The app
Calls don't ring when the app is closed (Android)
If you can make calls but incoming calls don't ring, or callers hear one ring and then your voicemail, your phone is most likely stopping the app from waking up.
What you are seeing is normal up to a point. With the app open, it shows registered. When you switch to another app, it changes to Push for a moment and then disappears. That means the app has handed your line to our push service, which wakes the app when a call comes in. If the phone blocks that wake-up, the call never reaches you.
Check these on each Android phone that isn't ringing:
- In the app. Go to Settings > Accounts > Slingshot > Advanced Settings > Push Options. Turn Single registration on and Simulate NAT off. Then close the app fully and open it again so it shows registered.
- Notifications. In the phone's Settings > Apps > Cloud Softphone > Notifications, make sure notifications are allowed, including call notifications.
- Battery. In Settings > Apps > Cloud Softphone > Battery, choose Unrestricted. This is the most common cause.
- Samsung: also open Settings > Battery > Background usage limits. Make sure Cloud Softphone is not under sleeping or deep sleeping apps, and add it to Never sleeping apps.
- Other Android phones: look for Battery optimization and set Cloud Softphone to Don't optimize. The menu names vary by phone maker.
- Test. Close the app, or switch to another one, and have someone call your extension.
iPhones handle this differently and don't usually need any of these changes.
Still not ringing? Send us the details of a call that should have rung through and we will trace it:
- The time of the call
- The number it came from
- The number that was dialed
- The extension it should have rung
Article SL-209