Can't pick a call on the 3CX-smartphone app

[Gréon]

On our terminal server 3CXPhone for Windows is installed. On our smartphones the Android-version of the 3CX-app is installed.

Usually if there is an incoming phonecall we can see that on the 3CXPhone for Windows-app and at the same time on our 3CX-app on our smartphone. So we can pick up the call with our smartphone.

Sometimes however, we see an incoming call on our terminal server, on the 3CXPhone for Windows-app, but get no signal on our smartphone. Therefor we can't pick up the phone on our smartphone. This doesn't happen often but several times a week. What can be the reason and how can we solve this?

 

[VasilisV_3CX]

Hi @Gréon,

Firstly, I'd suggest ensuring that you're running the latest version of the mobile client. What version are you currently running?

I'd also try to enable the Keep Alive option on the android device to ensure the ability to stay registered in the background so that no PUSH notifications are missed. Note that the Keep Alive option will cause a little extra battery drain as opposed to when it is disabled.

More on Keep Alive here: https://www.3cx.com/blog/releases/v18-android-beta/

 

[Gréon]

Hi Vasilis,

Thanks for your quick reaction. I'm gonna contact my collegues who encountered this problem and ask them if the Keep Alive-option is enabled. I use 3CX version 18.0.3.17 and see in my menu a Keep Active-option. Is that the same as what you mean by Keep Alive?

 

[VasilisV_3CX]

Hi @Gréon,

I use 3CX version 18.0.3.17 and see in my menu a Keep Active-option. Is that the same as what you mean by Keep Alive?

Yes, that's correct. Give that a bash and let me know if it works for you.

 

[Gréon]

Hi Vasilis,

The problem hasn't occurred after using the Keep Active-option. It looks like the problem is solved. Thank you for your help.

 

[VasilisV_3CX]

Glad to hear that resolved it @Gréon. To resolve the root issue here, you may want to investigate why PUSH isn't being delivered to your device.