App to App intercom not working

[jakthree]

3CX 18.0 update 3, Dedicated onsite Linux installation.
Android app version: 18.1.2.60
iOS app version (iPhone): 18.0.7.283
iOS app version (iPad): 18.0.7.283
Desk phone(s): Yealink T27G

We use iPad tablets on the shop floor and most of the managers have iPhone or android phones. A manager with iPhone complained that when shop floor person tried to intercom him while away from his desk that his 3CX app failed to receive intercom. The shop floor person saw him and asked if he was being ignored. The problem was brought to me to investigate. Here are my test results.

phone is any desk phone. Tested on five different phone extensions.
app is 3CX app running on any android, iPhone and iPad device(s). Tested on four different app devices.
Some apps have the same extension number as desk phone.
Some apps have only

Does intercom work?
phone intercom (calling) phone - Yes
app intercom phone - Yes
phone intercom app - No
app intercom app - No

This is a recent problem. The phone intercomming an app has been known to work in the past as recent as two weeks ago. I cannot confirm but I think there may have been a 3CX server update and/or a 3CX app update since the last time it worked.

What should I check to find out why app(s) are not receiving intercom?

Thank you,

 

[NickD_3CX]

Hi!

The only 3CX App that auto-answered incoming Paging/Intercom was the legacy Windows Client. All newer clients including the WebClient, Windows/Mac Desktop App, Android App, iOS App, never supported incoming paging/intercom calls, they just rang as if they were receiving a regular call.

Not sure how it worked for you up until recently, unless of course you were using some other app.

 

[jakthree]

Hi NickD_3CX,

'Intercom' may be incorrect choice of words. I will try to make clear what the problem is.
User-1 (phone) picks up handset and dials the extension number of user-2 (phone). User-2's desk phone starts ringing.
Any phone to any phone will ring.

User-3 (app) dials the extension number of user-1 (phone). User-1's desk phone starts ringing.
Any app to any phone will ring.

User-1 (phone) picks up handset and dials the extension number of user-3 (app). User-3's app does not ring.
Any phone to app does not ring.

User-4 (app) and dials the extension number of user-3 (app). User-3's app does not ring.
Any app to app does not ring.

More info,
If the extension (app) is a member of a ring group the the (app) does not ring.
I have devices (iPads) with the app connected to internal wifi, same subnet as 3CX server.
Other devices (iPhone, Android) connected external to network through gateway to 3CX server.
All the (app)s did ring at some point in the past. Example, I could be at home with my android connected to my local wifi. Someone at work could dial me (not going to use the word intercom), my app would ring and would answer (or not). Last time that happened was two weeks ago. So it did work in the past, It does not work today.

I hope that is more clear and I apologize for my use of the word 'intercom'.

Thank you,

 

[NickD_3CX]

Ah, so if I understand correctly, any call TO an extension that is configured on a 3CX Mobile app (Android and iOS), the app will not ring, is this correct?

If this is the case, then it could be a problem with the PUSH messages not being delivered from the 3CX Server to the Android/Apple PUSH servers.

Also check your Firewall that sits between the 3CX Server and the internet that it is not blocking any traffic towards Google/Apple services.

If you still can't figure it out, I would recommend contacting your 3CX Partner to open a case with 3CX Support, or contact 3CX Support directly.

 

[jakthree]

NickD_3CX,
You may be onto something. My event log shows these entries.
Failed to send APNS PUSH to device iPad7,11WMI iPad 18(Ext.2008). Internal exception occured: Resource temporarily unavailable (api.push.apple.com:443)
PUSH sender ID: 50020 07/16/2022 2:25:07 PM
Failed to send APNS PUSH to device iPhone13,4KMK’s iPhone(Ext.2004). Internal exception occured: Resource temporarily unavailable (api.push.apple.com:443)
PUSH sender ID: 50020 07/16/2022 2:24:47 PM
Failed to send FCM PUSH to device samsung SM-G955U(Ext.2052). Internal exception occured: Resource temporarily unavailable (fcm.googleapis.com:443)
PUSH sender ID: 50020 07/16/2022 2:24:41 PM

Can you explain what the entries say the problem is?

Thank you,