Android app cant answer calls from lock screen

[GBC_James]

Hi
PBX version 16.0.8.9 hosted on prem on Windows Server 2019 Standard

Brand new Nokia 2.4 running android 11

3CX app version 16.7.7.118

So i have read many posts about the android app not allowing users to answer, no audio, etc, but I have found no definative solution, hence this post.

In app settings, I have turned off Battery optimisation.
When the phone is unlocked I can answer calls from a Drop/Answer pop up box (the app doesn't open so no green button)
When the phone is locked but the screen is awake, the app is displayed and I can answer calls using the apps green answer button.

But when the phone is locked and the screen is dark, I cannot answer calls, There is just a standard android notification which says "incoming call" If i tap it, it then says "tap again to open", I am then prompted to input the lock screen password, or unlock with fingerprint. If I do that the phone unlocks and I can answer the call.

However, our users (who get this problem on Nokia 2.4 and Nokia 5.1 phones) are complaining because they should be able to answer calls without unlocking phones. And they used to be able to do so.

This problem occurs using wifi or just cellular.

Hope there is a solution, we are getting a lot of bad press (internally) as an IT department due to problems with android app.

Many Thanks

James

 

[GBC_James]

So this is getting ridiculous.
The phone has not been used over the weekend. Today I powered the phone on and 3CX will not receive ANY incoming calls. All we get is a missed call alert pop up.
We can dial out ok.
After dialing out once, we tried calling the extension again and got a ring tone, but no other activity, so no 3CX front end teling us we had a call, not Drop/Answer pop up, therefore no way to answer the call.

I deactivated thew account in 3CX, shut the app down, reopend and reactivated the account.
A call comes in with the Drop/Answer pop up at the top of the screen, but NO RINGTONE.
Taping "Answer" had no effect, we were totally unable to answer the call.

I have deleted the account and reprovisioned, but get the same errors.

What confounds me is the random, intermittent-ness of this problem.

Our users who are suffering from this and escalating their complaints to our organisations management team.
It may be we have to ditch this 3CX app..

 

[GBC_James]

I switched verbose login on and sent a couple of log reports of failed calls

 

[ChrisC_3CX]

Could you also send them via PM to me and provide the caller and callee number, also a brief description of what happened with the affected call.

Note: Send the log file via email to your own address, download it and then upload it to a service such as GDrive, OneDrive, DropBox, etc and provide us with a link.

Also, can you try going into "Menu >> Settings >> Advanced" and disable "Telecom API", then try it again and let us know if anything changes?

 

[GBC_James]

Hi chrisC_3CX
Thanks I will do that.

TelecomAPI is already disabled, as is battery optimisation

 

[funktified]

Is there any solution to this?

I have a client with 3x Nokia 2.3 and having the same issue. Disabled as much as possible things not related to 3CX, gave 3CX max permissions. Disabled PIN. Push for Smartphones is enabled/checked.

Followed this guide: https://www.3cx.com/blog/docs/android-push-issues/

Is there a way to just show the dialler app within 3CX to accept/drop calls?

 

[funktified]

What we have determined is that if we call the extension first time the banner shows - we get the drop/accept option.

If we immediately call back after the initial call, the 3CX App shows correctly allowing the green/red buttons.

However if we wait say 10s after the initial call, it will show as a banner again.

 

[ChrisC_3CX]

@funktified

I've went ahead and PMed you for more information regarding this issue.

 

[ChrisC_3CX]

We've just released the new 3CX Android BETA App which contains many improvements but also addresses some issues such as this one!

If anyone has similar behavior please give it a try and let us know how it goes!