Calls sent to voicemail for all users if one person is using mobile data

[Steve Medley]

Ok, I am posting this in Clients>Android because I have an Android, but the other users are on iOS just as an FYI.

We are on 3CX Pro v 16.0.641

We have an "Emergency Line" for after hours emergency calls. This is setup as it's own full extension with it's own DID, it is not a Ring Group or Call Queue. Three staff have the 3CX app installed on their mobile phones.

If a call comes in it rings to the app fine unless ANY of the staff are on a phone call (even if they are not speaking on a call but it's just ringing). Whenever any one person's cell phone data is in a call (Meaning NOT the 3CX app but regular cell call) the call to the emergency line goes straight to voicemail for ALL staff and they just see a popup of a missed call. I figured this out after a lot of testing and can reproduce it anytime I want now.

Is this something solvable? Is it a known issue that in theory could be fixed? Or is it just a limitation of VOIP apps on cell phones?

 

[AWS2P]

Is this something solvable?

Yes, Use a RG in ring all mode, and set 3 extensions, one for each app,

Is it a known issue that in theory could be fixed?

No this is not an issue if there is only one extension duplicated on 3 phone Apps

 

[nobody]

You might have Set "Ring my mobile" or, maybe have set a call divert on busy somewhere where it should not be.