Android app ringing but no call answer overlay when phone is unlocked.

[JoelRue_S5]

Multiple Android phones, all Samsung Galaxy A23's.
When the phone is locked and the user receives a call, the call overlay appears and they can answer/refuse the call.
Once the phone is unlocked and someone tries to call it, you can hear the ringing, but there is no notification/overlay to allow you to answer it.

I have tried an uninstall and reinstall of the app, and reprovisioning with different extensions.
Notifications are enabled
Battery optimization for 3CX app disabled
Provided app with full screen permissions during re-provisioning after reinstall

The mobile are managed intune MDM devices (kiosk mode). But the same issue still occurs after exiting kiosk mode.

 

[ThomB_3CX]

Hi can you confirm that the Answer on lock screen setting is enabled?
Hamburger menu > Settings > Advanced > scroll towards the end.

 

[JoelRue_S5]

Hi can you confirm that the Answer on lock screen setting is enabled?
Hamburger menu > Settings > Advanced > scroll towards the end.

Yes it is

 

[ThomB_3CX]

Thanks for your feedback.

In this case, please enable verbose logs, replicate the issue and send us the logs.

Enable Verbose logs
Hamburger menu > Settings > Advanced > Scroll all the way down and enable verbose logs

Replicate the issue and send us the logs via private message
Hamburger menu > Settings > Advanced > Scroll all the way down and Share logs

 

[smarin]

I have the same problem!
Has it been resolved?

 

[JoelRue_S5]

I have the same problem!
Has it been resolved?

Hi,

I was able to resolve this with the intune confguration setting: System notifications and information' set as 'Show system notifications and information in device's status bar'.

It appears that 3cx call notifications don't show up outside of kiosk mode unless the phone is locked regardless of this setting.
with this setting set as above, call notifications are showing up inside of kiosk mode correctly again.

 

[smarin]

Thanks @JoelRue_S5 works fine!