Incoming Call Notification but goes to voicemail

[andyc_Rob]

Morning

Have a user that when they receive a call they see the incoming call notification but the call goes to voicemail immediately. Phone is set to Ready for calls, timeout for calls to voicemail is 50secs, device is connected to WiFi (no sim cards in use). Can anyone help?

3CX is 20.0 Update 2 (Build 715)
Phone is Ulephone Armor X12 Pro running Android 13 with 3CX app v 20.0.0.44

Logs -
******************** APP ***********************************
Version: 20.0.0.44
User-Agent: 3CXPhone for Android 20.0.0.44
Background restricted: false
************************************************************

******************** PHONE *********************************
Phone: Ulefone Armor X12 Pro (Armor_X12_Pro_EEA)
Android 13, API 33
ABIS: [arm64-v8a, armeabi-v7a, armeabi]
SoC Mediatek MT6765V/XBA
Memory: 1715Mb / 3791Mb
Storage: 37272Mb / 61035Mb
************************************************************

******************** SETTINGS ******************************
settings.verbose_logging: true
settings.show_unregistered_extensions: false
accept_push: true
busy_forward_internals_to: My Voicemail
out_of_office_hours_forward_internals_voice_mail: false
settings.emergency_numbers_handling: true
no_answer_timeout: 50
settings.audio.frames_per_burst: 320
settings.audio.micGain: 1.0
settings.telephony.keep_active: true
settings.os_api_version: 33
settings.use_telecom_api: false
settings.play_busy_tone: true
ring_mobile: false
accept_multiple_calls: false
settings.background_data: true
settings.landscape_mode: false
settings.show_wizard: false
settings.ignore_battery_optimization: true
settings.ringtone_type: 0
settings.theme: 2
settings.audio.audio_type: opensl
settings.audio.sample_rate: 16000
settings.fill_native_call_log: false
settings.audio.echoEnabled: true
settings.ringtone.compatibility_mode: true
forward_internals_to: My Voicemail
custom_message:
settings.dbg.app_instance_id: 7f9151a9-83e1-4710-80ee-d018a29502a8
calls_channel_id: 1
busy_forward_to: My Voicemail
settings.fullscreen_notifications: false
no_answer_forward_to: My Voicemail
forward_externals_to: My Voicemail
out_of_office_hours_forward_externals_voice_mail: false
settings.dialing_tone_feedback: true
no_answer_forward_internals_to: My Voicemail
settings.audio.vadEnabled: true
************************************************************

******************** PERMISSIONS ***************************
android.permission.CALL_PHONE: true
android.permission.READ_PHONE_STATE: true
android.permission.RECORD_AUDIO: true
android.permission.WRITE_EXTERNAL_STORAGE: false
android.permission.READ_CONTACTS: true
android.permission.WRITE_CONTACTS: true
android.permission.CAMERA: true
android.permission.READ_PHONE_NUMBERS: true
android.permission.BLUETOOTH_CONNECT: false
android.permission.POST_NOTIFICATIONS: true
************************************************************


Thanks
Andy

 

[ThomB_3CX]

We need full verbose logs to identify the issue.
On your Android client go to:
- Hamburger Menu (top left corner) > Settings > Advanced
- Scroll all the way down and enable verbose logs

Replicate the issue

Send us verbose log:
- Hamburger Menu (top left corner) > Settings > Advanced
- Scroll all the way down and tap on Send log report

Upload this to your preferred cloud storage provider and send me a shareable link via Private Message

 

[andyc_Rob]

Have uploaded logs to Dropbox and sent you a link via PM

 

[ThomB_3CX]

Hi we have looked at the logs.
We can see that the call comes in, but the call is being dropped from either the Caller or the PBX on behalf of the caller.

Can you try see if you can replicate the issue using the same extension but on a different device.
Another android device preferably or an iOS?
Also Webclient but preferably a mobile device.

 

[andyc_Rob]

Hi
I added the account to another Android device, called it and same behaviour seen. Logs sent via PM

 

[ThomB_3CX]

From the logs provided, we have tried to replicate the issue ourselves. The only way we managed is when the extension is registered on another device. And the call is declined from that secondary device.

Can you also try this on webclient please?

 

[andyc_Rob]

Hi
Logged into webclient as user 208, rang from another extension, calls flashes on screen and then goes to voicemail.