question

Tim Davis avatar image
Tim Davis asked ·

Call Forwarding/Call Handling not going to mobile app

We have set a users extension up to simultaneously ring another users extension so it can be answered if the user is unavailable. We have found that doing this through call handling will only ring the desk phone of the user that it is being forwarded to and not the desktop or mobile app. Support says that is the expected behavior which makes no sense to me.. If the desk phone can ring, why is the mobile app and desktop app not ringing. Does anyone know a workaround for this other than using IVR and call queues?

call forwardingcall handling
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If support team is saying that then it must be the expected things they have implemented.

You can write your issue with the features you have at community.support@ringcentral.com

After discussion if you think this is still missing, you can further share this as new feature idea here: https://ideas.ringcentral.com/

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jenn-community-moderator avatar image
jenn-community-moderator answered ·

Hello @Tim Davis, it would be better to add the user into a CALL QUEUE rather than a call group under user extension to receive it through their mobile app. Thank you!

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katherine-mayo avatar image
katherine-mayo answered ·

@Tim Davis were you able to figure this out. As we are in the same boat, we have an ext.Direct # that we use for an oncall # and the forwarding ext/Direct # changes all the time, but staff are remote, so they are using the Deskop/Mobile app as their phone. And in the call handling, the desktop/Mobile app is the first destination of the call.


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Hi @katherine-mayo, Jenn's suggestion is the work-around for this.

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