The 3CX smartphone app for Android allows you to seamlessly take your office communications with you wherever you go. Access the company phonebook, make calls, send chat messages and more from the palm of your hand. There’s no need to use your personal mobile plan for business calls anymore.

Setting up your Extension

If you haven’t already, install the app from the Google Play Store. 

  1. Allow 3CX to access the camera so you can provision your extension via QR code.
  2. Scan the QR from your Welcome Email and continue to make a test call to the “Echo service” so that you can grant the app the required permissions. 
  3. Give authorization, make the call and you’re all set!

Placing a Call with the 3CX Android App

Making a call with the Android app is quick and easy. In “Contacts” search by name, number or email address, click the phone icon next to the contact and hey presto. You’re now using your office phone system from your smartphone. 

Once you’re in a call, you can seamlessly perform a number of actions, including:

  1. “Transfer” will give you the option to “Blind Transfer” without the need for you to speak to the receiver, or “Attended Transfer” will transfer the call after you first speak to the receiver to see if they accept the call.
  2. “Conference” allows you to create an ad hoc conference call, adding more participants to join the conversation. 
  3. “Rec” allows you to record your conversation.
  4. “Video” add video to your call for face to face communication.

Effortlessly Schedule a Conference Call

Press the menu icon to open the sidebar menu and find the Conference option. Here you can easily schedule a conference call and invite participants from your contacts or by email.

Set your Status and Avoid Distractions

Using the Status feature will let your colleagues know if it’s OK to call you, saving you from being distracted and them from wasting time. 

Choose from AvailableAwayDo Not DisturbLunchBusiness Trip, and Set Status Temporarily

"Set Status" menu options in 3CX Android App.

You can further customize your status and call forwarding rules by entering the status profile menu.

Customize your 3CX App

Personalize your app experience to suit your preferences in the Advanced Settings, which offer a number of options including Car/Bluetooth Support, Silence Detection, Battery Optimization and Ringtone customization. 

Sidebar menu functions in 3CX Android App.

To access Settings, simply press the menu icon at the top. From here you can also: 

  • Add, edit and switch between accounts 
  • Choose your theme
  • Configure audio options
  • Request a new Welcome Email.

We quite often receive questions from end-users about issues regarding the apps that are quickly resolved with some simple troubleshooting.

So, whether you’re an end-user connected to your company’s phone system, or an admin constantly faced with the same questions about audio and device setup, this is a great place to start!

Note: To use your company phone system externally, your extension must be granted the rights to connect remotely. Please do not attempt to make changes to any advanced settings.

CTI Mode Selected – Unable to select softphone in Windows App OR Not Able to Send or Receive Voice

CTI Mode enables you to control your desktop IP phone with the Windows App. If you’re working remotely, or simply using a headset at the office instead of an IP phone, you’ll want to be in softphone mode.

To switch to softphone mode, click on the phone icon and then on “Softphone”. Some users have issues selecting the softphone mode, or once selected, are unable to hear calls or send voice via their headset.

windows app phone selector

This is usually quickly resolved in the audio settings of the app. Go to the Menu (click on the three vertical dots, top right corner), select “Audio Options” and in the “Audio Devices” section, select your headset as the device for “Microphone”, “Speaker” and “Ringing”. Alternatively, you can select another output device, such as a speaker, for “Ringing”, so that you hear when a call comes in even if not wearing the headset.

3cx windows app settings troubleshootingwindows app audio settings

Adjusting Audio Settings in the Web Client

It’s important to note (and a handy tip!) that you can easily toggle between devices by clicking on the Device Selector in the top right corner of Web Client. From here, you can switch between IP phone, browser extension and smartphone. When you make a call, it will be initiated from whichever device you have selected.

3cx web client device selector

If you are having issues with making and receiving phone calls through the Web Client, your first stop is audio settings.

Go to “Settings > Personalize > Audio/Video”. From here you can set your devices including “Camera”, “Speaker”, “Ringer” and “Microphone”. You can also select headset integration for our supported headsets.

web client audio settings

If you still face issues and are unable to make or receive calls after trying these troubleshooting tips, consult your administrator. 

I don’t receive notifications in the 3CX App for iOS or Android

One of the great things about 3CX is that you needn’t have the app running on your smartphone in order to receive call and message notifications. Just like your phone’s native call functionality! Missing an important call can make all the difference in sealing the deal; with some simple configuration in the app, you can have notifications up and running in no time.

In the iOS or Android app, press the Status indicator in the top right and open the menu of the selected status by pressing the arrow. Make sure that “Accept Push Notifications” is switched on. This rule applies to all individual Status  profiles; you may need to turn it on for each one.

ios status indicatorios app statusios push notifications

Putting the Smartphone Apps into Silent Mode

iOS

In the iOS app, open the Menu and go to “Settings > Ringtone” and select “Silence”.

ios app menuios settingsios silent mode

Android

In the Android app, open the Menu and select “Silent”.

android silent mode

No Camera or Microphone Detected in WebMeeting

When joining a web meeting you will be prompted to test and configure your device settings before entering. Here you can select your webcam, microphone and speaker. Be sure that you authorize the use of your camera and microphone when asked by the browser.

If you are faced with the following message:

webmeeting webcam warning

First make sure that no other application is using the webcam. Once this has been ascertained, check that your browser is not blocking the device. In Chrome, you can see if your device is being blocked by looking at the Camera icon in the right of the address bar. If blocked, it will contain a red cross.

In Chrome:

  1. Go to Settings.
  2. Privacy & Security > Site Settings
  3. Permissions > Camera

Here you can select whether to ask for permission before accessing the camera (recommended) and view which sites block or allow its use. If you see that the meeting hostname is blocked, remove it.

For issues with the microphone, you can follow the steps above and in Permissions go to Microphone.

To access device settings during a meeting, click on the “Settings” icon to open Multimedia Settings. Here you can select which webcam, microphone and speaker you want to use.

Share the 3CX Apps Troubleshooting Guide with your fellow 3CX end-users, check out our user-manual, and let us know in the comments if there are other end-user troubleshooting issues you would like us to touch on!

By Amy Elliott|July 27th, 2020|https://www.3cx.com/blog/docs/apps-troubleshooting-end-users/