Calls issue to one extension

[Eoghan]

Hi guys

I have a strange issue I have a completely vanilla setup of the SBC and have two users. One I'm keeping as just an admin without registering a device to the extension number and the other I have setup as a softphone with the android app.

When I call the extension for the android app via the admin account web dialer my android phone rings not a problem. However I have added a sip trunk and I'm able to dial into the server. I have also setup the digital receptionist to have the android phones extension. This also seems to be a bit hit and miss as when I dial in I get the hold music which I have set for testing and then if I hangup and dial in again I'll get sent to voice mail for the android phone.

The issue is when I dial in and get the hold music I then key in the number to transfer me to the android phone this however sends me straight to the voicemail even though in users settings it says it will ring for 20 seconds then goto voicemail. After I hangup the 3cx app then notifys me of a missed call so the call is connecting to the correct extension just not actually ringing the extension.

How can I get the extension to ring like a normal phone without it going directly to the voicemail of that extension?

Thanks
Eoghan

 

[fxbastler]

Disable the power saving function for the 3CX app on the smartphone. What kind of Android device is this?

 

[Eoghan]

Disable the power saving function for the 3CX app on the smartphone. What kind of Android device is this?

Hi fxbastler

I have the 3cx app battery optimizations disabled so that it technically running in the background without being killed and the android phone is a pixel 8 pro on android 15

 

[fxbastler]

I use exactly the same phone, but with an original Google Android 14. There is currently nothing more for it (yet).
It looks exactly as if the push function is not working. With a 3CX SMB you unfortunately only have limited options for log analysis. What does the 3CX call log say about why the call is always redirected?

 

[SteveITS]

Is the call going to the voicemail of the cell phone, or the extension voicemail? (is ring my mobile simultaneously on?)

Try with wi-fi off on the cell phone. We had a client with spotty Internet at home and using cell data "fixed" his problem.

 

[Eoghan]

I use exactly the same phone, but with an original Google Android 14. There is currently nothing more for it (yet).
It looks exactly as if the push function is not working. With a 3CX SMB you unfortunately only have limited options for log analysis. What does the 3CX call log say about why the call is always redirected?

I would get the full version with better logging but don't have the cash at the moment to drop £174 lol

Is the call going to the voicemail of the cell phone, or the extension voicemail? (is ring my mobile simultaneously on?)

Try with wi-fi off on the cell phone. We had a client with spotty Internet at home and using cell data "fixed" his problem.

Hi Steve it's going directly to the extensions voice mail. I did however do more tests I added a proper menu wav to the digital receptionist and when I call in sometimes I get greeted with the menu and sometimes it randomly bypasses the receptionist and goes directly to the extensions voicemail.