Phones-list is incomplete

[Isen Tiefbau AG]

because of some problems with not ringing phones im searching for sources to check status of a registrered phone.
I saw that many phones are shown as available on extension-status bt i cannor find them on the phone-list.
in addition i found that only unlisted phone are on my own list of not ringing phones.
But there are also some phones not on the 3CX-phones list, which does not have problems on incoming calls.

For example: I have an extension which following phones registered:
1. Windows App
2. Chrome Browser-extension
3. Yealink Phone
4. Xiaomi Android Phone
5. iPhone

All of them have no problems calling anywhere.
But in the list of regisred phones I'm missing the browser-extension, the android phone and the iphone

And finally the Android phone will never ring on incoming calls.
Wireshark shows me, that the pbx is not sending any message to the android phone during an incoming call.
But why is the pbx signaling other also phone which also not are in the list?
I dont found a relationship between the lists and the signaling.

is this a well known problem? is there a solution?

 

[ChrisC_3CX]

The "Phones" section in the Management Console should indeed show registered devices. To put that aside for the moment and focus on the actual issue, what devices/clients are you having issues with? Do they have anything in common, are they the same client/device or are on the same network?

Wireshark shows me, that the pbx is not sending any message to the android phone during an incoming call.

Calls to the 3CX Android or iOS App will cause the 3CX PBX to contact Google's or Apple's PUSH service and will not send a SIP INVITE to initiate the call so what you're seeing sounds expected to some extent.

 

[Isen Tiefbau AG]

OK. so far i understand. In case there would be a general problem or config failure, there should no one phone of android or iphone be able to get this calls. but many other phones have no problems.
is there a special requirement to register the android app on the google-push-service? we have many android phone of some manufacturers without any problems. what would you expect?

 

[ChrisC_3CX]

special requirement to register the android app on the google-push-service

If the device is running at least Android 7, has Google Services preinstalled by the manufacturer and you are running both the latest versions of the 3CX PBX and the 3CX Android App this should be taken care of.

If you're only facing issues on specific android devices, please try the following only for those devices:

1. Go to Menu >> Settings >> Advanced.
2. Search for an option that reads "Car/Bluetooth support (Telecom API)"
3. If it exists and is enabled, disable it and relaunch the app. (If it is already disabled, enable it instead)
4. Check if the issue persists.

If this does resolve the issue for any of your devices, please let us know of the exact Brand, Model, Model ID and Android version of those devices.