Caller's Name not displayed for incoming call on Android 3CX Mobile App

[JohnS_3CX]

Thanks, I will report the behavior and see if there is a way to increase the speed of the contact lookups

 

[Kwang Mien]

Thanks, I will report the behavior and see if there is a way to increase the speed of the contact lookups

Ok. Please inform once there is a resolution. Thanks.

 

[Kwang Mien]

Thanks, I will report the behavior and see if there is a way to increase the speed of the contact lookups

Hi John,

Is there a estimate of when the issue can be resolved ?

Thanks.

Regards,
Kwang Mien

 

[JohnS_3CX]

Hi Kwang,

Not at the moment, I don't have an ETA on when the next release will be.

Can you share what version of android your Samsung J2 is running?

 

[Kwang Mien]

it is running on Android 5.1.1.

 

[JohnS_3CX]

If you don't mind me asking, how were you able to install it on this device?

The minimum required Android OS we support is 7.

 

[Kwang Mien]

i install from Playstore quite sometime back. I think it is an old 3CX app version is 16.0.0.6.

I have a colleague using 3CX app on Android version 10 has the incoming caller's Name issue as well.

 

[JohnS_3CX]

Ok for the Samsung we can ignore it from all testing (due to older version).

What model is the colleagues phone?

 

[Kwang Mien]

Ok for the Samsung we can ignore it from all testing (due to older version).

What model is the colleagues phone?

my colleague is using Samsung Note 9

 

[JohnS_3CX]

Please send me a screenshot of your sip trunk settings, specifically the Inbound Parameters tab

 

[Kwang Mien]

Please send me a screenshot of your sip trunk settings, specifically the Inbound Parameters tab
View attachment 16730

Attached is my SIP Trunk Settings showing the Inbound parameters.

 

[JohnS_3CX]

Hello,

Thanks the trunk setting looks good, it should be reading the number ok. So I tested with an S9 (which should have the same chipset as the Note 9 you mentioned) and I also tested with other Android phones that we have available here.

I can replicate it to a certain point: Sometimes there is a very small delay in resolving the number, but the delay is half a second, just enough to be noticable and not enough to be considered problematic. After many attempts, it just seems to either not happen at all, or happen very briefly as I described above.

Can you suggest some scenario that would cause the problem consistently on the Note 9 at least?

 

[Kwang Mien]

Hi,

i did more test for Samsung Note 9.

attached are 3 screenshots.

a. lockedstate_Name : when phone in locked state, caller's name can appear
b. unlockedstate_Name : when receive call in unlocked state, Caller's Number appear
c. Dialer_Name : when answer call on dialer, Caller's Name can appear

when receiving call when phone in locked state, the caller's name will appear.

However, when in unlocked state, the incoming call will show only the caller's number. Upon answering the call on the dialer, then only the caller's name will appear.

the issue is in the unlocked state before call is answered.

Regards,
Kwang Mien

 

[JohnS_3CX]

However, when in unlocked state, the incoming call will show only the caller's number. Upon answering the call on the dialer, then only the caller's name will appear.

Specifically on this part, this is indeed the correct behavior.

 

[Kwang Mien]

Specifically on this part, this is indeed the correct behavior.

this is not the correct behavior as when there is an incoming call, the caller's name did not appear. pls refer to unlockedstate_Name.jpg. The receiver would not know who is calling him.

 

[Kwang Mien]

this is not the correct behavior as when there is an incoming call, the caller's name did not appear. pls refer to unlockedstate_Name.jpg. The receiver would not know who is calling him.

please advise if there is a way to resolve the issue when phone in unlocked state.

 

[JohnS_3CX]

Sorry, that is not under our control so it will not be resolved.

 

[Kwang Mien]

Sorry, that is not under our control so it will not be resolved.

View attachment 16763

do you mean that the incoming call alert in unlockedstate_Number.jpg is not triggered by 3CX MobileApp ?

it is triggered by the native Android OS ?

 

[JohnS_3CX]

Yes exactly, and this means we do not control from the mobile device how it will be displayed.

You do have 1 extra option though: It will show whatever the PBX is sending (whether a number or name retrieved from the provider or Company/CRM contacts). For example here I had this number saved in the PBX as a Company contact:

 

[Kwang Mien]

Yes exactly, and this means we do not control from the mobile device how it will be displayed.

You do have 1 extra option though: It will show whatever the PBX is sending (whether a number or name retrieved from the provider or Company/CRM contacts). For example here I had this number saved in the PBX as a Company contact:
View attachment 16779

according to the user, he has many contacts in his native Android phone book. to sync up his native Android phone book to the 3CX company contact, would not be practical.

I still do not understand why the incoming call alert in unlockedstate_Number.jpg is not controlled by 3CX, as you have mentioned.

if you look carefully at the top left hand corner of the image, "3CX" appeared there.

I would think that the incoming call alert is triggered by 3CX.