Android Issues

[commercial1]

I don't have an android handset in order to test a few issues customers are having, can anyone assist with the following two issues?

1. A call comes in the notification of the call appears for a few seconds and then disapears
2. When a user is on a 3cx call and a mobile call comes in their 3cx call volume is reduced and microphone volume but never return back to full volume after ignoring the mobile call coming in and have to redial to get original volume.

Many Thanks all

 

[ChrisC_3CX]

Hey @commercial1

Just so that we first get a better understanding of the situation, please provide the information mentioned here: https://www.3cx.com/community/threads/every-new-post-must-contain.20492/

Also, does the first issue you mention happen for every call on specific devices or all devices and on all remote networks? Does the same apply for the second issue you mention?

 

[commercial1]

• Samsung S20
• Android 10
• 16.6.2
• 3CX PBX Version: 16.0.1078 Debian
• WiFi
• Hosted

The customer tells me it happens on all calls on his device details above and belives his collegues have the same issue also use the same handset.

Second Issue is on a different customer and different PBX his handset is a Galaxy10 running the same versions as above on PBX and handset again cloud hosted. He has the issues both on Wifi and mobile 4g data

 

[ChrisC_3CX]

For the first issue, I would recommend creating a new extension and then provisioning it on that same device as to eliminate the possibility of the issue being related to extension configuration.

• Completely uninstall the 3CX Android client from the affected device and re-install via the PlayStore.
• Access the Management Console and go to Extensions.
• Click on Add and create a test extension with the user's email address(one that's available on his android device).
• Back in Extensions, select an extension and click on send welcome email.
• Have the user provision using the configuration file in the newly sent welcome email.

For the second issue, access the 3CX Android Client and try toggling Car/Bluetooth support(Telecom API) on or off from within Menu >> Advanced. Check if having the mentioned option on or off changes the behavior.

 

[commercial1]

Thanks, i have already tried a new extension and that has the same issues, i suspect it is not actually the 3cx app having the issues but more the Samsung notification settings somewhere on the devices.

Second one many thanks for this i will get the user to try and let you know.

 

[ChrisC_3CX]

A good idea would also be to try the 3CX Android Beta version to also eliminate the possibility of the issues having something to do with the current version of the 3CX Android client.

To install the Beta version (currently v16.7.0.23):
• Open the Play Store and search for 3CX.
• Uninstall the current version and then scroll down to where it says "Join the Beta".
• Press Join and then confirm by pressing Join again.
• Where it said "Join the Beta" it will now say "Joining Beta...", come back to it later and it should say "You're a Beta tester".
• Once this happens, re-install the App and test to see if the issue persists.

 

[ChrisC_3CX]

In addition to my previous reply, do note that the first issue you reported may be due to the fact that the PUSH gets delayed so the android device does not ring for the whole duration of the ringing call.