If the vehicle is going from a Sync 3 Lite to a Sync 3, the Genie may not be the issue in regards to phone issues.
Always ask if normal Bluetooth works ok if they are specifically saying android auto is not working on phone calls. If Bluetooth is working then it would not be a genie issue.
If an iPhone works fine, but an Android has a phone call issue, it's likely a setting that needs to be adjusted.
The fix for this issue is to set the ringtone option in android auto setting in the sync 3 system to use phone ringtone.
Please view this video, it is not made by us, but should solve the issue.