iOS Mobile 3CX app not ringing for inbound anonymous calls > Only receives missed call notification

[CalebQG]

Hi all,

I've got an issue with two Apple devices where they do not receive any ringing notifications for only anonymous callers via the 3CX app. Once the caller stops ringing it shows up as a "Missed call" notification. The mobiles are two different models, iPhone 13 Pro & iPhone 15.

I've confirmed and tried the following:
-Push notifications for 3cx are set to allowed on both devices / Banner notifications are set to Always show / Alerts all enabled / Silence unknown callers setting is set to OFF
-Remove & re-add account in 3cx / Reboot Phone / Uninstall and re-install 3cx App.
-Phones have been updated to latest software version.
-Can receive anonymous calls outside of 3CX fine
-Call handling tests: does not ring using direct calls, ring groups or call queues (prioritized / ring all)
-Tried different extensions on their device + added their extension onto different Apple mobile and was able to receive anonymous callers OK
-The "Ring My Mobile" option under the extension setting works to receive the anonymous call using their +61 mobile number however we want it to only go through 3CX.
-No caller inbound rules are set

Factory resetting seems like the only last option, however it is a personal device and would like to avoid this if we can.

Appreciate any assistance.
Thanks.

 

[K_SAK]

Do they have any modification on their DNS settings? If you try to visit the 3CX FQDN web portal are they happy about that? As same extensions ring on other phones 3CX side looks like it's working correctly.

 

[CalebQG]

Do they have any modification on their DNS settings? If you try to visit the 3CX FQDN web portal are they happy about that? As same extensions ring on other phones 3CX side looks like it's working correctly.

I can confirm that the 3CX FQDN portal can be accessed via their phone browser and no alternative DNS configuration. I'd like to add there are other mobile devices on the same LAN and are able to receive the anonymous calls correctly.

 

[SteveITS]

If you add this extension to a “working” phone does it ring?

There was a thread about push recently; check the overall push setting on the extension, IIRC on the web client General page. Not the statuses.

 

[CalebQG]

If you add this extension to a “working” phone does it ring?

There was a thread about push recently; check the overall push setting on the extension, IIRC on the web client General page. Not the statuses.

Hi Steve, yes if we add it to other mobile devices the extension rings perfectly fine.

I definitely have "Accept PUSH notifications" enabled on the extensions as well!
Thanks.

 

[Evolute IT]

Hi Steve, yes if we add it to other mobile devices the extension rings perfectly fine.

I definitely have "Accept PUSH notifications" enabled on the extensions as well!
Thanks.

Could it be iOS blocking "unknown callers"? Or via a focus mode perhaps? When the issue is only on one device, that's usually a sign the problem isn't 3CX.

 

[CalebQG]

Could it be iOS blocking "unknown callers"? Or via a focus mode perhaps? When the issue is only on one device, that's usually a sign the problem isn't 3CX.

We thought this was the case and turned off "Silence unknown callers" via iOS setting as well on the device. Turned off DND and made sure those focus settings aren't enabled as well.

I am also leaning to think it's not an issue with 3CX however seeing if anyone has any thoughts first before having to fac reset a personal device!

 

[Saky]

You might try moving them to the iOS beta app for 3CX, although I don't think it's a problem with the app perhaps the fact it's a properly new app install might step around whatever is causing the problem.

 

[CalebQG]

You might try moving them to the iOS beta app for 3CX, although I don't think it's a problem with the app perhaps the fact it's a properly new app install might step around whatever is causing the problem.

Thanks Saky for the recommendation. We just tried the 3CX beta app and unfortunately did not work - I was confident this'd be the one!

Cheers