Android Softphones "offline / not available" in 3CX status, don´t wake up on calls

[Stefan_TC]

Hello,

we´ve setup 3CX with PBX Express on Google Cloud.
Version: Pro 16.0.6.665
Everything works as expected except for one thing!

Our main phones - 2x Android Softphones - unregister or "go offline" from 3CX at least once a week.
(The phones are rarely in use because we are still in the testphase.)

When the phones don´t show up in the 3CX status list, they cannot receive calls - they don´t wake up on business hours and they don´t wake up when a call comes in.
We have to manually open the app so the phones are available again and receive calls.
Phones: Moto G6 und Moto G8 Powerlite

What we tried:
--------------------------------
- disable "Intelligent Battery Management" for the whole Phone (Settings- Battery)
- disable "Battery Optimization" on a per app basis for 3CX (Settings- Apps- More- Special App Settings- Battery Optimization)
- enable Background Data Usage for App 3CX as suggested here https://www.3cx.com/blog/docs/android-push-issues/
--------------------------------

We are running out of ideas but right now this is unfortunately a deal breaker because each day we have to manually check if the phones are still available.
Hope somebody can help with this.

Thanks!

 

[paurus]

it's meant to be. if the app is not active for 7 days, the Push registration is canceled.

 

[Vali_3CX]

@Stefan_TC
based on your description, I have to stress the fact that our mobile clients (both iOS/Android) has an expiration timeout of 7 days; therefore, if they were not contacting the PBX to renew this expiration timeout, the PBX will automatically cancel their push subscription.

 

[Stefan_TC]

@Vali_3CX @paurus
Thanks, we finally stop scratching our heads - although not great for our usecase.

While this won´t be a problem for the sales phone once we start using it officially, it will be a problem for the support hotline which should be reachable all the time but surely will be unused for a week(s) more often than not.

Is there a way to change the number of days or not have the push subscription being cancelled at all?
Thanks

 

[FridayIT]

@Vali_3CX @paurus
Thanks, we finally stop scratching our heads - although not great for our usecase.

While this won´t be a problem for the sales phone once we start using it officially, it will be a problem for the support hotline which should be reachable all the time but surely will be unused for a week(s) more often than not.

Is there a way to change the number of days or not have the push subscription being cancelled at all?
Thanks

Unfortunately, this is something that cannot be changed as far as I am aware (there have been some posts asking about this. My recommendation would be to install tasker and have it "launch" the app twice a week in the background at something like 3am. this will ensure that it is "alive" for push notifications.

 

[Stefan_TC]

@FridayIT Thanks for the reply and suggested workaround.

I still don´t understand where this weird limitation comes from - is that a problem with 3CX, the 3CX App or Android?

Having a phonesystem (or any communication-app) that only works if you use it at least once a week or it does not ring anymore seems pretty silly, doesn´t it?

@Vali_3CX can you please shed some light on this? Thank You

 

[Vali_3CX]

This behavior is by design. Its roots are in the fact that the 3CX mobile clients can be configured to work with different accounts and different PBXs. By registering to a PBX, you subscribe for push notifications; assuming you don't unregister for some reason (for instance, delete the application, or delete or switch the account while there is no network connection) that PBX will continue to send push notifications to your device indefinitely.

 

[AWS2P]

Is it something 3CX need to pay for google push requests ?

 

[Stefan_TC]

This behavior is by design. Its roots are in the fact that the 3CX mobile clients can be configured to work with different accounts and different PBXs. By registering to a PBX, you subscribe for push notifications; assuming you don't unregister for some reason (for instance, delete the application, or delete or switch the account while there is no network connection) that PBX will continue to send push notifications to your device indefinitely.

Ok, then please what is the official 3CX recommendation to all users who do not use their phone at least once week - in our example a service hotline. We need that phone to ring no matter what even if it´s just once a year and I don´t want to manually activate the phone every week.

With 3CX being so successful this cannot be such a rare usecase...? Thanks

 

[AWS2P]

Agree, why this is so short timeout ? why app doesn't renew alone before push expire?
One week has no sense for me too. Is the reason related to a fee to pay to Google?

This behavior is by design. Its roots are in the fact that the 3CX mobile clients can be configured to work with different accounts and different PBXs. By registering to a PBX, you subscribe for push notifications; assuming you don't unregister for some reason (for instance, delete the application, or delete or switch the account while there is no network connection) that PBX will continue to send push notifications to your device indefinitely.

So be it , but even with multiples accounts only one is active at a time so couldn't be possible to renew push for almost the active account only?