On smartphones, notifications of new messages and calls are sent by sending a PUSH notification to the phone, upon which the phone wakes up and receives the call or message. Like other apps, the 3CX Android App relies on receiving these PUSH notifications. These PUSH notifications are generally sent out by Google, although Huawei and Samsung are now also sending out PUSH notifications. 3CX supports Google PUSH only for the moment. This is default behaviour and there is nothing you need to or can do to change this.
So if you are receiving the calls but it’s not ringing when your phone is in sleep mode, then you are not receiving PUSH notifications. There are several checks you can do to try and fix this
It’s obvious, but check first that the 3CX App has network connectivity. You can switch off mobile data for some apps, obviously it needs to be on for 3CX to work.
To have good results, you will need to use a quality phone with a recent version of Android:
Please note we will only support the latest versions of phones, Android and 3CX. We allow installation of the app on Android 8 or 9, but we will not support or troubleshoot.
Some versions of Android have battery optimization settings turned on that terminate background apps, including 3CX of course. We need to switch that off:
Please note for Oppo you should follow the steps below :
Enabling background data is required for providing you notifications even when the app is not in use. We need to switch that on:
If for some reason you cannot get Push to work, because you cannot change your phone or manage the network you are on, then you can temporarily enable the “Keep Active” function. This will keep a permanent connection open to your 3CX server. Battery usage will be significantly increased.