question

Dyan Twining avatar image
Dyan Twining asked Becky-Community_Manager commented

Touchtones to answer or decline incoming call randomly not recognized by RC

I am having a problem answering calls forwarded to my mobile phones. RC is not recognizing the touchtones - press 1 to accept, 2 to decline. It is not happening all the time, but most of the time. It doesn't seem to be happening to others in my company, but I receive the vast majority of calls. I even purchased a brand new mobile phone just in case the problem was with my previous phone.

mobile
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mary-community-moderator avatar image mary-community-moderator ♦♦ commented ·

There may be issues with the settings. Please submit a ticket with Tech Support to check the problem.

https://support.ringcentral.com/new-case.html

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Dyan Twining avatar image Dyan Twining commented ·

Thank you. I have done that.

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Dyan Twining avatar image Dyan Twining commented ·

I am still having the same issue.


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Dyan Twining avatar image Dyan Twining commented ·

I have tried several times to get this resolved. It is happening to many users in my company. We are unable to do business and answer calls from customers.


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Dyan Twining avatar image Dyan Twining commented ·

After more than a week, I have been escalated to tier 2.

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Dyan Twining avatar image Dyan Twining commented ·

No, that is not the case. I'm having the issues with headphones, without headphones, new phone, old phone, all phones.


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