3cx on iPhone 11 does not ring for incoming call

[Kwang Mien]

Hi Support

We have a user who is using 3cx on iPhone 11 has issue receiving call. Our 3cx server is version 18 Update 9

Whenever there is an incoming call, the 3cx did not ring but on the call logs, the missed call was recorded.
Other users' 3cx on their mobile do not have this issue.

We have done the following , but the 3cx on the user's iPhone still cannot receive call.

a) Reboot phone
b) Reinstall 3cx on the phone
c) Use a different user’s account
d) Tested incoming call on Wifi and 4G

Can anyone advise how to resolve ?

Thanks

Regards,
Kwang Mien

 

[Alphabetic]

Have you checked that on their status profile the "accept push notifications" is checked?

 

[Kwang Mien]

yes. "Accept push notifications" and "Enabled push notifications" are checked.

 

[Alphabetic]

Is the ext set up on another endpoint? Can you log in to webclient to see if this rings?

 

[Kwang Mien]

yes. both the webclient and the IP Phone can ring , except the 3cx on iPhone cannot

 

[SweetAction]

c) Use a different user’s account

Does the issue stay or go when you do this (use another account on the same iPhone).
What about when you use this account on another iPhone?

Performing this test will let you know if the issue is tied to the extension or the phone itself.

 

[Kwang Mien]

Does the issue stay or go when you do this (use another account on the same iPhone).
What about when you use this account on another iPhone?

Performing this test will let you know if the issue is tied to the extension or the phone itself.

the issue persists using another account on the same iPhone. However there is no such issue using the same account on another iPhone.

Is there any setting on iPhone which may have caused the issue of 3cx not ringing for incoming call ?

 

[SweetAction]

It sounds like an issue with Apple push to that device.

Do you have any other apps that use push on that device? Does push work correctly there?

This might need a ticket to 3CX support - PBX uses 3CX's push account so the logs you need would be only available to them and Apple support.