Android and iOS apps are not ringing in the call queue

[Brett@JBP]

Good Day

I am fairly new to 3cx, we have been using the product for around two weeks and everything has been running smoothly.

Recently I created a call queue.All staff are working from hone due to Corona so they are using their phones as devices as well as viewing and making calls from their web client on their computers. The computers do not have audio or mics so their phones are their only option.

Most of them have been receiving calls perfectly from the queue but some are having problems where their phones will not ring.

I have been looking through other threads to try and fix the problem but have had no luck.

Push notifications are set on the extensions. Their web clients are set to softphone. None of the staff have a physical IP phone.

We are running our server in Google Cloud through our domain.3cx.co.za.

I have updated the Push Account to use our own account through Firebase as per the 3cx manual.

Our license is Professional 16.0.6.584
Users have deleted the app and reinstalled, I have also resent the welcome email to provision the phone.

Please could someone help.

 

[Paultechnica]

Look at the polling strategy, is everyone logged in the Queue?
Can you see callers in the 'number of calls in use'?

 

[Brett@JBP]

Everyone is logged into the Queue.

I am using the Q-Manager on the desktop version. All staff are logged in.

The polling strategy is set to fewest calls. If an extension does not answer it forwards to a ring all group.

Yes, the callers appear in the numbers of calls in use. We have a 16 sc. We should not breach that with the number of calls we receive.

 

[Paultechnica]

It could be the private network m8, perhaps something is blocking in their network like SIP ALG..

Try to use the app on the mobile and don't use the Wifi to see if that is the solution. You can filter it by doing this.

 

[Alphabetic]

First run a firewall test on your 3CX to ensure it's 100% pass.

You said everything ran smoothly for a few weeks - so whats changed?

I would go for a reboot of the 3CX PBX when you can and then see if that sorts you out.

Then I would look to see which extensions have this problem, does this happen on each call for these extensions?

can these extensions perform echo test (*777)

Can you call ext to ext

Like above, can they receive calls over mobile data.

Are mobiles running latest OS updates.

 

[Brett@JBP]

Thank you for your messages.

I do see daily there are IP addresses that are being blocked by the system. I don't know if that has something to do with it. I do delete them when I see them pop up.

I have rebooted the system, reprovisioned all the extensions. I have logged into their computers to check that it is all working from the browser side.

I am running it on my Apple iphone and have not had one problem. It will work on my staff's Andriod phones for awhile and then stop working. The call queue is currently sitting at 18 serviced and 13 abandoned.

Even extension to extension does not ring on the phones.

Will check the running latest OS updates.

 

[JohnS_3CX]

Hi,

1. Firstly, make sure the users phones can receive normal internal calls (ie. call their extension directly and see if it rings).

2. Then you need to see whether they are on the "Available" status. Statuses can be edited from their mobiles, so if they switch to a status that makes them not available, they won't ring.

3. Also some statuses have the option "log me out of queues" automatically.

4. Statuses also have the option to disable PUSH notifications, check this too

5. Finally, make sure you understand the difference between Global Queues Login, and Explicit Queue Login. The global switch logs you out of queues entirely, whereas the explicit switch can log you in/out of queues selectively (ie. I belong to 3 queues, but i want to be logged into 1 only or none even)