Receive internal calls on mobiles, but not external calls.

[Cosi]

Hello Community,

I'm very new to this, but managed to set up a cloud based server and had a provider set up the SIP trunk and 3CX.

My issue is that we can receive calls from people in the 3CX network on mobile devices (a mix of Apple and Android) yet anyone calling in externally seems to be ignored. The phone then shows the missed call when the caller hangs up, or the call goes to voicemail.

The Mac and Windows software shows the incoming call just fine, just mobile devices don't. Sometimes the mobiles will notify the call, but more often than not, it wont.

I have set up a cloud based push service for Android.

I can make outgoing calls just fine.

Where do i start?

 

[YiannisH_3CX]

Hello @Cosi

Do you experience the issue with both android and IOS devices? Do calls arrive when the 3CX client is open and registered on the devices?
Are there any updates pending in the management console regarding IOS push? Do you experience the same issue on WiFi and 3g/4g?

 

[Cosi]

Hi Yiannis and thanks for your questions.

When the 3CX mobile App is open, external calls are received. When the home button is pressed to put the app in the background, external calls are missed, and a missed call message is received when the call maker hangs up. Calls can be received on a mobile in any state from another 3CX user using the app to make the internal call. All is true on both iOS and Android devices when using either WIFI or cellular networks. The computer based software receives both internal and external calls fine.

The system is up to date, and there are no pending updates displayed on the "Update" tab on the 3CX dashboard.

Thanks!

 

[YiannisH_3CX]

So Push works for internal calls from extension to extension but it does not work for calls coming from the provider. Do the calls arriving from the provider route directly to the extensions or are the extensions part of a Ring Group or Queue?

 

[Cosi]

Hi Yiannish, Your first sentence is correct.

I see this happening in all cases.
When dialed to a DID, or dialed in through the virtual receptionist and the direct extension is used.
When when for instance "Service" is selected on the virtual receptionist, and calls are diverted to a hunting ring group.

Thanks.

 

[YiannisH_3CX]

I would recommend setting the PBX in verbose mode by navigating to Dashboard / Activity Log / Settings and restarting all services. The try a call from extension to extension which should work. Once that works try making an external call which should fail. Open the activity log and check for any errors on the second call that you do not see in the first call. Normally Push should work the same for internal and external calls.