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Stu Nelson avatar image
Stu Nelson asked ·

Pressing 1 won't work

When I get a call forwarded to my galaxy note 2 and I answer it the ringcentral system tells me my options...option 1 is to answer the call.  When I press 1 the system tells me it cannot hear me and I lose the chance to answer the call.
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mike avatar image
mike answered ·
Hi Stu... Is it not recognizing when you press the "1" , or is it your actual voice it can't hear or recognize? 
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Stu Nelson avatar image
Stu Nelson answered ·
when I actually press 1 to accept the call.

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Stu,  This is rare but I have seen a few cases where there's an issue with the quality of the DTMF tone and then it can't be recognized, which is what this sounds like. You'll want to  Open a Case  and let us know your phone model, carrier, numbers involved etc. 
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I opened a case...haven't heard anything.  Missed several calls today.  Since they were from main numbers of our customers companies I don't know who to call back. 
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Hi Stu,  I see this was posted almost 24 hours ago. If you haven't heard from anyone let me know the case number and I'll be happy to check the status. 

Mike 
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Eric Ross avatar image
Eric Ross answered ·
Hi Mike....I am dealing with a similar issue with two phones on Tmobile....an iPhone 6 and Sony Experia.


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H Eric, if you have not done so please  Open a Case  as well. 
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In process now...thanks for the assistance 
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You're welcome. 
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sharon1 avatar image
sharon1 answered ·
I am having the same problem on my Samsung SGH-T999

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Sharon please  Open a Case  also, and let them know the RC phone number, OS version of your phone, and carrier so they can gather the data and see if there's some commonality and fix this. 
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Thank you, I have done that.  I hope it is fixed soon, I can't answer any calls :(
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they sent me a response to my case and it had to do with the smart phone app settings.  This is not my problem, the cell phone rings fine, I just can't answer it.  Has anyone figured this out yet?
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They wrote me back and told me that It was a new feature request and that I would need to submit it through new features.  I wrote back this morning exactly what is happening in very specific detail so that It wouldn't be misunderstood...I haven't heard back.
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OK.  Thanks for the update. I saw this after my previous post above. 
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mike avatar image
mike answered ·
Sharon,  Thanks for the followup and sharing your resolution.  If anyone else is still having this problem, try to do as Sharon did. Check your phone to see if there are any available updates and also re-install the RC Mobile app, and make sure it's the default, and not Google Voice or another phone app. 

Mike 
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benedict answered ·
This reply was created from a merged topic originally titled Unresponsive press 1 to answer call on the Mobile App. Hi RingCentral Customers! I would like to share a resolution to an issue regarding unresponsive press 1 option to answer the call on the Mobile App.  My customer upgraded the software on her phone and used RingCentral as the dialer, instead of using Google Voice or other dialer. Thanks Sharon! 
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Stu Nelson avatar image
Stu Nelson answered ·
I was able to solve it by changing the setting in my ringcentral settings to not prompt me with 1 first before answering the call.  I just answer the call normally. 
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