Cell phone calls dropped when getting a call on RC app

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Starting yesterday my users will have their cell phone call dropped if they get a call through the RC app.  I opened a case with them, but I can't imagine this is isolated just to my users.  My current case number is 09661024.  I know one user has an iPhone, not sure about the other.  If the user is on an RC call and a call comes into the cell phone, the call isn't dropped.  If she is on an RC call and another call comes in, she says the first RC call is dropped, but the tech support guy said the call wasn't. I believe the system just didn't think the call was dropped.
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James Jancel

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Posted 1 month ago

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Eileen Fingerhut

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I am having the same issue on my iphone.
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James Jancel

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Looks to be related to ios 13.1.3.
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Sebastian Corriere

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While the cause of the RingCentral application making the active cell phone calls drop could be related to ios 13.1.3, it most certainly is not ios 13.1.3 as the reason for the calls dropping.  When i remove the RingCentral (R) app from my iphone my calls no longer drop while receiving another call to my RC number (which rings my desk phone, application, and overflows to my celluar by design).  When the RC app is present my calls drop, my conference calls, everything drops.  When i delete the app from my phone i place the same exact same test calls and my calls dont drop.  This is definitely a RingCentral application problem.  My case # is 09685756

This is a major problem and need this fixed immediately!!!
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James Jancel

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I'm on 13.1.2 and haven't experienced the issue.
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Sebastian Corriere

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James, your app configuration (settings of how your calls reach your cell phone in this case) might not be the same as mine.  I believe it's specifically how we are using the app.  A specific use case/scenario.
(Edited)
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Ric W

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I have 13.2 and it is doing it to me as well. Sebastian, it is a ring central issue.
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Ric W

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After I uninstalled and reinstalled the application (keeping only the one with the big R, see below) it works fine. Thanks for the fix!
(Edited)
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Sebastian Corriere

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That doesn't solve it for me.  I only have the "R" app and the Meetings app.  
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Jessica - Community Moderator, Official Rep

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Are you on iOS 13.2?
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Ric W

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Sebastian delete both of them and only download the R app. The meetings app is not needed, you can do everything from that one application.
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Ashley Campbell

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When I originally started having this problem I had the RingCentral (R) app, RC Phone app, and RingCentral Meetings app. I deleted the RC Phone app and that solved my problem - for a while. Last week my calls started getting dropped again w/ incoming RingCentral calls. I am now going to try deleting the Meetings app to see if that changes anything. 

I am working off of an iPhone and am running iOS 13.2.3. 

UPDATE: after removing the Meetings app my calls are still getting dropped when I have an incoming RC call and am currently on an RC call. I will submit a ticket for this to see if there's another way to handle. But in the meantime I will probably set the app to forward directly to my cell phone rather than trying to take the call on RC. It's inconvenient because that means I can't transfer calls, but at least the caller will be able to get through. 
(Edited)
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Logicbroker

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I'm still having the same issue and I had removed the app/added it back. Does anyone have any other suggestions? 
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Becky - Community Support, Official Rep

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If you updated to iOS 13.2 and are still experiencing a problem, please create a support case. 
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Logicbroker

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Upgrading right now from 13.1.2 to 13.2.2, will remove and then add the app back in. Fingers crossed. Thank you!
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Becky - Community Support, Official Rep

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Fingers crossed over here too!
Let us know how it goes!
This reply was created from a merged topic originally titled Active call being dropped when Ring Central call comes in.

If I am on a personal call and a call comes in through Ring Central, my calls are getting dropped. an yone having this issue? Is there a fix?