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DataPhone Softphone (Android) – Incoming Call Notification Issue

AI Doc Summarizer Doc Summary

Overview #

This document explains how to resolve an issue where the DataPhone Softphone application rings on an Android device, but the incoming call notification does not appear on the screen.

Symptoms #

Users may report one or more of the following:

  • The phone rings when an incoming call is received.
  • No incoming call screen (overlay) appears.
  • No floating bubble or notification is displayed.
  • The only way to answer the call is by manually opening the DataPhone Softphone application.
  • The issue only occurs on Android devices.

Example Customer Report #

“It rings but there is no other indication that there is a call. No overlay, no bubble. If I open the application I can see there is a call coming in.”

Cause #

Android requires applications to have permission to display content over other applications.

If the Display over other apps permission is disabled for the DataPhone Softphone app, the device will still receive the call, but Android will prevent the incoming call screen from appearing.

Resolution #

Enable the Display over other apps permission for the DataPhone Softphone application.

Step 1 #

Open the Settings application on the Android device.

Step 2 #

Navigate to:

Apps → Special app access → Display over other apps

Note: The exact menu names may vary slightly depending on the Android manufacturer (Samsung, Google Pixel, Motorola, OnePlus, etc.).

Step 3 #

Locate and open:

DataPhone Softphone

Step 4 #

Turn Display over other apps ON.

Step 5 #

Ask the user to place or receive a test call.

The incoming call screen should now appear normally, even when another application is open.

Expected Result #

After enabling the permission:

  • ✅ Incoming call screen appears immediately.
  • ✅ Users can answer or decline calls without opening the application.
  • ✅ Call overlay is displayed while using other apps.
  • ✅ Incoming call notifications function normally.

Verification #

Confirm the following with the customer:

CheckExpected Result
Device rings✅ Yes
Incoming call screen appears✅ Yes
Call can be answered without opening the app✅ Yes
Overlay displays over other applications✅ Yes

Applicable Devices #

  • Android phones
  • Android tablets (if supported)

Root Cause #

Android Permission

The Display over other apps permission was disabled for the DataPhone Softphone application.

Internal Notes #

This issue was confirmed by the customer after enabling the following permission:

Settings → Apps → Special app access → Display over other apps → DataPhone Softphone → ON

No application update or reinstallation was required.

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Moshe Rosenberg

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