IOS Badges & Notifications

[SMCS]

I have a self hosted system with 2 business numbers running on it. Inbound & Outbound Calls and SMS work with no issues on both numbers. The issue that I am having is the 3CX ios app does not ever send any notifications to me to let me know a text has come in. If I open the app I can see the text but it never gives me a sound notification or a badge stating a txt came in. However, when a text does come in my pc apps all go off letting me know a text came in. I have read through all of the posts that I could find and verified all push notifications are enabled, so that's not the issue. I cannot find out why this does not work, but according to all of the posts that I have found this is an issue and has been for a long time. Is anyone else having this issue or did have and resolved it? I am totally out of ideas and any help, and or guidance would be very appreciated. I honestly dont want to spend $75 bucks for a support ticket if someone can help me figure this out. Thank you in advance if you have any ideas on what I can try.

Also, I turned on Verbose logging, sent several test messages and then downloaded the 3cxSystemService.log, searched for PUSH and there are no push entries in there. I dont know what that means, I got the texts on my pc but nothing on phone. My firewall does not restrict anything outbound, only inbound.

Self hosted system on Windows server
SIP Trunk through Twilio with SMS\MMS enabled

 

[Evolute IT]

Are you in DND often? DND won't notify you for queue/RG chats. Only direct ones, and I believe only internal ones.

 

[SMCS]

I am not sure what DND means? I am new to the system so I apologize for that. I am sending external SMS, they come in to pc but never to ios phone.

Just looked i tup I am and have never been in Do Not Disturb. I am available on both numbers 24/7.

 

[Evolute IT]

I am not sure what DND means? I am new to the system so I apologize for that. I am sending external SMS, they come in to pc but never to ios phone.

Just looked i tup I am and have never been in Do Not Disturb. I am available on both numbers 24/7.

What version of iOS and what phone do you have?

Also, what version of the app are you running? (Menu > About)

 

[SMCS]

I have Iphone 12 Pro Max v.17.2.1 App is v.20.0.0.721 PBX is 18.0 (Build 20)

 

[Evolute IT]

Try removing the profile from the app (Menu > Accounts > slide left on the account)

Then, uninstall. Reinstall, and reprovision via the QR code.

Once done, see if it fixed the notification registration.

 

[SMCS]

Removed it and re-added both accounts, same results. One thing I did notice with the app open. I sent an sms, watched the little badge in the app appear and disappear. It seems that the PWA app gets the message first so the app thinks it has already been seen. I still dont get notifications on my phone, I just saw it because I had the app open. The only thing I can think to try it remove the PWA app and see what happens. Its just odd that I dont see any push entries in the log at all, yet all sms is working, its just the notifications that are not working.

 

[Evolute IT]

Removed it and re-added both accounts, same results. One thing I did notice with the app open. I sent an sms, watched the little badge in the app appear and disappear. It seems that the PWA app gets the message first so the app thinks it has already been seen. I still dont get notifications on my phone, I just saw it because I had the app open. The only thing I can think to try it remove the PWA app and see what happens. Its just odd that I dont see any push entries in the log at all, yet all sms is working, its just the notifications that are not working.

Are you expecting SMS from a second account in the app to notify you?

The app only supports 1 active account at a time.

 

[SMCS]

Not really, I have 2 accounts on the iphone app that I can switch back and forth from, but no matter what one im on, no notifications ever come in at all. If im on account #1 and send an sms to account #1 it does not notify me at all on the phone, but if I open the app and go to chat, I can see the message.

 

[SweetAction]

Not really, I have 2 accounts on the iphone app that I can switch back and forth from, but no matter what one im on, no notifications ever come in at all. If im on account #1 and send an sms to account #1 it does not notify me at all on the phone, but if I open the app and go to chat, I can see the message.

Does your 3CX extension have pushed enabled?
Is the SMS conversation opened in the PWA?
Does the issue occur if you just have 1 account added in the 3CX app?

 

[SMCS]

Does your 3CX extension have pushed enabled? Yes
Is the SMS conversation opened in the PWA? Tried it both ways and even closed PWA, still no notification
Does the issue occur if you just have 1 account added in the 3CX app? Havent tried this yet but will.

I think it is weird though, if you look through my log there are no entries at all for Push in there, shouldn't there be?

 

[SMCS]

Just tried it with only 1 account added and it shows up on my pc instantly as it always has but nothing at all on phone and that was with chat closed on pc as well.

 

[Evolute IT]

Just tried it with only 1 account added and it shows up on my pc instantly as it always has but nothing at all on phone and that was with chat closed on pc as well.

Ok at this point you better open a support ticket. Or, link a partner and we can do it for you and avoid the 75$.

I'm tempted of trying my app on your system to see if the issue is system or phone related.

 

[SMCS]

I have no issue with that, but you are correct, I did not want to pay the $75 bucks for a support ticket, just for them to say they can't help me. I have read literally 100's of threads on this very same issue with IOS. Can you lead me in the right direction for linking a partner? I am very new to this system and I do not know what that means.

 

[Evolute IT]

I have no issue with that, but you are correct, I did not want to pay the $75 bucks for a support ticket, just for them to say they can't help me. I have read literally 100's of threads on this very same issue with IOS. Can you lead me in the right direction for linking a partner? I am very new to this system and I do not know what that means.

Start by going to your Management Console > Dashboard, third block there's a My Partner row with "Link" at the end. Enter a partner ID in there. For example, you can find ours in my forum signature.

Once a partner is assigned, we can create tickets on behalf. But first, I'll want to check it out with you as it's very odd. We never had Push issues and we're all running iPhones/iPads.

 

[SMCS]

Ok sounds good, what does it cost me to have you as my partner link?

 

[Evolute IT]

Ok sounds good, what does it cost me to have you as my partner link?

Nothing lol it just means we can assist you with licenses and support.

 

[SMCS]

Oh ok, great, I will do that now. thank you!

 

[SMCS]

I believe I have you linked up now.

 

[SMCS]

Just in case anyone else runs across this issue. The issue was that my phone was in Focus mode and the 3CX app was not added to that mode to be able to accept any alerts. I added the app and bam worked! I cannot thank CoceptsWeb enough!! Frederick worked with me and helped me all the way through. Very awesome support and patient! I highly recommend them to anyone needing a partner.