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mark-braaksma10874 asked ·

Caller ID not working on mobile device

I have RC Glip downloaded to my phone, but when I receive a phone call through Glip it is not recognizing the contacts saved in Glip; it only displays the phone number.

This is on an iPhone 8 Plus. My coworkers have the same phone and same app, and their phones display the name of the caller. Also, on their phones it shows "RC Glip Audio" under the recent calls where mine does not.

I have tried downloading the RingCentral app itself with no change. I have also navigated through the settings (in the Glip App) to Phone|Extension Settings|Call Handling & Forwarding|Advanced|Incoming Call Information; the "Incoming number displayed to me:" is currently selected as "Caller ID".

As a last resort I deleted and re-downloaded the RC Glip App. The issue remains unresolved.
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saadetswift16514 answered ·
Hey Mark,

I'm not sure what's going on here :( I would suggest opening a case so we can take a closer look and investigate


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mark-braaksma10874 answered ·
Ok, so I figured this out. The difference between me and my coworker is that I have a desk phone. Because of this I have my RC call handling set to inactive for my desktop & mobile apps; then I have it set to ring my desk phone before forwarding to my mobile number. Because of this, RC is never reaching my phone through the mobile app.

As far as I can tell, there is no way to separate the desktop and mobile apps on the call handling. I have zero use/desire to use the desktop app. 
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saadetswift16514 answered ·
Oh I see. If you toggle on the Desktop/Mobile App section under Call Handling & Forwarding, it will only ring whichever you are logged into. For instance, if you never use the desktop app, it won't ring it because you are not logged in - but it will ring your Mobile App as long as you are logged in. This setting is different than simply forwarding to your cell phone number - which is why Caller ID isn't showing up the way you are expecting

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mark-braaksma10874 answered ·
Excellent. Is there a way to get RC to ring my deskphone for 2-4 rings and then (sequentially) ring my mobile app for another 2 rings before forwarding to voicemail? That is the order I need to make my situation work. Thank you :) 

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mark-braaksma10874 answered ·
Second that request! The desktop app is completely unworkable for me; thus I need the desk phone. Thank you for your help!
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saadetswift16514 answered ·
Unfortunately, at this time you cannot rearrange the ring sequence of the mobile/desktop app. This is actually an active feature request.


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saadetswift16514 answered ·
Always happy to help, Mark. I'd still recommend flipping on the Mobile app toggle and log into the app so you can receive calls to it :) Like I mentioned, that setting only affects the desktop app if you're logged in
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