Pressing 1 won't work

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question

Stu Nelson asked · Mar 12, 2015 at 12:30 AM

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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Answer 1 · 2015-03-12T15:11:39Z

mike answered · Mar 12, 2015 at 03:11 PM

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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Answer 2 · 2015-03-12T15:29:52Z

Stu Nelson answered · Mar 12, 2015 at 03:29 PM

when I actually press 1 to accept the call.

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mike · Mar 12, 2015 at 03:46 PM

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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Stu Nelson · Mar 12, 2015 at 10:01 PM

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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mike · Mar 13, 2015 at 08:42 PM

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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Answer 3 · 2015-03-12T17:42:20Z

Eric Ross answered · Mar 12, 2015 at 05:42 PM

Hi Mike....I am dealing with a similar issue with two phones on Tmobile....an iPhone 6 and Sony Experia.

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mike · Mar 12, 2015 at 05:46 PM

H Eric, if you have not done so please Open a Case as well.

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Eric Ross · Mar 12, 2015 at 05:52 PM

In process now...thanks for the assistance

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mike · Mar 12, 2015 at 06:04 PM

You're welcome.

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Answer 4 · 2015-03-12T18:29:03Z

sharon1 answered · Mar 12, 2015 at 06:29 PM

I am having the same problem on my Samsung SGH-T999

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mike · Mar 12, 2015 at 09:00 PM

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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sharon1 · Mar 12, 2015 at 09:43 PM

Thank you, I have done that. I hope it is fixed soon, I can't answer any calls :(

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sharon1 · Mar 13, 2015 at 08:16 PM

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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Stu Nelson · Mar 13, 2015 at 08:28 PM

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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mike · Mar 13, 2015 at 08:43 PM

OK. Thanks for the update. I saw this after my previous post above.

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Answer 5 · 2015-03-16T19:22:18Z

mike answered · Mar 16, 2015 at 07:22 PM

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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Answer 6 · 2015-03-17T23:02:15Z

benedict answered · Mar 17, 2015 at 11:02 PM

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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Answer 7 · 2015-04-14T19:47:04Z

Stu Nelson answered · Apr 14, 2015 at 07:47 PM

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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