Solved Motorola not ringing

[CSerpent]

Hi

We have a problem similar to https://www.3cx.com/community/threa...t-ring-but-show-missed-calls-afterward.81296/, but this is on 3CX hosted and only affects Motorola Android handsets. This install only uses softphones. When we test this with Samsung and iPhone, there are no apparent issues.

When a call arrives, internal or external, to the device, there's no recognition of the call. Caller hears a ringtone but there's no vibration, ring, notification or anything on the Motorola phones - that's even with the app open. The only way they know a call has been is the missed call notification arriving straight after. Have tried uninstalling and reinstalling, changing battery optimisation to off, WiFi and LTE.

You can dial out on the app absolutely fine and get two-way audio.

Push is enabled in the app. I've had the 3CX hosting team check install to make sure that's ok, and they say it is.

Any suggestions please?

 

[NickD_3CX]

Hi!

First of all, to make sure that the issue is not something related to the extension settings, please register the Motorola device to the same extension where the Samsung is registered to and that works.

Then make a call to this extension and double-check that the Samsung rings and the Motorola doesn't.

If this happens, leave the setup as is, and on the Motorola go to Settings --> Advanced and enable Verbose Logging.
Next make a call to this extension and wait for the Samsung to ring and the Motorola not again.
Leave it ringing for ~10 seconds, then hangup.
Last, go back into Settings --> Advanced and select "Send Log Report", and send it to yourself.

Once you have the email, download the attachment, upload it to a file sharing service of your choice and send me the attachment in a PM.
Along with that just tell me the approximate time you made the call attempt and from which number you were making the call from.

[EDIT]
Also please tell us the exact Motorola model and what Android version it is running.

 

[NickD_3CX]

For others reading, the OP solved the problem by disabling the "Telecom API" option in the 3CX app Settings.