Answering a call on the soft phone app creates "missed" call on desk phone

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When I answer a call on the soft phone app, it shows up as a missed call on my desk phone. Why does the phone not get notified that the call was answered?
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lucienj64

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Posted 4 months ago

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Dan Davis

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Because your softphone and your physical phone are two different systems. 
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Jan Ferguson, Channel Partner, Champion

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I respectfully disagree. A "system" is a set of connected things or parts forming a complex whole. The softphone and physical phone are two separate devices, which SHOULD work as parts of a complex whole, namely the Ringcentral "system".
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lucienj64

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I'll second the disagreement: when I answer the call on the app, the desk phone stops ringing. Additionally, if I listen to a message in the app and then delete it, it is deleted from the phone as well. They clearly do work together in some cases; why not for this simple function? I concede that I could be missing some simple setting that would enable this coordination, so feel free to point me to a doc that explains how to set this up.
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Brandon, Champion

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I agree it would be nice and should be technically possible, but I believe it is just a limitation of the Polycom phone and there is probably no way to control this from RingCentral's side.  I could be wrong though..  

I replied to your other post on this same topic with a workaround that I have done that is to just disable the missed calls notification on the desk phone completely.  I like it that way personally.
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Saadet - Community Support, Official Rep

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Hey Eveyone,

I spoke with our Engineers about this.


Basically, the calls come from our servers but once they hit the phone, the phone itself registers if the call was answered or not. Our system also registers if the call was missed but the phone is not pulling the missed call info from us but from the phone itself
So, though the phone call is coming through our server, the physical phone is registering that it received a call. But because it was not picked up on the actual physical phone, it believes the call was missed. Furthermore, the reason why the messages will be marked as read by the desk phone when listened to on the softphone is because the messages are housed on our server - which is updated whenever any device accesses it. 
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lucienj64

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Well, that makes sense in a logical consistency sort of way, but it still leaves me with this mildly annoying situation in which my soft phone both *is* and *is not* my phone.

Thanks for tracking that down; I'll learn to live with it ;-)