Solved Issue when switching to hosted by 3CX

[Josh@Kelty]

Hello,

I have just switched our office over to the 3CX cloud from an on premise solution. Everything was working perfectly when it was onsite here but now, the 3CX app will not ring and once a 3CX cell phone app is registered with an extension, there is no way to unregister it (in case the user does not power on their PC and their cell phone is off).

I can be staring at the Android app while an extension calls me and I can see my own extension turn yellow as if it is ringing but nothing actually happens. Wi-Fi or LTE, it does not matter.

I personally use the unregistered setting so that the 3CX can forward to my personal cell phone number if my extension is unregistered although it never unregisters... Also, forwarding normally to my personal cell phone number works without a hitch.

I have the latest 3CX version (not Alpha or Beta), I tried making a whole new extension and registering that with the cell phone app but same thing. I have also tried a full uninstall of the cell phone app, reinstall, making ANOTHER new test extension, adding it to the app, and still nothing. I have also tried to call the extension from another cell phone through the regular cell towers.

 

[Josh@Kelty]

Was there any helpful information on this? I really don't want to submit a ticket if I don't have to.

 

[Josh@Kelty]

I was able to borrow an iPhone from another user and it is working no problem. So it is just Android that is having issues.

 

[Josh@Kelty]

SOLUTION: now that I knew that PUSH was working from the server via the iPhone application, I started researching the settings that only affect specifically Android. If you go into settings > Phone/App Options, the top section is for making PUSH work on Android devices. There is a link there that brings you to a walkthrough to setup Google Firebase yourself. I never had to do this when the installation was on premise so I did not know about it.

All good now.

Link Here: https://www.3cx.com/docs/