iPhone 11 v17.3.1
3CX v20.0.1.25

 

[Vali_3CX]

@Orbitel_Marcus
Bottom line, only the PBX verbose logs could reveal what happened with the transferred call at the moment the iPhone's pickup "answering" call is performed.

Most commonly, such case may occur for queue calls and/or forked-id devices - ie, when the iPhone "answer", the incoming call has already been dropped or answered elsewhere.