Solved Incoming Calls Declined

[JSantana]

Hello,

I don't usually post so don't mind my ignorance when it comes to forum etiquette:

We have a user that works remotely and wants to take calls from her Android. The extension gets provisioned but any time she receives a call from a Queue, the call gets declined. She also mentions when she calls out, she hears 4 beeps and then nothing. She's also shown me screenshots where a popup comes up saying "invalid password", I have a hunch these issues are related but I cannot figure out how to fix it. I have not be able to replicate the issue on my end as I have an iPhone and everything works as intended with her same extension. Is there anything I might be missing? I know there was an update to 3CX on Google Play store as of today (6/2/2021) but even that has not helped. Any suggestions are appreciated.

Thanks in advance!

 

[Vali_3CX]

Usually, if credentials are OK but client gets "Invalid password" error message, it means the extension is configured in Management Console with using tunnel remotely denied. So check its extension "Options" tab to see if this is the case.

 

[JSantana]

Hello,

Thanks for your reply! I checked the Options tab to see if this was the case but it looks like the option is already disabled. Something else I did try was rebuilding their extension but it seems to be giving me the same issue.

 

[NickD_3CX]

Hi @JSantana ,

So just to make sure we are not missing anything. The user:

• Cannot make outbound calls at all neither to other extensions, neither to external numbers, she hears 4 beeps and then the app hangs up.
• Incoming calls from Queues get declined. Could you tell us what exactly they see on the phone?
• Incoming calls from other extensions work fine.

Could you please tell us if the above is accurate?

Also could you please mention what make/model Android the user has, as well as the exact version that is installed (in the Android App in the "About" menu option)?

 

[JSantana]

Hello,

Thank you all for your contributions, after further research we found that the FQDN and Local SIP domain under 'Settings > Network > FQDN' did not match. It looks like this change was initially done to try to fix a different DNS issue but caused this weird issue for us. We can consider this resolved now though.