Missing banner for incoming 3CX calls

[Aron V Davies]

Hi,

We are having an issue with the 3CX app on an iPhone. iOS 17.4.1 and the latest (3w ago) 3CX app.

Basically, the phone has stopped displaying the banner for incoming 3CX calls. Meaning there is no way to know whether someone is calling in. If we go to the app we can see that it is showing the signed in user as receiving a call (status goes yellow) but it's not actually possible to accept it. Making outgoing calls is no problem as those are "initiated" in the app and work fine.

Here is what we have done to troubleshoot so far:

• Restart phone

• Uninstall the app and re-install x2

• Check that DND modes on the iPhone are disabled

• Check that all notification options are turned on for the 3CX app

• Check that there are not any system wide notification settings causing any issues

But no matter what we do we cannot get the incoming call banner to show. However, it does work fine for standard phone calls to the phone.

I suspect this is an iOS issue or an iOS/3CX compatibility issue.

Unfortunately, this particular user is not keen on resetting their personal iPhone so that's not really an option at present.

Has anyone experienced this problem at all? Or are you very familiar with the ins and outs of an iPhone and might have an idea what could cause this?

Thanks in advance.

Aron

 

[Evolute IT]

Check if it's silenced in a focus mode.

 

[Aron V Davies]

Hi ConceptsWeb,

Thanks for the tip, but I did go through all the focus modes and they are default and well none are ever active anyway.

Any other ideas?

 

[Evolute IT]

Does it ring when the app is opened on the device?

Also, is this happening on both WiFi and cellular?

 

[Aron V Davies]

No, doesn't ring under any circumstances. With the app open you can go on the team section and see the yellow light next to the registered user though. So the app is aware there is a call being made to the extension.

Yes happens on both Wifi and cellular.

 

[Rick-Arcus-IT]

Do you have another iPhone to provision the 3CX app on?

 

[Aron V Davies]

Yes there's one available. Was planning to try the same extension on that phone. Was that what you were going to suggest?

Or something else?

 

[Rick-Arcus-IT]

Yes there's one available. Was planning to try the same extension on that phone. Was that what you were going to suggest?

Or something else?

Yes exactly, try to provision the same user on a different iPhone. If that works then you can exclude 3CX and the problem must be in the other iPhone.

 

[Aron V Davies]

Hi,

OK so I tried it on another phone and it had the same problem!!

So I dug around in the settings of her extension to see if I can find something different to other working extensions an came across something called "Accept Push Notifications" which can be found under Forwarding Rules >> Statuses >> Options.

I enabled that and after that the incoming call notifications started to work again!

Bit of an odd setting given where it is for it to be App related. Anyone know what the setting's actual purpose is?

Thanks,

Aron

 

[Evolute IT]

Hi,

OK so I tried it on another phone and it had the same problem!!

So I dug around in the settings of her extension to see if I can find something different to other working extensions an came across something called "Accept Push Notifications" which can be found under Forwarding Rules >> Statuses >> Options.

I enabled that and after that the incoming call notifications started to work again!

Bit of an odd setting given where it is for it to be App related. Anyone know what the setting's actual purpose is?

Thanks,

Aron

That setting is usually enabled by default. When disabled, Push doesn't work for both mobile and Webclient/PWA.

Normally we disable that for the second Available status so we can avoid ringing the mobile app when people are at their desk with a deskphone.