question

rosrich-enterprises avatar image
rosrich-enterprises asked ·

Mobile App: call drops and I see red banner.

We have an Iphone 5s

I and my business associates are using the Iphone mobile app.

For some time we have been experiencing a sudden call loss in the middle of conversation.

A red banner then appears with a flashing ringcentral in white.

At this point in time I am unable to retrieve my call from this state.  Nor am I able to make a new call.  I have to LITERALLY turn off my phone and restart to clear this or If it sits the call tries to call me back it seems in about 5 minutes.  Usually no one is there any longer.

What we have realized is the Park button on the Iphone 5s is in a location where it can easily be bumped from a cheek bone which Parks the call.  This immediately locks me out of ringcentral phone call capabilities.

topic-default
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

kim avatar image
kim answered ·
There is a feature on the iPhone's for when you hold the phone up to your ear it should disable all the buttons, and for some reason it sounds like your iPhone isn't doing that.  I would suggest getting with Apple and see if they can troubleshoot why your iPhone is not disabling those buttons when you hold the phone up to your ear. 
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

bjsvec avatar image
bjsvec answered ·
The park button on the mobile app is also right next to the hangup button and others that could cause confusion.  I agree that you should check iPhone settings and make sure sensors aren't blocked by a cover or something.  Additionally, if you accidentally park a call it starts announcing to you where the call was parked like, "call parked on *801".  So, you could hang up and then dial the code to retrieve the call.

Now, I just read your post again and what you describe is not what happens when pressing the park button.   It is what happens if you press the physical home button on your iPhone.  In that case the call would not be dropped at all and if you need to return to call control you can just touch the red banner or double press your home button and select the RingCentral app.
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Customer Spaces