No 3CX notification when push-notifications fail.

[eska]

Hi,

Currently we have some users at our company that work part time and can be absent for more than a week. This means they don't use their 3CX app for an extended period of time. This causes the extension to unregister from the PBX. Is there any way to prevent this from happening?

I am aware this issue has been brought up before and has since been resolved with an update (https://www.3cx.com/blog/releases/beta-chat-android-app/). But the users don't seem to receive their weekly notification that keeps the app subscription active. I've checked the settings on the mobile devices and seem fine, once registered they can receive push notifications no problem.

 

[VasilisV_3CX]

Hi @eska,

For Android devices we have an option in the menu on the top left: Keep Alive, which won't cause the extension to unregister but it will consume more battery.

 

[eska]

Thank you for the reply! Is there a similar option available on iOS?

 

[VasilisV_3CX]

Hi @eska,

At the time of writing this, I'm not aware of this feature coming to iOS just now I'm afraid.

 

[eska]

That's to bad. Is there any other way I can prevent iOS users from un-registering from the app?

 

[Vali_3CX]

@eska
The main point (for both Android and iOS clients) is that they both need to contact the PBX at least once in a week. Therefore, if you keep the device powered off for more than one week, ore you're in a hotel with restricted WiFi for more than one week, the PBX will clear the push subscription due to inactivity.

 

[paurus]

@eska
The main point (for both Android and iOS clients) is that they both need to contact the PBX at least once in a week. Therefore, if you keep the device powered off for more than one week, ore you're in a hotel with restricted WiFi for more than one week, the PBX will clear the push subscription due to inactivity.

is it possible to make sure that before clearing the push subscription, the user receives a notification about the need to renew the subscription by opening the application? this is what some of the other apps we use do.

 

[Vali_3CX]

@paurus
PBX is sending a notification to both Android/iOS clients when the push subscription is about to expire so the user will know. But a notification does not wake/launch the app, user has to tap it, so if he doesn't...

 

[paurus]

@paurus
PBX is sending a notification to both Android/iOS clients when the push subscription is about to expire so the user will know. But a notification does not wake/launch the app, user has to tap it, so if he doesn't...

I will check with my users again if they have received such notifications from PBX. I don't know anything about it yet. which version of PBX started sending notifications?

 

[Vali_3CX]

I don't remember exactly, but 16 for sure.

 

[paurus]

I don't remember exactly, but 16 for sure.

we are on V18. we have never received notifications about the end of the push subscription.
maybe there is some PBX setting that needs to be enabled?

 

[Vali_3CX]

Me and you we had this discussion before: if the client connects to the PBX - either due to an incoming call, a manual launch, a 24 hrs background refresh - it automatically resets that PBX expiration counter to 7 days. Therefore, in order to test receiving that notification, you have to avoid any of these things.

I suggest you to open this question on the PBX forum for PBX troubleshooting with logs and settings, I cannot assist you there.

 

[paurus]

Me and you we had this discussion before: if the client connects to the PBX - either due to an incoming call, a manual launch, a 24 hrs background refresh - it automatically resets that PBX expiration counter to 7 days. Therefore, in order to test receiving that notification, you have to avoid any of these things.

I suggest you to open this question on the PBX forum for PBX troubleshooting with logs and settings, I cannot assist you there.

I know and understand all this.
We have two users who very rarely use the app on iOS and therefore very often lose push registration (after 7 days of silence). they open the apps for a new registration after my reminder. and I asked them and they assure me that they have never received push notifications about the end of registration, although there were no other problems with push notifications from 3CX.
Therefore, I am very surprised that it should come. I created a new test extension today and registered it on a test Iphone. I will wait for the notification in 7 days.

 

[paurus]

After 7 days of not using the app, as expected, the app lost registration for push. There were no notifications about the end of the push subscription. on the recommendation of @Vali_3CX, I created a new topic about this.
https://www.3cx.com/community/threa...subscription-termination-notification.114167/