MiCollab iPhone Not Ringing Unless The App Is Open

[Jon Farmer]

Hi

Since we have upgraded to version 8 the MiCollab client doesn't ring when the softphone is called unless the device is unlocked and the app is foregrounded. This makes it virtually useless for receiving calls. I have also noticed it is also not receiving chat messages.

Prior to the upgrade this was working phone if the device was locked or background. Any ideas anyone?

 

[kwbMitel]

Did you upgrade the phone iOS and download the new MiCollab APP?

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What's most important is that you realise ... There is no spoon.

 

[Jon Farmer]

I'm on iOS 11.2 and MiCollab Client 8.0114

 

[tomjr87]

This is fixed in the latest release as kwbMitel suggests, but there is also some configuration that needs completing too!

iOS apps are not blocked from internet access when they are in the background or the phone is locked, in order to save on battery and data. The way they work now is the phone gets a notification from the app and this opens up access to the internet. The way this works in the case of the micollab client apps is....the micollab server contacts the iOS push notification system and requests a popup for the phone in question, apple then make this happen (somehow) and once the notification appears on the iOS device the phone will start ringing as it has internet access again.

Require works...
All iOS devices have to connect to an MBG and not directly to the micollab server
The MBG (used as teleworker) must have a valid FQDN and a certificate securing it, as well as the micollab FQDN
You will need 443 TCP open also but for the client to work you need this anyway so its kind of a given that you'll have this open if the app is working at all.

You will notice that because of the way the iOS setup works it will take slightly longer for an iOS device to ring when locked that an Android one does.

Hope this helps

 

[Jon Farmer]

Hi

Thanks for the reply. I am pretty clued up on mobile apps as I do some development myself. I am leaning to the fact the MBG which does have a FQDN is using a invalid SSL cert at the moment.

I will correct this before going any further.

 

[SXWizard]

Using the Mitel provided Let's Encrypt option for the SSL cert is quick and easy.

 

[nytalkin]

be sure port 443 is open

I suppose you're entitled to your opinion, I'm just not going to suppose very hard.

 

[Jon Farmer]

Hi

I forgot I had already enabled the Let's Encrypt option on the MBG so that's not the issue.

We have out kit hosted by Mitel themselves in the UK so I will pick it up with them.