How to ring 3CX app and deskphone at same time?

[NeilM2020]

Hi,

3CX Pro v18u9 on-premise.

It's my understanding that if an extension has both a deskphone and the 3CX mobile app assigned, that both phones would ring simultaneously on an incoming call to the extension.

That's not how it is for my setup. An incoming call either rings the deskphone or the 3CX app but not both. And I can't understand the inconsistency. 9 times out of 10 the deskphone rings and the app doesn't. The other 1 in 10 the app rings and the deskphone doesn't!

What do I need to do to get both devices to ring at the same time?


Cheers


Neil

 

[leejor]

How are you doing this? Using the Ring my Mobile option, or did you assign the same extension to each?
I'll assume the latter.
Did you check the 3CX Activity Log, to see what is happening with an incoming call?

 

[Alphabetic]

Sounds like youre using 2 different extensions.

 

[NeilM2020]

Using the Android app on the mobile, and both the desk phone and app are assigned the same extension.

Looks to be one specific extension. Just tried on my extension (app on Google Pixel 6 phone with Android 14 and Grandstream 1630 desk phone) and absolutely no issues and works as expected.

Issue with 3CX app provisioning on colleagues mobile perhaps? Not sure of make or model or version of Android - he's left the office for the day - so might be an issue with his mobile. He said he can make outgoing calls. I'll check back tomorrow.

I can't convince him lose the desk phone .

 

[Alphabetic]

In that case, check his status set up. He may have push notifications turned off (in 3cx)