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kevin-bristol asked ·

iPhone App Question

This is how we currently have our setup. Our main line directs to a group. The group has four users and each user has it setup so the incoming call forwards to their cell phones. I have one user (me) setup with the iPhone app and have my settings so that it attempts my app and not my cell phone. I never get the incoming calls on the app but the other three continue to get incoming calls to the main line. I've tried using the main line number/logon with the app and still nothing.

I am missing something? The app should be able to take incoming calls correct? So far mine is not and I do not know why.
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Dustin Showers avatar image
Dustin Showers answered ·
Call Handling & Forwarding -> Softphone & Smartphone

i would assume you've created "virtual users" and forwarded each user to a cell phone?  
then you could use a call queue as your main line, and add those 4 virtual extensions to the call queue.
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kevin-bristol answered ·
I'm setup as a user with a number in the system. My Softphone/Smartphone is on. I've tested everything from 0 rings to 10 rings for the forwarding and still nothing.

While I'm fairly familiar with the system, not sure what you mean by a virtual user. As I noted, our setup is set so you dial the main number. That number then forwards to an extension which is actually a group. The group has four users (I am in that group) and the group is set to simultaneously ring all four users. Then on the user accounts under Call Handling & Forwarding each user has their cell phone setup so calls ring their cell phones. If I turn off my cell phone and set the Softphone/Smartphone to on, the app on my phone never rings. I've logged onto the app with my direct number in the system, the main number with my extension, and then the main number by itself and the app never takes an incoming call. I can outbound till the cows come home just no joy on the inbound.

I may try this one of the other users just to make sure it's not me but that won't happen until tomorrow. Still open to any suggestions on what to try before that and before I drop a call to support.
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kevin-bristol answered ·
Adding this - would it make any difference that the number that is assigned to me in the system is tied to the Softphone app that is installed on my laptop?
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Dustin Showers answered ·
I have the pc softphone running, as well as the mobile softphone simultaneous with no hiccups, when you login to the mobile you're using your direct extension right?  i'm pretty certain theres an order, unless you choose "simultaneously ring".  

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kevin-bristol answered ·
I am "virtual" since I have no physical device assigned to my account. One thing I did realize is that email account is the mail email for the company setup as well as my individual setup. I'm wondering if that would have any impact. I am going to change this later and see what happens.
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kevin-bristol answered ·
Forgot to add that I've logged onto the app with the main number and my internal extension as well as my direct number in the system.
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Dustin Showers answered ·
...virtual extensions, i just mean a "user" without a physical device assigned to it.

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kevin-bristol answered ·

Got it figured out. The admin account extension was my extension. I had to make that it's own account, set myself up with a different extension and then transfer the internal phone number to myself. Once that was done app works like a charm. So far the testing has been good. Like the fact that the app can be in the background and the phone at the blank screen and it will ring to let you know there is a call. Now to tweak the settings to make sure it rings as long as possible before heading to VM.

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Dustin Showers answered ·
I use my email address for every single user and group activation I don't need or want my users accessing the interface for anything...
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