Recently installed several new OBi302 ATA to connect a few fax machines. When faxing to a RingCentral Digital Line the fax rings the person's Deskphone/Desktop App/Mobile App for several rings before the fax goes through. We have a handful of the same devices that are configured the same way in RingCentral that bypasses the ringing the users apps and goes directly to fax. Is there a setting on the OBi302 ATA that controls this?
@Susan Pieroni you may contact Technical Support Team to have this settings corrected.
Create a case here.
What is the setting? I am struggling with technical support at the moment. They are telling me there is no such setting. I find this hard to believe since I have several that worked correctly right out of the box. These were all purchased and provisioned by RingCentral.
The way I got around this was by logging into the admin portal. Under users with extensions, I selected the OBi302 device, then go down to call forwarding and voicemails, under that dropdown is the incoming call ring group. Mine had the desktop/mobile app set to ring a few times, so I just changed it to 0 rings/0 secs and it stopped it from occurring anymore
Hi Matthew,
Thank you for taking the time to respond. Currently the Desktop & Mobile app are disabled and the fax telephone number is set to 15 Rings.
Anything else you can think of please let me know
The only thing I can think of currently is to also verify that settings is the same on the actual desktop app as well. I've had a few issues from time to time where I had the desktop/mobile app disabled on my admin portal, but it was still ringing to the desktop app on the user's desktop. When I went desktop and look into the app's settings for call handling somehow the desktop app was set to ring (some weird syncing issue I chalked it up to) so I had to disable it in there as well.
Please check the Number Type of the phone assigned to the extension.
On the Admin portal, go to Phone System > Phone Numbers > All Numbers > View the Number and make sure it is set to Voice and Fax.
This is very helpful! Please try this @Susan Pieroni.
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