Solved Calls dropping instantly when trying to answer on Android app

[Jonathan Price]

Hello,

We are able to make calls between users of the desktop client and the web client without issue. We are also able to call bidirectionally from the iOS app without issue. However, using the 3CX android app we are only able to make outbound calls.

When a 3CX Android app receives an inbound call, the push notification system works as expected and the user is presented with a screen to answer or reject the call. However, if the user chooses to answer the call the call is dropped and under the call history in the app it shows as a missed call (phone icon with a red x).

I have tried this on multiple Android devices running different versions of Android to ensure the issue wasn't specific to a particular phone.

I have tried attempting this with the phone both on 4G and connected to WiFi (although the WiFi still needs to route internally to 3CX, there is not a WiFi LAN connection to 3CX). The results are the same either way.

Outbound calls from the 3CX Android app to every other type of device (desktop client, web application, iOS app) works without issue.

In the Event log under the dashboard, the only events are for the extension registering and unregistering. There are no warning or error logs.

I have watched the firewall while performing these tests both for traffic originating from the 3CX server, and for all inbound blocked packets in case there was a missing ACL or NAT rule. However, there is no blocked traffic.

In the Call Log section of the 3CX admin portal, the calls to the android app are all recorded as "Not Answered", despite the green phone icon having been pressed.

If anybody has any advice on where I can look to continue my investigation, it would be greatly appreciated.

Thanks,
Jonathan.

 

[YiannisH_3CX]

Hello @Jonathan Price

You could enable the verbose logging in the Android client and once the issue is replicate you could email the log to you and check for any errors. I assume that you tested with different extensions as well since you tested on multiple devices. What is the client version you are running and what is the PBX version?

 

[Jonathan Price]

Hello,

I have now managed to resolve this issue.

While I had tried multiple Android devices, the devices had all been using my extension. I set up a different extension on one of the devices and this worked.

I then did a comparison of the settings between the non-working and the working extension. I found that the different lied in phone provisioning -> RTP Mode. On the non-working extension it was set to "Allow secure" and on the working extension it was set to "Normal". I set the non-working extension to normal and now it is able to receive calls and the audio works etc.

Thank you for your help.