Mobile App, Desk phone. Ext detected as busy and sent to VM when on cell GSM call

[bbaker73]

Can't seem to find a rhyme or reason, but some users extension calls go straight to voicemail when that are on a GSM call on the mobile that has the Mobile app installed.

My own ext I noticed this a month or more ago, but just tested today and got a call waiting type indicator when the ext rang, and the deskphone rang this time too. Anyone experience this or know the cause and how to disable it? I have clients that are experiencing it, such as they'll be in the office but on a gsm call and all of their ext calls go straight to vm.

My app version is 20.2.0.13. My cell is AT&T. I just had coworker test after I saw mine was NOT diverting when on GSM today, and his is still diverting calls to vm when on GSM. He has a Pixel.

 

[ThomB_3CX]

@bbaker73 can you have your Pixel user enable telecom api and retest his scenario?
Hamburger Menu (top left corner) > Settings > Advanced > First option Telecom APi

 

[bbaker73]

@ThomB_3CX Pixel user says with Telecom API disabled, 3CX calls now ring on mobile app when on GSM call. No longer forwarding to vm when on GSM call.

 

[ThomB_3CX]

Pixel devices will have the telecom api option disabled by default. This is because there are issues when utilizing the pixel device with a bluetooth audio device. Reported directly to Android and still pending a fixing from their end.

 

[bbaker73]

Thanks Thom. I have some clients bringing this issue to us as well. I need to find out what devices they have.

So if a Pixel, we need to double check this setting is disabled?

On any other device, iOS, Android same thing, if has this issue, have them disable API Telecom? Or should this not be happing on those (my android did have this issue in the last few months, last re-test seemed to have been resolved. Will monitor)

 

[ThomB_3CX]

You’re welcome. Generally rather than brand, check Android Version. If Android 14 or higher, have them check the telecom api setting.

This can be also turned off by Android OS itself if for some reason, a telecom api functionality returned an error to the 3CX app.

 

[bbaker73]

Can you delete that duplicate post, I tried to edit and ask "If disabled, this will affect using bluetooth headset/handsfree car connections correct?" it's on the 2nd post
Not seeing how to delete my own post.

 

[ThomB_3CX]

Done. IOS does not make use of Telecom API. They have their own CallKit functionality for this, which we have no control over.

With regards to Bluetooth, if option is disabled, it will only affect the handsfree functionality. Audio is correctly routed to the Bluetooth device.

 

[bbaker73]

Sincerely apologize, I just spoke to my Pixel user, It is actually reverse of what I had asked to test. We were not on the same page.

We retested together to make sure.

Pixel>API Telecom Disabled>3CX calls go to vm when on GSM (the Busy or not Registered destination in User Extension settings I assume)

Pixel>API Telecom ENABLED>3CX app rings (like Call Waiting)when on GSM call.

So we need API Telecom enabled on Pixel for 3CX calls to ring when on GSM.

With leaving it Enabled to receive 3CX calls when on GSM call, what are the issues we might see that you mentioned " there are issues when utilizing the pixel device with a bluetooth audio device. Reported directly to Android"?

Thanks so much.

 

[ThomB_3CX]

Yes the above is correct, you need telecom api enabled. Doing so, you will hear a subtle beeping sounds when receiving a 3CX call whilst on a GSM call.

The issues mentioned are loss of audio when answering a bluetooth call from the bluetooth party, running Android 14 or above.

Although some good news, after more than a year, it would seem that Android have fixed the issue and are currently shipping out an update as we speak, We cannot confirm this yet.

Source: https://www.androidauthority.com/pi...ign=weeklyauthority&utm_term=Weekly Authority

 

[bbaker73]

Thanks @ThomB_3CX . Is there a doc or guide that might explain what all the telecom api does, enabled, disabled etc.

We've been discussing fixing 3CX calls going to busy/vm when on GSM call, and as we see with Telecom API enabled now they are coming through as desired, but in case a client wants to NOT get 3CX calls when on mobile call, is there another cleaner way activating that vs disabling telecom api, such as uncheck can receive multiple calls on the extension or something?

Thanks again..