After-hours incoming calls do not vibrate the mobile 3CX app

[Benzim]

> Environment: SMB hosted by 3CX, V20.0.995 SP9
> Android app: Version 5.6 (20.7.0.5)
> Device: Pixel 7 etc running Android 17
> A/B Test results: When incoming trunk calls are routed directly to the After-hours group, the call notification will vibrate the phone as desired. But in our normal configuration (trunk → Main group → after-hours diversion), the phone does not vibrate. The call is received but vibration is suppressed on the incoming call notification.
> A/B Test No 2: If after-hours diversion is routed to the user, their device vibrates fine. But if set to the A-H ring group, that same user will get the call but without vibration
> Other notes: Notification profiles on the device all have vibration enabled/allowed. The device is Available (green) at all times.

 

[Guillaume Bourgeois]

In the users’ Call Forwarding settings, under the Available status, is "Accept calls from Ring Groups" enabled ?

 

[Benzim]

Yes that option seems to be on by default and we've left it on for everyone. I just checked it to be sure
The After-hours (diverted) group calls do ring the phone btw, but sans vibration.

 

[Guillaume Bourgeois]

Start by restarting the mobile phones.

Then uninstall the 3CX app and reinstall it, making sure you install the latest version available from the Google Play Store.

If the issue persists, please follow the recommendations in the troubleshooting guide:
https://www.3cx.com/docs/android-push-troubleshooting/

There’s no setting in 3CX that would cause push notifications to behave differently depending on whether the call comes from a Ring Group or is a direct call. This suggests that something else may be interfering with the push notification.

Please go through the troubleshooting guide and test each suggested resolution, even though it doesn’t specifically cover Android 17.

Let us know which steps work and which ones don’t.