topic Re: Webex app notifications don't come in on iPhone in Webex Calling

Webex app notifications don't come in on iPhone

Jagl-itvendors — Mon, 01 Apr 2024 20:40:11 GMT

Hello,

I have a user who's webex iphone app, that is downloaded through Intune, doesn't push out any sort of notifications. The app only shows notifications when the user has the app actively open. I.e. the user won't see phone call go through on his iPhone but it will be ringing on his desktop, even if the app on the iPhone is running in the background. Unless the app is directly open on screen, user will not see phone call notifications come through. The user will see the missed call in the Call log on the phone after it has finished ringing on the desktop.

I have checked in-app notifications and Iphone's app settings for Webex, and both are in order and have full notifications enabled. I have also tried uninstalling the app and re-installing the app from intune. No luck, user gets in the app, logs in and app doesn't notify of incoming calls. We have SSO setup.

Please help, as I do not know how to remediate this and its a pretty big problem, rendering his iPhone useless to use for Webex.

Re: Webex app notifications don't come in on iPhone

Shanev300z — Fri, 05 Apr 2024 12:22:04 GMT

I am also experiencing this same issue. Intune is not the variable as we are using a different MDM for Iphones. After the desk phone stops ringing user will get a missed call notification on their iphone and when they click on the notification and sign in webex will open and will start ringing in an incoming call like the person ( missed call number) is calling them but is actually not! If the user is quick enough to hit the answer button it gets a spinning wheel and returns to webex home screen giving the appearance that the call was dropped.

This is a huge problem that seems to be applicable to IOS devices only as i also have an android device im doing testing side by side that just works! APN are configured correctly and background refresh is enabled for webex.

Re: Webex app notifications don't come in on iPhone

askparth — Wed, 07 May 2025 18:22:37 GMT

We have this issue too and from our troubleshooting, this issue started occurring around 2020 when we had Jabber in our environment.

We opened multiple TAC cases for this issue but this issue does not resolve.
Cisco SR 698921948 - Incoming Call notification not working on webex iPhone iOS resulting in missed calls
693002247 - Calls to Jabber iOS does not ring and also rings once and goes to missed call
692441667 - Jabber on mobile does not ring on IOS device when Jabber app is On but put in background
690408587 - Jabber chat notifications not displayed in iPhone & ios devices
SR 694343307 Webex for Intune doesn't ring on iOS devices when PIN is required by app protection policy

Seems like this issue is present since iOS version 18.2

discussions.apple.com /thread/255921706

discussions.apple.com /thread/255794987

We are just in a loop to collect logs and hear backend team is working to resolve.
Today, Apr 22, 2025,
we have Webex desktop client Version: 45.4.1.32313.
Webex iOS client - Version 45.4.0

CUCM System version: 12.5.1.15900-66
Cisco IM&P System Version: 12.5.1.15900-5
We are still waiting for resolution.

These are the symptoms:
- No error messages from the Webex app when running in the background
- Notifications do not appear if the application is in the background or the phone is locked
- No difference in behavior between WiFi and cellular networks
- Notifications fail when both WiFi and cellular are enabled
- Push notification service appears enabled in GUI but not visible in CLI
- Logs show no push notification requests sent by the device
- Issue persists after updating APNS certificates and restarting services