Android rings then disappears in 3cx

[brilledlighting]

We have just setup our 3cx and we're seeing good success. Everything is running well, forwarding to cell phones is working as we want etc. But on both android and Iphone, even when we have the app open, literally looking at it open on the screen, and call the phone extension, it will ring in the 3cx app for maybe 1-2 seconds then transfer over to the phone's phone app. We have tried running the app in the background. Tried changing the settings for preference on the 3cx phone over the android phone, still same results. Rings the 3cx for 1-2 seconds, then the answer button for the android or the iphone pops up and there is no way to answer in the 3cx app anymore.
With the 4 different phones we have here, all different models and extensions, i can't imagine we're the one ones seeing this issue.
Options?

 

[SweetAction]

Do you have ring my mobile simultaneously enabled? What happens if you put the phone in Airplane mode and then enable just WiFi?

 

[brilledlighting]

Do you have ring my mobile simultaneously enabled? What happens if you put the phone in Airplane mode and then enable just WiFi?

Thank you for the quick reply, this was an easy one. Yes, i had "ring my mobile simultaneously" selected. Unchecking that solved the problem. I understood this to mean it would call my desktop (extension) number as well as ring my cell. I misunderstood this part. Thank you, we're working now.

 

[SweetAction]

Thank you for the quick reply, this was an easy one. Yes, i had "ring my mobile simultaneously" selected. Unchecking that solved the problem. I understood this to mean it would call my desktop (extension) number as well as ring my cell. I misunderstood this part. Thank you, we're working now.

You can use the ring simultaneously but what's happening is 3CX app pops up, the the gsm app pops up and cancels the 3CX app. Hence why it shows for a few seconds and then disappears.

My advise: Only use ring mobile simultaneously for phones that don't have the 3CX app installed.

 

[JimB]

The problem with ring mobile simultaneously is that if your mobile is off / battery flat / has no signal then the call will go straight to your mobile's voicemail, before you have a chance to answer it.

 

[ChrisC_3CX]

I understood this to mean it would call my desktop (extension) number as well as ring my cell

Just to clarify, that's actually what should happen, but, as @SweetAction said, you may be facing some sort of conflict issue because it seems you also have the same extension provisioned on that same mobile device, meaning that the 3CX mobile app and the device's cellular connection will both receive a call at the same time which might be causing the behavior you're experiencing.

Try removing the extension from the mobile app and test again, your desktop app and the mobile device (cellular number) should both ring at the same time.