Don’t Just Talk… Video! Get the New iOS App

[D Bedford]

How does one do an attended transfer without knowing the EXT #?

To transfer a call the process has changed:

• Tap Transfer
• Tap Attended Transfer
• Press the Magnifying Glass on the bottom left below the *
• Find the person to transfer to and tap to dial them
• Press Join to finish the transfer

 

[Alphabetic]

To transfer a call the process has changed:

• Tap Transfer
• Tap Attended Transfer
• Press the Magnifying Glass on the bottom left below the *
• Find the person to transfer to and tap to dial them
• Press Join to finish the transfer

ahh thanks. I did not see that magnifying glass when I was trying to test

 

[D Bedford]

ahh thanks. I did not see that magnifying glass when I was trying to test

Truth be told, neither did I. I was using the Status button at the bottom. It appears that that magnifying glass opens the Contacts menu, or at least it looks very similar to pressing the Contacts button at the bottom.
It took 3 of us looking at it before someone said 'Oh, I'm pressing the magnifying glass' and I still couldn't see it until she showed me!
(Light theme on an iPhone 6S, for anyone wondering).

 

[jmatano]

We have a couple of agents remote that claim that if they miss the make call, the app does a few short beeps and then a long one, then repeats over and over again. I can't replicate it, any idea what that might be? At first I thought it was just 1 rep, but now we have 2 people reporting the same thing.

 

[MattN]

Ugh... woke up to people complaining their iPhone app doesn't work since our install never prompted us for the version 5 update (didn't realize it was a thing). Our install only had "v16 Update 4A" which I assumed was "Alpha" do to the blog post linking to https://www.3cx.com/blog/releases/hotfix-chrome/.

Looks like I'll be updating tonight.

 

[jhn]

I can only say we never actively developed the predecessor for VoiceOver to work or not. I turned it on my device and it does talk to me what the buttons are (keypad numbers and so forth).

Hi Stefan,
thanks for comment. Yes, the voice works and tells you where you are and stuff. But when you try to dial number (for example), you can't. As far as I'm aware - single tap on anything in the app activates voice telling you where you are, double tap makes the action happen. That's where it doesn't work. That includes answering calls (you need to double-tab the ans button, etc. etc.)
I understand what you are saying - no active development in the past for VoiceOver, but the biggest issue we are facing here is that previous version worked, current doesn't. Sure, being involved in development myself, there are handful of reasons for this, but that doesn't make the situation any better for customer at this point.
What should be the next move here? Is there any chance the VoiceOver is going to get looked at? Can we use older (bridging) version of iOS app meanwhile for customer? If more convenient, I have created support case for the same issue.

Thanks!
Jakub

 

[JohnS_3CX]

We have a couple of agents remote that claim that if they miss the make call, the app does a few short beeps and then a long one, then repeats over and over again. I can't replicate it, any idea what that might be? At first I thought it was just 1 rep, but now we have 2 people reporting the same thing.

The client can reconnect when it loses the connection and it makes beeps until it reconnects successfully

 

[jmatano]

The client can reconnect when it loses the connection and it makes beeps until it reconnects successfully

This is actually a great thing. Often people reported issues with the older client and I see they have a 0 bar connection to the server and I have to point that out to them. Now the beep can do that for me. Thanks for the reply.

 

[ITSteve]

We do blind transfers. Based on above we have this workaround for now:

• Tap Transfer
• Tap Blind Transfer
• Press the Magnifying Glass on the bottom left below the *
• Find the person to transfer to and tap to dial them

In the previous app version, in step 3, we pressed the Status icon, and still prefer this option because the list of extensions is much shorted than all our contacts and is faster to navigate.
The android app still allows the use of the Status icon to transfer.

On the iPhone app if we select Status instead of the mag. glass the caller does not get transferred and we cannot pick the call back up.

 

[Colin911]

After the update our IOS users cannot receive calls. Any suggestions? Everything was working fine yesterday and the only thing that changed was the new app .

 

[jmatano]

After the update our IOS users cannot receive calls. Any suggestions? Everything was working fine yesterday and the only thing that changed was the new app .

View attachment 16473

What OS is that server on?

 

[JohnS_3CX]

Another failure of 3cx to communicate to communicate DATES not generalizations of "Soon" or "in the future" before breaking functions, yay. Guess my Exchange migration can wait while i deploy, patch, harden and test a new server. Nothing like coming in to pissed off people that can't make calls.

Hi Terry,

We are very sorry to hear that this has caused you trouble today and affected your users' ability to make calls.

In the past months however, we did make the effort to inform all partners and users about the upcoming changes, specifically:

• 01/01/2020 - The Blog Post informing about the upcoming changes https://www.3cx.com/blog/releases/apple-push-update-windows/
  
  
• 13/03/20 - Your assigned 3CX Partner was also informed ahead of time (including all all partners). They could have also informed you of the upcoming changes if you had any contact with them.
  
  
• 22/04/2020 - The Blog Post for update 5
  https://www.3cx.com/blog/releases/remote-working-video-app/
  
  
• 04/05/2020 - The Blog Post that the Release Candidate is ready https://www.3cx.com/blog/releases/new-ios-app-rc/
  
  
• 14/05/2020 - Email sent to end users. Kindly search in your inbox for an email sent out on this date at around 15:16 (in UTC time) and titled [Action Required] - Not updated yet? Let us help
  Specifically regarding the iOS app, it included the below text:
  "3CX, iOS Mobile App
  On June 1st a new iOS app will replace the current one. The new app only works with V16 Update 5, making it faster, more efficient and with video calling capabilities!"

We did try our best with the above actions to give as much notice as possible ahead of time, but that is not important now, just know that we are here to help you in anyway possible and assist in getting you and your users up and running again ASAP.

 

[MMDTerry]

Hi Terry,

We are very sorry to hear that this has caused you trouble today and affected your users' ability to make calls.

In the past months however, we did make the effort to inform all partners and users about the upcoming changes, specifically:

• 01/01/2020 - The Blog Post informing about the upcoming changes https://www.3cx.com/blog/releases/apple-push-update-windows/
  
  
• 13/03/20 - Your assigned 3CX Partner was also informed ahead of time (including all all partners). They could have also informed you of the upcoming changes if you had any contact with them.
  
  
• 22/04/2020 - The Blog Post for update 5
  https://www.3cx.com/blog/releases/remote-working-video-app/
  
  
• 04/05/2020 - The Blog Post that the Release Candidate is ready https://www.3cx.com/blog/releases/new-ios-app-rc/
  
  
• 14/05/2020 - Email sent to end users. Kindly search in your inbox for an email sent out on this date at around 15:16 (in UTC time) and titled [Action Required] - Not updated yet? Let us help
  Specifically regarding the iOS app, it included the below text:
  "3CX, iOS Mobile App
  On June 1st a new iOS app will replace the current one. The new app only works with V16 Update 5, making it faster, more efficient and with video calling capabilities!"

We did try our best with the above actions to give as much notice as possible ahead of time, but that is not important now, just know that we are here to help you in anyway possible and assist in getting you and your users up and running again ASAP.

Just do what every other enterprise software supplier does, give a date. That way us piss on sys admins can schedule around it.

 

[Colin911]

What OS is that server on?

LInux

 

[JohnS_3CX]

To all the users regarding the attended transfer, you can sign up to our testflight for the next version to revise the changes.

 

[Paul Reynolds]

We do blind transfers. Based on above we have this workaround for now:

• Tap Transfer
• Tap Blind Transfer
• Press the Magnifying Glass on the bottom left below the *
• Find the person to transfer to and tap to dial them

In the previous app version, in step 3, we pressed the Status icon, and still prefer this option because the list of extensions is much shorted than all our contacts and is faster to navigate.
The android app still allows the use of the Status icon to transfer.

On the iPhone app if we select Status instead of the mag. glass the caller does not get transferred and we cannot pick the call back up.

Hi, thanks for this tip. I don't use/have access to the iPhone app but I've got users asking about transferring to VoiceMail, is this possible on the new version? (was it possible in the old?!)

Thanks
Paul

 

[Vali_3CX]

I've got users asking about transferring to VoiceMail, is this possible on the new version?

@Paul Reynolds

Hi Paul

For new client, the "answering call UI" is entirely iOS provided, so there is no divert to voicemail dedicated button on it.

However, this issue can be easily addressed via Forwarding Rules: assuming your status is available, tap the green dot on top right - this will open the forwarding rules. There tap the Available's rightmost arrow to open its parameters. There look in the middle for "Busy or not registered" and there configure Forward Internal calls to (also External calls to if needed) to "My voicemail", then go Back.

Now, when somebody will call and you will tap the red "decline" button, call will be directed to your voicemail. This is a feature which was present also in the old client (and all our clients, basically).
Hope it helps
vali

 

[azarett]

You need to upgrade OS ... Server 2016 minimum. This has been discussed and published in length over the past months. It has to do with Apples Push Infra...
https://www.3cx.com/blog/releases/apple-push-update-windows/

Ready a 2016 or newer server, backup 3cx, install & restore. Downtime should be very minimal ... 5 - 10 minutes max.

I have been using 3cx since version 8 I think. We started reselling it at the MSP I worked for. did a couple hundred installs over the years that followed.
APN & The cell phone app have broken often for various reasons.
I now know to watch for the yearly APN cert renewal . And I make sure we update before it expires

2012 is a supported OS. I know 3cx cant control what apple or Microsoft does - but neither can I.
I cant spend my life checking the 3cx blog trying to figure out what MIGHT update next that is going to break something.

I need the product to work, and as long as its on a supported OS I need it to work without worrying about it / the app / the IOs version / the server os / the APN cert /
Now I have to build a new box and take a downtime to move 3cx just because some of my users auto-updated the client app. I shouldnt have to worry about that.

If the app update was going to require a server OS update despite being a supported OS - it shouldn't have been released to the app store as the same 'app'

 

[paurus]

@Paul Reynolds



Now, when somebody will call and you will tap the red "decline" button, call will be directed to your voicemail.
vali

it doesn't work for me. IOS 13.5.1, client 16.1.1.323, 3CX 16.0.5.611, Debian on my machine on my network.

 

[Vali_3CX]

it doesn't work for me. IOS 13.5.1, client 16.1.1.323, 3CX 16.0.5.611, Debian on my machine

Hi Paurus
Just tried this right now, forwarding rules seems to be followed properly. Are you sure you configured this for your current status? I mean, this is a setting per Available, Away, Do not disturb etc)