New android client 15.1.90 cuts down GSM calls

[sip.bg]

I have the following problem after recent upgrade of Android client to version 15.1.90 from 15.1.41.
If you are on a GSM call and the 3CX client receives incoming call, the GSM call is blocked, neither put on hold, nor disconnected. You can't return to a GSM call, regardless whether you answered the 3CX call or not.
The only option is to disconnect manually the GSM call and to redial it or wait other party for it.

This was not happening with previous client 15.1.41. The phones affected are different brands like Samsung, Sony, different models, all updated to recent Android versions.

What can be advised ? Can we downgrade to v.15.1.41 -- the 3CX client was automatically upgraded with automatic updates of applications on the phone.

I have also customers complaining sharply to the issue and want to get rid out of 3CX client.

 

[LeonidasG_3CX]

-After looking into this, this is not a bug but intended functionality which was implemented since 15.41, not in 15.1.90 as claimed.

-After performing internal tests we see that your existing phone call is not affected or overridden or blocked in any way as you claim. Android users have full control over their calls, you can drop, answer or send the call to voice mail. If you answer it, you can manage your calls via the Android's top dropdown bar by selecting either the 3CX Call or your native GSM call.

 

[sip.bg]

This is to confirm that issue with cutting down GSM calls is not present with 3CX client 15.1.41 for Android or at least is behaving differently. I've uninstalled 15.1.90, searched for 15.1.41 apk, installed it and provisioned the 3CX client.
The behavior now is the following, if a 3CX call arrives during the call and you decline the call (the focus is to 3CX application), GSM call is obviously put automatically on hold or stays in the background, without any intervention from the user, and after ending the 3CX call, there is an option to return to GSM call in progress. If you answer the 3CX call the GSM call fails -- no voice after return to GSM call.

 

[sip.bg]

-After looking into this, this is not a bug but intended functionality which was implemented since 15.41, not in 15.1.90 as claimed.

-After performing internal tests we see that your existing phone call is not affected or overridden or blocked in any way as you claim. Android users have full control over their calls, you can drop, answer or send the call to voice mail. If you answer it, you can manage your calls via the Android's top dropdown bar by selecting either the 3CX Call or your native GSM call.

And what to tell to frustrated customers, what you advise is simply not working, returning to GSM call, after answering a 3CX call results in no voice for GSM call in both directions ?

 

[sip.bg]

Some more tests with v15.1.28, v15.1.41 and 15.1.90 --- all gsm calls are broken, if a 3CX call is being answered meanwhile -- the result is no voice in GSM call in both directions, after return to GSM call.

Behavior of v.15.1.41 and 15.1.90 is almost the same, the difference is no notification to return to gsm call in progress in v.15.1.90, otherwise GSM call is broken always. If 3CX call is declined, you can return to GSM call successfully in all three versions tested.

Tested also on three different makes / models of Android GSMs.


The problem with customers complaining is serious, some of them are too angry.
There is no alternative with call deflection to GSM ('302 diversion header) in v15/15.5, which was a solution to avoid ringing of 3CX client and disrupting GSM calls.


Something with 3CX client needs to be improved urgently, situation can't bear postponing.

 

[Łukasz R.]

I have this feeling more and more I test 3CX Phone app: It's not a bug, it's a feature.

 

[LeonidasG_3CX]

Please sign up for the Beta and give it a go and let us know if the issue is resolved.
https://play.google.com/apps/testing/com.tcx.sipphone14

 

[sip.bg]

Well, there is a significant improvement with 3CX client for Android 15.1.120 beta, at least during a GSM call, when a call arrives on 3CX client it comes to focus, but is not interrupting the GSM call, only a double beep is heart in the background, like call waiting signalling. If you don't pay attention to 3CX call, the GSM call continues normally.

Still no system dialog is opened for GSM call (hold / end the GSM call), if you try to answer the 3CX call, like it would happen when you have GSM call waiting or native SIP client for Android call is arriving (native SIP client is available in some Android phones), but this can be considered a nice wish. Theoretically you can put manually GSM call on hold, if you manage to retrieve focus from 3CX client, and then answer the 3CX call, if still available (has not gone to voice mail, etc.). May be it would be better the 3CX client not to be opened in full screen mode and not to steel the screen focus, if you are on a GSM call already. A notification message for incoming 3CX call would be perfect.

 

[LeonidasG_3CX]

Well, there is a significant improvement with 3CX client for Android 15.1.120 beta, at least during a GSM call, when a call arrives on 3CX client it comes to focus, but is not interrupting the GSM call, only a double beep is heart in the background, like call waiting signalling. If you don't pay attention to 3CX call, the GSM call continues normally.

Alright, good.

Still no system dialog is opened for GSM call (hold / end the GSM call), if you try to answer the 3CX call, like it would happen when you have GSM call waiting or native SIP client for Android call is arriving (native SIP client is available in some Android phones), but this can be considered a nice wish.

-There is no way to tell the native GSM client on an Android device to put it's self on hold. We would do this if we could. We'll have to review this again on our side and see if it can be worked around safely.

At least in the reverse scenario where:
-3CX Client is on a call. GSM call also comes in. GSM call shows a dropdown dialog for it's self. If you answer it, the 3CX call is automatically put on hold.

Theoretically you can put manually GSM call on hold, if you manage to retrieve focus from 3CX client, and then answer the 3CX call, if still available (has not gone to voice mail, etc.)

You can do this by dropping down the top bar/context menu on any Android phone. You will see in the list there are 2 active calls. One for GSM and one for the 3CX Client.

May be it would be better the 3CX client not to be opened in full screen mode and not to steel the screen focus, if you are on a GSM call already. A notification message for incoming 3CX call would be perfect.

1) How would you answer or interact with the call then?
2) In the same logic, maybe it would be better for the native client not to be open when 3CX is in a call? Why should 3CX not open?



We will try to improve this in some way in the future, for now though i think it's ok that we fixed the following issues for SP2: "Bring 3CX to the front" and "Beep" issue are fixed.

 

[Alastair]

I have been having the same issue with Samsung J5 Prime Phones. When an outgoing call is made on gsm an incoming 3CX call will interrupt the gsm call. The phone will send the call waiting beeps to the called phone on gsm. After the incoming 3CX call is disconnected there will be a 10 second wait before the voice stream resumes on the gsm call.
This is only a problem with outgoing calls made from the sim, incoming calls to the sim and calls to and from the 3CX app are not interrupted.

Other phones such as Samsung S5 Galaxy work as expected. A call waiting beep is heard on the users phone while the original call continues as normal.

I noticed the J5 does not have any setting for native Sip.

Alastair

 

[Manos Val]

today I have the same issue in Galaxy Note 6 edge, 3XC app cut down GSM call.

 

[LeonidasG_3CX]

Can you please download our beta here and let us know if anything changes?
https://play.google.com/apps/testing/com.tcx.sipphone14

 

[Taigar]

What is the actual status of this problem? Do I need to install a beta version on my customers phone?
I have 1 customer with a Galaxy S7 complaining about GSM calls getting disconnected when a 3CX call is incoming.

 

[Marios Neophytou]

What is the actual status of this problem? Do I need to install a beta version on my customers phone?
I have 1 customer with a Galaxy S7 complaining about GSM calls getting disconnected when a 3CX call is incoming.

Yes, for now you have to upgrade to beta. Stable version will be released soon

 

[Taigar]

Thanks for the quick reply!

 

[JackH]

+1 to this being a huge problem.


Now using the Beta version (which I found due to this thread) I have found the following:

1. Even opening or switching to the 3CX app while on an active GSM call will lose the call.
2. As soon as the app comes to the foreground of the screen, whether it be manually or automatically the GSM call is lost.
3. If you're on a GSM call and the 3cx app rings, even if you decline the call the GSM call is lost. So you basically have to ignore the double-beeping of the incoming call while you're talking over GSM...
4. However, once the inbound caller hangs up or goes to voicemail, the app automatically comes to the forefront and drops the GSM call regardless.

So this isn't a fix in the slightest.

 

[LeonidasG_3CX]

The fix provided in this thread is:
-The problem: If a GSM call is in progress and a 3CX Client call arrives, it's rejected.
-The fix: If a GSM call is in progress and a 3CX Client call arrives, don't reject it.

What you're mentioning above are other issues related to opening the client while a GSM call is active. We're aware of these and working on them for the next release.

• Even opening or switching to the 3CX app while on an active GSM call will lose the call.

• As soon as the app comes to the foreground of the screen, whether it be manually or automatically the GSM call is lost.

This is incorrect behavior on our part. We're aware of this behavior and are looking into a way to fix this for a future release. Your calls are not "lost", they are only muted. To retrieve them you need to drop down your Android phone's top drop down menu and select your call which is still in progress.
Opening the 3CX Client while a call is in progress or any audio producing app is open will mute that app as the 3CX Client takes focus for possible incoming calls.

• If you're on a GSM call and the 3cx app rings, even if you decline the call the GSM call is lost. So you basically have to ignore the double-beeping of the incoming call while you're talking over GSM...

• However, once the inbound caller hangs up or goes to voicemail, the app automatically comes to the forefront and drops the GSM call regardless.

The above isn't at all how the Android Client functions in the beta. Calls aren't dropped in the above cases/shouldn't be.



In any case, we're aware of most of these audio switching and dual call handling issues on the Android Client and it's something we plan to fix, but not in the upcoming SP2 update as that ship has already sailed and the SP2 release is quite close. Some time after the SP2 release has been made, a new beta will be out which will slowly contain fixes for each one of the issues you're describing + more.