IOS app wont answer when locked, just relocks itself

[Demvaril]

Ok weird one this. A user gets a call on the IOS app when screen locked, they swipe right to left to unlock as normal and the 3cx screen opens for a second then the device switches back to locked, still ringing, swipe again and does the same thing. Image below show the most they see on the iphone before it locks itself again not even giving a chance to press any of those options.
Anyone any ideas? (restarted phone, latest version of IOS and 3CX app, removed and reinstalled app)



Kind regards,

David.

 

[Vali_3CX]

@Demvaril
I'm not sure I figure out his device configuration - the screenshot above clearly indicates that he's already in an established call when the second one is incoming, so the locked screen has been already swiped to answer. On the other hand, if you have an incoming call on locked screen, you're prompting to swipe to answer, and by doing so you ***don't unlock the device***, it remains locked, you only answer the call - and when the call ends, the locked screen appear but, again, it never been unlocked.

P.S Has this extension the "Also ring my mobile" set to ON and the mobile number it's of the same iPhone?

 

[Demvaril]

Hi Vali,

Ring my mobile is not on and the mobile number field is not populated.

I see on the video they sent me the iphone is not on a call, then the 3cx app begins to ring, they swipe to open the phone and within a second it reverts back to the lock screen again. Pausing the video I can see briefly at the top of the screen the incoming number and "declined" - but its not even giving the option to accept, it just goes back to the locked screen with the swipe option, the call keeps ringing.

The call comes into a queue and rings all agents simultaneously, deskphones and web app can take the call with no issue.

I could email you the video if you would like to see, but due to numbers showing I don't wish to post here or anywhere else.

Kind regards,

David.

 

[Demvaril]

Another image. They slide to answer and this is what is shown, it then reverts to the locked screen where the call continues to ring and slide to answer is showing.
Model - iPhone 12

Version - iOS 17.3.0

 

[SteveITS]

I was also going to suggest "Also ring my mobile.” Does the “second” call show in the iOS Recents or the 3CX Recents on the phone?

 

[Demvaril]

I was also going to suggest "Also ring my mobile.” Does the “second” call show in the iOS Recents or the 3CX Recents on the phone?

Yeah thats not on. I'll get them to check the call log.