iOS incorrect notification count on badge

[pmterp]

Hello,
I'm not personally an iPhone user so there may be something simple I'm missing.
The user has an iPhone with the 3CX app. On his home screen, there's a notification badge/dot of the 3CX app with a count of (currently) 64. But, when he opens the app, there's only a single unread chat and no missed calls or voicemail messages.
After he opens the app and clears whatever legitimate items are generating notifications, they go away on the home screen as well. But within some time (an hour or more likely probably due to a new notification coming in) the home screen count goes back to the 60's.
The 3CX server is cloud hosted version v20 Update 3 (Build 806).
Any recommendations?

 

[Vali_3CX]

Hi @pmterp
Please ask him if during that time - ie since he clear the badge and he observe is again 64 - his device was on DND/Focus mode; this would lead to silent badge increase. If yes, ask him if is possible that during time he could received queue calls.

 

[pmterp]

Hi @pmterp
Please ask him if during that time - ie since he clear the badge and he observe is again 64 - his device was on DND/Focus mode; this would lead to silent badge increase. If yes, ask him if is possible that during time he could received queue calls.

Hello,
He did confirm that he uses focus and he is a member of several queues. But there were no missed calls between the time of clearing the notification count and it returning to 64. I know this because I have time stamps from when we talked and he cleared it and when he reported it was back. There was 1 text message received which is what I'm assuming triggered it to show up again.
For reference, I activated his 3CX extension on my iPad and am NOT experiencing the same behavior. On my iPad, the notification count shown on the home screen is correct for the number of notification events visible once the app is opened.

 

[Vali_3CX]

Also may happen if you have another client on the same extension (say WebClient) having the chat opened and a chat arrives - webclient automatically mark it as read, but the closed iPhone increases its own badge.

Anyway, you may tell him to try to delete and reinstall the app see if resolves the problem - if not, open a ticket with our tech support for troubleshooting.

 

[pmterp]

Anyway, you may tell him to try to delete and reinstall the app see if resolves the problem - if not, open a ticket with our tech support for troubleshooting.

Thank you. He uninstalled, rebooted, and reinstalled and for now the issue has not resurfaced.