Android app v16.3 can't take inbound calls

[Rida]

Agent logged in the queue but he can't take the calls. He pusht the button but nothing happens.

Any suggestions are welcome,

My kind regards,

 

[JohnS_3CX]

Hi,

Check that the user is explicitly logged in to that specific queue. The button on top in the Global login, but it does not mean that you are automatically logged into individual queues:
https://www.3cx.com/docs/pbx-queue-status/#h.ivks9coc1qu5

 

[Rida]

Thanks for your replay!
the problem is not logging into the queue, but answering the phone. The app will ring and when i press the button to accept the call it doesn't work.

 

[JohnS_3CX]

If someone calls this extension directly will it work?

 

[Rida]

Making and receive intern calls no problem, only inbound calls from the queue!

 

[JohnS_3CX]

Ok try this:

1. Make a new queue, and add only this extension in it.
2. Ensure the extension is logged in to the specific queue.
3. Ensure it is logged in the the global queues too.
4. Call the queue from another extension, and try to answer when the mobile rings

 

[Rida]

Hi Johns,

It doesn't matter!

 

[JohnS_3CX]

What was the result exactly please?

 

[JohnS_3CX]

and please tell me your PBX Version too

 

[PimvanD]

Have you tried to remove the app completely?
I had the same issue after some updates for 3CX a few weeks ago where my client couldnt pick up calls anymore with the app on android and osx.

Completely removed the account from the app.
Completely removed the app from the phones.

Reinstalled it 3CX app
Send new welcome message
And provision via QR
Test again

 

[Rida]

Hi PimvanD,JohnS,

I did that, then it stays good for half a day and then it happens again.
Version 3cx Pro 16.0.619

 

[PimvanD]

What kind of phone are you using?
Which versions of the app are you using on the phone?

Edit* My fault.. I see it is android.

Have you tested other mobile phones with other extensions?

 

[Rida]

Yep I did "IOS" no problem

 

[PimvanD]

Try another android phone with:

- Same extension
- Another extension

 

[Rida]

I have 16 users in the queue, all users use the same phones!

 

[PimvanD]

Okay...

-16 users
-Same android phones
-Same 3CX app version.

Is the problem related to just that 1 user?

 

[Rida]

No, everyone is bothered by it!

 

[PimvanD]

Your title saying: V 16.3

Can you install: V16.4.1?

 

[waterways]

I am having the same issues on 16.3 and 16.4.1. I also have an issue where I need to close and open the app when connected via wifi to the same network as the server for my status to go green.

 

[Rida]

we use the following phone type : samsung Galaxy A40
Android 10
3cx app version 16.4.1