Extensions are offline but appear online !

[cyclone76]

Hello,
Some of my extensions are offlne. But they appear online (presence is in green color) on 3cx clients pc and android !
I can call these extensions (can hear call tone) but of course phones do not ring and i finally obtain voicemail.
What is the solution at my problem ?
Regards

 

[YiannisH_3CX]

Hello @cyclone76

The reason your extensions appear registered after your clients are offline is probably because Push is enabled under extension settings. When using the Push service the extensions must stay registered so that Push messages can be send to the mobile clients. If extensions went un-registered when you close the client then push would not work. If you are not using push you can disable it under extensions settings/ phone provisioning and send a new welcome mail to the windows clients. that way every time you turn the client off the extension would become un-registered. Another reason that keeps the extensions registered is if you have the option Ring my mobile simultaneously enabled. Again the extension must be registered for this to work.

The best solution to this is to use the status changes of the PBX. When you are done and want to turn off the client just switch status to Away or DND so the call follows the routing you choose under forwarding rules.

 

[cyclone76]

Thank you for your explanations. If I disable the push function, will the extension be no longer available ?

 

[YiannisH_3CX]

You will need to disable the push and restart the PBX services. After that when you close the 3CX client the extensions will become unregistered

 

[cyclone76]

Thank you i did it successfully and as soon as the 3CX Android client is closed or unused, the extension becomes un registrered as you said so i cannot be called. My problem is that i want the extension appears in red only if unavailable (not network wifi or 4G) and re-appears on line (green) as soon as it becomes available.

 

[YiannisH_3CX]

Currently you cannot do that, In order to have calls come in while the app is closed and you have internet then you need to use PUSH. If you want the extension to become un-registered once you close the app then you cannot use PUSH.
You can post this a feature request to our ideas section of the forum so it can be upvoted.