Bluetooth on mobile app does not stay connected

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Why can RingCentral mobile not stay connected to Bluetooth devices?  I have used at least a couple of Bluetooth devices on a couple of different phones, and the connectivity to Bluetooth is always an issue.  When I am on calls, it bounces back and forth between the default headset (which is the actual cell phone) and my Bluetooth device.  I will be in the middle of a conversation and suddenly the audio drops from one device and picks up on the other; for example, I may lose the call on my headset and then plug in the Bluetooth to realize that it has transferred over to it. 

This is extremely frustrating. 
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Jason Spindler

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Posted 11 months ago

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Saadet - Community Support, Official Rep

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Hey Jason,

Sorry for the frustration. I know our Product Team is working on Bluetooth devices and the Mobile App. They would appreciate more information - please open a case 
  
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Hyder Mirza

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RingCentral app can't connect over Bluetooth to Bose Bluetooth speakers with mic integrated so one can't use it with speaker phone which is a problem
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Carl

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This reply was created from a merged topic originally titled My bluetooth headset will not connect with a RingCentral call on my mobile phone.....

When making or answering a call on my mobile phone, with my bluetooth headset connected, the sound remains on my cell phones earpiece or can be a speakerphone call.  I am not able to use the bluetooth device at all.
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Carl

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More details....what is actually happening is that when the RingCentral mobile app disconnects from my bluetooth headset, to reconnect I have to go into my android settings, unpair the headset and then pair the headset again. The app will disconnect my headset when I am on a RC call and another calls comes in on my cell phone app. This is a tremendous hassle and my clients wonder where I have gone. The RC mobile must be able to maintain bluetooth connectivity continuously during a call. It would also be a help if the app actually properly communicated to my headset. I am not able to properly answer or end calls from the headset buttons and the vibration feature of the headset does not work either. HELP!!!
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Saadet - Community Support, Official Rep

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Hey Carl,

Please open a case so we can investigate.

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Martin Cox

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If it helps at all, I just got a Plantronics Voyager 6200 and I have this issue with my Samsung S9+. Very frustrating since I bought it specifically to work with RingCentral.

Using the same phone, I do not have this issue with any of my other bluetooth headsets or in my cars and RingCentral.
Harman Kardon BT
LG HBS850
BLU Logic 1311
Alpine UTE-73UT
Plantronics C720
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Martin Cox

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Done
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Hyder Mirza

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Saadet, just some friendly advice: what would have been even better is if YOU opened the case for Martin (assuming you are with RingCentral support) and shared this information with your product team proactively, since you already have it. Making a customer (who’s already facing an issue) do extra work to report facts doesn’t quite seem like exemplary support. :-).
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Saadet - Community Support, Official Rep

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Hi Hyder,

Thank you for your feedback. Unless a customer is unable to open the case on their own, due to some technical difficulties, we highly encourage them to create the case themselves for many reasons. For instance, they can provide their preferred contact information, details about the issue that we may not have access to, and things such as debug logs. Furthermore, some customers have multiple accounts and we don't know which account they are having the issue with.
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Martin Cox

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As someone that runs their own support team, I have to side with Saadet on this. Our reason is that when confronted clearly with a bug, we really shouldn't complain about it on forums when there's a perfectly good support team that's there for that very reason. And by not cutting and pasting every issue over into the main ticketing system helps train us users to go to the right place for the right discussion.
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Thomas Rice

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Martin...did you ever get a resolution to this problem with your S9+?
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Thomas Rice

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So where do I get an answer to Carl & Martin's problem?  I'm having the same issue with a Samsung S9+.  Not complaining by the way, just asking. Maybe the support team has a resolution now?
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Saadet - Community Support, Official Rep

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Hey Thomas, I would suggest opening a case so we can gather more details
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Martin Cox

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I think I resolved this myself but also changed how I kind of do things. I'll try to test this week to see if this is fixed by making changes to how the devices connect.

It's been a while but I felt the issue was that because the headset was connected to both my notebook and my phone, this was causing the disconnect. That I began to suspect my notebook would demand attention causing the headset to drop the connection to the phone mid-call.

I think it was because I didn't want to use the Bluetooth dongle (BT600) in my notebook and just be Bluetooth to the notebook itself as well as the phone. And I might not have been using the Plantronics Hub software on the phone either.

Apologies for not coming back here to document my troubles. It was more or less that I changed a bunch of things and some time later I realized the problem seemed to have gone away because of those changes. But I'll see if I can actually verify my statements within the coming week.