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lauren-williams asked ·

"Transfer Now" Sending to Voicemail Instead of Ringing

I have one user that uses "transfer now" from the IOS RC app and it will not ring on the recipient's phone, only go to voicemail. Is this a setting for her user account? Nobody else is having this issue currently. This happens to every end user she tries to transfer to so I believe it is a setting in her account not the recipients. 
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saadetswift16514 answered ·
Hey Lauren,

Did you still need help? If so, could you walk me through the exact steps the user is taking? I wonder if she's missing something
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lauren-williams avatar image
lauren-williams answered ·
Good afternoon.

Thank you for the follow up! Upon testing with a few other employees we have determined that this is an issue with the "RingCentral" app for IOS. When your phone goes to sleep (like everyones does typically after about 30 seconds of inactivity) the app changes your status to invisible and sends all transfers directly to voicemail. Incoming calls ring through just fine, but transfers go direct to voicemail. This only happens when you do not have the app pulled up and live on your phone. 
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Hmmmm.....have you checked with Tech Support on this behavior? Because it seems like it's acting wonky to me
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I tried but it just went in circles. They're trying to relate it to an internet speed issue but it's not. It only happens when the app goes to sleep and I couldn't quite get anyone to understand that.
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Hey Lauren, based on the case notes, it looks like the Support agent was waiting for some information about your network setup so that they could make sure it has been optimized. I think that could be affecting how things work but it also seems like there's something else going on. Either in Settings or with the app. What needs to happen is that Support should gather the logs from your Users when this happens. You users can open a case directly from the app by tapping their profile picture, then Help, the Report Issue. 

Keep me posted! I can follow up on cases and make sure you're getting the help you need :)
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