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Stephanie Leman avatar image
Stephanie Leman asked ·

Calls to cell phone # interrupt the connected call on Mobile App.

We can be chatting away to a customer, when a new call comes in. It puts the call we were on, on hold while giving the option to accept or decline the new call.Aren't all calls supposed to go to voicemail??? This is a pain, we are coming across as RUDE.
voicemailnew calls interrupt
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For what it's worth, Chuck, there are 2 inherent problems with this issue and RC's handling of it:   1st) If a particular service (ie. RC) does not function adequately on a particular device (iOS) the service provider (RC) should make that fact known up front BEFORE a customer subscribes to the service, not AFTER.  That's just shady business.  2nd) This is NOT the first problem we've had with RC service, and the 3 tickets I submitted nearly 6 months ago have STILL not been answered or acknowledged.  When I CALL I sit on hold for HOURS. And when I have questions about charges on our bill, I hear crickets.  So... for what it's worth we have had a TERRIBLE experience with RC and we are switching providers.  So, Chuck, riddle me this:  If you had your own business and you and your staff all had iPhones, and every call with a customer was dropped when a personal call came in, would you tell all of your staff they had to ditch their iPhones and go buy Android phones?  Ya, no.  Thanks. Ba-bye.
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I was frustrated with the same issue, but I found a very simple solution. Forward your iOS cell phone calls to your RC number. Call forwarding differs by carrier I believe , but a simple search will find the code. The calls go straight through to the app and you get the ability to transfer calls, etc. No more interrupted calls and all the features of RC on my cell line. I kicked myself of not thinking of this solution sooner. One other note. You could incur wireless charges for the call while it is forwarded through there system so buyer beware if you don't have unlimited minutes.

RC rep is correct. iOS always gives priority to iOS app calls over 3rd party apps.
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This is something that is built into the phone's themselves. I don't think Ringcentral is able to control how phone manufacturers treat incoming calls vs. App calls.

We do know that Apple doesn't have any options that stops incoming phone calls from putting App calls on hold. 

How the Samsung Galaxy handles this situation is up to what settings, functions or features are built into the Galaxy by Samsung.
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I really doesn't matter what RC does to their App. The phone's OS will do what the phone's OS was designed to do. RC cannot alter how the phone's OS handles this situation.
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Google Voice, which we came to Ring Cetnral from, had absolutely no problem handling on an iPhone not interrupting a current call with another inbound call regardless of where it was on the personal line or ringcentral line.  Therefore I know for a fact it is not a technology limitation.  It didn't matter if I was on the Google app or native iphone...incoming calls NEVER interrupted current calls without the option of whether or not to answer.  I am bewildered at why such a simple solution ahs not been implemented.  While I understand an ideal answer would be nice, if Ringcentral's app mimic'ed Google Voice and simply gave you the option to answer or ignore when in their app, it would be leaps and bounds of progress.  It is ridiculous that you would cut off any phone call because of priority without warning.  Try that in real life and see how it works out for you.  :-)  Seriously, this is a simple solution.  Add the ability to answer or ignore regardless of source and it will be huge progress.  iPhone users will appreciate it.

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ted144 avatar image
ted144 answered ·

Hello.  

Chuck and Kim are correct that the behavior is controlled by the native operating system.  As the OS takes over control of the app running in the foreground, it will also take control over the audio stream.  It will only release the audio stream once the native (cellular) incoming interruption has completed its task.

Apple does not provide VoIP app developers with APIs to be able to control and prevent native interruptions.  Starting with iOS 8, Apple has started to introduce some functionality specific for VoIP apps, but unfortunately still no capabilities to prevent native interruptions.  Were hoping this is a sign that Apple will one day provide APIs to allow VoIP apps to have full control in a future iOS release.

In the interim, heres some options to continue to use your RingCentral number for calling (inbound and outbound) and not have to give out your personal cellular number.  Your inbound and outbound calls will be cellular calls, not VoIP, so if you receive an incoming native call to your personal cellular then iOS will give you control to handle the call as youd like.

Inbound Calling Setup:

1) Setup a call forwarding rule to your personal cellular number.  You can do this in the Call Handling & Forwarding setting in the RingCentral mobile app by going to Settings->Extension Settings->Call Handling & Forwarding 

   Or from the service.ringcentral.com website by going to Settings-> ->Call Handling & Forwarding

2)   To make it easy to identify this is a business call to your RingCentral number you can do the following.

From the RingCentral mobile app go to Settings->Extension Settings->Call Handling & Forwarding->Incoming Call Information

Or from service.ringcentral.com go to Settings-> ->Call Handling & Forwarding->Incoming Call Information

   a) Add a prefix to the beginning (or end) to the incoming caller ID. 

   b) If you want, you can control it so it only displays the prefix on non-RingCentral phones, like your mobile device.

Outbound Call Setup:  Use our RingOut functionality, by turning off VoIP Calling in Settings in the RingCentral mobile app. When you place a phone call from the app, it will place the call as a cellular phone call, but will continue to show your RingCentral phone number as the Caller ID (not your personal cellphone number).

P.S.  Google Voice forwards inbounds calls over the cellular network and places outbound calls as cellular calls.  The Google Voice app does not place VoIP calls.  Since they are cellular calls this is why incoming native cellular calls

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Benjamin Nwosu avatar image
Benjamin Nwosu answered ·
I found a way to temporarily stop this interruption for those using iPhone. Go to setting, then go to Do Not Disturb and turn on the manual button or you can schedule a time you do not want to receive native calls. If you do this there will not be any interruption with your app or VoIP calls when there is an incoming native call. Remember to go back and turn off Do Not Disturb when you are done with app or VoIP calls or else you will not be able to receive any incoming native calls. Repeat this whenever you want to make app or VoIP calls with your iPhone. I hope this helps. Good luck. Ben
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ronda-tappan1531 avatar image
ronda-tappan1531 answered ·
If you turn off VOIP calling and turn off call waiting on you mobile device, your calls will NOT be interrupted.  For instructions:   http://www.tappansolutions.com/ringcentral-call-interruptions-mobile/#more-538  Not for everyone... but a simple work around.
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ronda-tappan1531 answered ·
This reply was created from a merged topic originally titled Turn off call waiting on iPhone to stop interruptions on the RC App. If you are using your iPhone regularly rather than the softphone on your PC/Mac, you may want to turn two features off to avoid call interruptions from people calling you on your mobile device.  You need to ensure inbound and outbound calls will be cellular calls, not VoIP. 

On the iPhone disable call waiting.  This will send all callers to voicemail if your cell line is active.
  • Go to Setting
  • Phone
  • Call Waiting
  • Disable Call Waiting

Turn off VoIP in the RincCentral App

  • Launch the RingCentral App
  • Click on the your profile picture, or the icon
    to the left of your name to go into your profile
  • Turn off VoIP Calling

By turning off VoIP, you are forcing the RingCentral  calls to go out on the cellular network.  So you are using your cell phone to make the call.  The callers only see your  RingCentral Caller ID.  RingCentral logs the calls as normally.

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The work around does not work for me because the whole reason I got RingCentral is for VOIP. My cell services is not as reliable or as clear as my VOIP. Help!!!For people who do not want to be tethered to a desk this is very important!!
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Hi Michael - When I wanted to use VoIP exclusively, without worrying about incoming calls working, I simply forwarded my cell phone to the RC number. As far as I can tell, that is the only way to avoid this issue, and actually use VoIP. Unfortunately, this isn't a problem that RC will ever be able to fix on iPhone because Apple sandboxes applications, and the application "Phone" always take precedent over any other app. I think on certain Android installations you might be able to change the default app for dialling out, but the incoming call issue is the same as Apple. That is why call forwarding your incoming calls is the only way to avoid incoming calls.
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victor-paolo-lopera avatar image
victor-paolo-lopera answered ·
This reply was created from a merged topic originally titled Mobile App: call waiting ios (iPhone).
  1. Account type  - US
  2. A brief description of the business - n/a
  3. A high level description of the product or feature being requested - call waiting for IOS mobile apps
  4. A typical use case scenario explaining how your business would use the feature - n/a
  5. Benefit of such feature - Feature will allow customer to receive calls from Ringcentral even if his iphone is currently engaged in a call
  6. Include any related case number if applicable - n/a
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michael-antonio2037 avatar image
michael-antonio2037 answered ·
This reply was created from a merged topic originally titled Create a setting in RC app so native mobile phoen calls do not cut off your RC ap.... Call to mobile numbers on iPhone interrupt and disconnect RC app phone calls. Its very disrupting, there needs to be a setting where I can choose that I want my native mobile calls to go to voicemail if I am on a call on RC app and do not want to be disconnected by my native mobile calls.
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Chuck Fuscone avatar image
Chuck Fuscone answered ·
Hey Guys, I have talked to RC Engineering on this one a while back and the fact of the matter is that Apple will NOT let any other service or app get in the way of a call coming directly to their phone.  The call to the cell directly always gets priority.

On the Android platform (Just so you know, it does not work that way and you get the choice to answer or ignore the call.  I am not sure if anything has changed but knowing Apple  this is how it is.

The only thing I could think of is either forward your cell phone to to RC so all the calls come in that way.  (not ideal for most people but may work)

You should do your home work before switching because unless RC is not being truthful, others will have the same issue.  Since, it works on the Android platform I would say it is a Apple limitation.

Do you own testing.

My 2 Cents

Chuck
Certified RC Installer
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zwilling2363 avatar image
zwilling2363 answered ·
How do you do it on an Android? 
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Zwilling,

Depending on which Android phone you have and which operating system version it is using, it does not have the same issue as Apple does. On my Android phone (Droid Turbo) using the most up-to-date OS (v5.1) it rings separate of the RingCentral application. It gives me a small pop-up at the top of the screen giving me the option to "Dismiss the call" (and send it to voicemail) or to "Answer the call" (and put the current call on HOLD).



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amy-gartman3106 answered ·
This reply was created from a merged topic originally titled Turning off automatic hold when incoming cell phone call. This idea is coming from a US based insurance financial company. Ringcentral has a phone app where we can make and receive work calls through the app. However, if we get an incoming call to our cell phone it will automatically put the Ringcentral call on hold (with no warning) so that we can answer the actual cell phone call. It would be great if we were able to turn this feature off, or at least have the option to answer it or not. This would be extremely helpful because then we wouldn't need to worry about work calls being put on hold in the middle of a potentially important conversation. 

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Amy,

You don't indicate whether you, or others in your office, are using iPhones or Android phones.

If your users are using Android phones and depending on which Android phone you have and which operating system version it is using, it does not have the same issue as Apple does. On my Android phone (Droid Turbo) using the most up-to-date OS (v5.1) it rings separate of the RingCentral application. It gives me a small pop-up at the top of the screen giving me the option to "Dismiss the call" (and send it to voicemail) or to "Answer the call" (and put the current call on HOLD).


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shurhold3228 answered ·
YES, IOS10 fixes this.  Please update your app ASAP!
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