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tariana-fernandez3625 asked ·

Call Forwarding: Why Mobile App does not get incoming calls when the user's computer is not logged in?

We have recently realized of several missed calls due to Call Forwarding Feature on Ring Central not forwarding calls to the Mobile App of the Cell phone assigned to the extensions when the  computers assigned to those extensions are logged off, for instance: after hours, the employee enables his/her mobile app to accept the calls and shuts down the pc, when this happens if there are incoming calls to any other member of the group and that employee does not answer the phone, you would expect for Ring Central to forward the call to next employee in the call forwarding list, but if this employee pc is offline the call does not get forwarded to the cell phone using the Mobile app.
We realized that the employee only gets the phone calls when the pc is offline if the employee direct ring Central number is dialed or if the call forward is directed to the employee direct cell phone number (not ring central extension but carrier's cell phone number).
Please correct me if we are wrong but this seems to be a glitch in the system that needs to be corrected.


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mike answered ·
Hi  Tariana Fernandez

This would be purely coincidental. It doesn't matter if the PC is logged on or off.  There would be something in the call handling & forwarding rules that needs to be checked and/or a setting on the mobile app itself.  

We can help toubleshoot this but need to know the user details, forwarding rules etc.  We made this a private conversation if you would like to post those details here, or if you wish you are welcome to contact live support and have them assist also. 

Mike 
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