Work remotely from your home, by the pool or at your friendly neighborhood cafe; the 3CX app for iOS let’s you take your office extension along for the ride no matter the destination! Access your company phonebook, make and receive calls, chat with colleagues, attend to customers with website live chat and hold a video conference from the palm of your hand. 

How to set up your extension in the 3CX app for iOS

If you haven’t already, install the iOS app; it’s free and available from the App store.

Note: Your company PBX must be running 3CX V16 Update 5 or above to use the 3CX iOS app, which uses the latest Apple technology for a more reliable experience. Check with your administrator if you are not sure of the version you are using. 

  1. Open the app, read and accept the license agreement and authorize the various permissions the app needs (camera, microphone).
  2. Scan the QR code from your Welcome Email or the Web Client to automatically configure your extension. You’re now “Ready for calls”.
3cx ios app

How to locate your 3CX QR code

There are two ways to find your unique QR code:

  1. In your Welcome Email as an attachment. If you can’t locate yours, with the subject “Welcome to 3CX!”, ask your administrator to resend it.
  2. In your Web Client go to Settings > Scan QR Code”

And that’s it! Let’s get started.

Making a call on your iOS device

Using the iOS app to make a call is as straightforward as making a call from your smartphone’s native call function. Simply enter a number via the dialpad and press call, or view contacts and search by name, extension number or email address. Press on the contact to enter the contact menu and select “Call”. Congrats! You just made your first call with the 3CX iOS app. 

You can easily perform a number of actions on an active call including:

  1. “Transfer” will allow you to perform two types of transfers. 
  1. “Blind Transfer” – transfer the call directly without addressing the receiver.
  2. “Att. Transfer” – transfer the call after first speaking to the receiver.
  1. “Conference” allows you to add more participants to the call.
  2. “Rec” enables you to record the conversation.
  3. “Video” let’s you take your call up a notch by adding video to the mix. 
  4. “New call” places the current call on hold to make a new one.

Schedule a conference call in moments

Press the menu icon and select the Conference option. Here you can view scheduled conferences or create a new one and invite participants from your contacts or by email. 

Create video meetings on the go

With integrated video calling, you can join meetings from wherever you are with your smartphone device. Simply press the video button to add it to a call or, for a scheduled video conference, go to “Settings > Conference”, select the meeting and press join. 

ios video call

Share your availability with Status

The status feature is a great way to inform your colleagues whether or not it’s OK to call you. Not only does this enable you to create a distraction free zone, it also helps your colleagues to handle calls more efficiently. 

Choose from Available, Away, Do Not Disturb, Business Trip and Set Status Temporarily

3cx ios app status

You can customize your status and configure forwarding rules by pressing on the arrow next to the status. 

3CX iOS app settings

From the Settings menu you can easily switch between accounts and view their details as well as add a new extension. 

Access Settings by pressing the menu icon at the top. From here you can also:

  • Create a conference.
  • View and manage voicemails.
  • View audio and troubleshooting settings.
  • Scan a QR code.
ios app settings

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/