Call notifications not showing after receiving / missing a call from a queue

[Velo]

• Phone Model: Samsung A21S
• Android Version: 10
• App Version: 16.7.5
• 3CX PBX Version: 16.0.9
• Network Connection: WIFI + LTE
• Client is on the same network as the PBX? Yes

Hi, we're experiencing issues where users with Android devices across various models, but able to reproduce with above A21S model, are not receiving notifications from incoming calls that are originating from call queues. If the call comes directly to their extension, they will correctly receive a notification / missed call events on their Android device. Users in the same queue that are using an iPhone receive notifications / missed call events originating from queues.

I understand this might be by design, it's easy to see why you wouldn't want your phone flooded with missed calls if someone else in the queue accepts the call before you can, but we'd like to be able to enable these notifications if possible. Looking in the Android notification settings for 3CX, I can see '3 categories deleted' at the bottom of the page. I've done a bit of digging and I found this:
https://us.community.samsung.com/t5...deleted-in-notification-settings/td-p/1277742

Am I correct in thinking that notification from queues come through a separate channel and this is treated as spam/ignored by the 3CX Android app? Is there a way for notifications to be enabled via queue calls?

Scenario we're dealing with:
We have an "On Call" queue, different members of staff are able to log in / out of this queue depending if they're doing the on call shift. A single person at any point in time should be logged into the queue (only 1 person is rostered on for on call at any point in time) and if they're one of the Android users, and they happen to miss a call, they periodically pick up their phone, check notifications and don't see a missed call and think everything is ok.

(We won't get into the topic of if you're on call you should have your phone on you at all times, not on silent etc)

I know there are notifications that can be enabled so that queue managers can get emails about missed calls, but we don't want the rostered on call users as queue managers. We have enabled this feature however and it is helpful.

Logistically, it's easier to have on call as a queue instead of an extension and a shared phone handed around to all on call users.

Any help / tips?

Cheers,

Ben

 

[ChrisC_3CX]

I'm afraid that, when in a Call Queue, missed calls are actually registered as abandoned calls which, as you have noticed, does not notify mobile clients via PUSH notification.

What you could do is, instead of using a Call Queue, actually use a Ring Group for these extensions. That would of course mean that users will no longer be able to toggle between accepting these calls or not by logging in/out of the Call Queue, instead you could have them switch from the Available profile status to Custom 1 (Available 2) and vice-versa. You would have to configure the two profile statuses so that one of them accepts calls from Ring Groups and the other to does not accept calls from Ring Groups. This can be done by disabling/enabling the "Accept Calls from Ring Groups" in the Extension >> Forwarding Rules settings:


Users should then be able to simply switch their profile status accordingly.

Note: This will affect calls from all Ring Groups so whether this setup will work for you will depend on your current configuration and requirements.

You might also want to consider upvoting the following post in our ideas section which is similar to what you are looking for: https://www.3cx.com/community/threads/queue-in-mobile-clients.68015/

 

[Velo]

Interesting, indeed that could be a workaround.

I've also just noticed the "Ring my mobile simultaneously" option which does work and generate an event in a round about way, which doesn't involve changing the existing system except adding in mobile numbers for users. But if I go down this route, some of the people that are on call don't have a work supplied mobile phone and I can bet they'll have an issue with their personal phone listed publicly. I've looked and there's a current request to be able to hide mobile phone numbers from the address book, I've +1'ed that request.

Thanks for your assistance

 

[ChrisC_3CX]

@Velo
You're very welcome! Please don't hesitate to start a new thread should you require additional assistance or information!