Cell phone calls dropped when getting a call on RC app

  • 3
  • 7
  • Question
  • Updated 2 months ago
  • Answered
  • 3
  • 7
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.
Photo of James Jancel

James Jancel

  • 160 Points 100 badge 2x thumb

Posted 4 months ago

  • 3
  • 7
4 months ago
Photo of Eileen Fingerhut

Eileen Fingerhut

  • 80 Points 75 badge 2x thumb
I am having the same issue on my iphone.
4 months ago
Photo of James Jancel

James Jancel

  • 160 Points 100 badge 2x thumb
Looks to be related to ios 13.1.3.
4 months ago
Photo of Sebastian Corriere

Sebastian Corriere

  • 314 Points 250 badge 2x thumb
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!!!
4 months ago
Photo of James Jancel

James Jancel

  • 160 Points 100 badge 2x thumb
I'm on 13.1.2 and haven't experienced the issue.
4 months ago
Photo of Sebastian Corriere

Sebastian Corriere

  • 314 Points 250 badge 2x thumb
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)
4 months ago
Photo of Ric W

Ric W

  • 224 Points 100 badge 2x thumb
I have 13.2 and it is doing it to me as well. Sebastian, it is a ring central issue.
2019-11-05T17:44:11+00:00
Photo of Saadet

Saadet, Employee

  • 68,172 Points 50k badge 2x thumb
Hey Ric, please open a case with our Tech Support team so that they can look into it
2019-11-05T17:46:13+00:00
Photo of Ric W

Ric W

  • 224 Points 100 badge 2x thumb
I already did: Case #09709415.  Thank you
2019-11-07T19:08:28+00:00
Photo of Ric W

Ric W

  • 224 Points 100 badge 2x thumb
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)
2019-11-07T19:23:24+00:00
Photo of Sebastian Corriere

Sebastian Corriere

  • 202 Points 100 badge 2x thumb
That doesn't solve it for me.  I only have the "R" app and the Meetings app.  
2019-11-07T19:28:03+00:00
Photo of Jessica - Community Moderator

Jessica - Community Moderator, Official Rep

  • 9,618 Points 5k badge 2x thumb
Are you on iOS 13.2?
2019-11-07T19:55:33+00:00
Photo of Ric W

Ric W

  • 224 Points 100 badge 2x thumb
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.
2019-11-27T18:59:59+00:00
Photo of Ashley Campbell

Ashley Campbell

  • 64 Points
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)
4 months ago
Photo of Logicbroker

Logicbroker

  • 112 Points 100 badge 2x thumb
I'm still having the same issue and I had removed the app/added it back. Does anyone have any other suggestions? 
2019-11-12T20:57:24+00:00
Photo of Becky - Community Support

Becky - Community Support, Official Rep

  • 1,724 Points 1k badge 2x thumb
If you updated to iOS 13.2 and are still experiencing a problem, please create a support case. 
2019-11-12T22:44:56+00:00
Photo of Logicbroker

Logicbroker

  • 112 Points 100 badge 2x thumb
Upgrading right now from 13.1.2 to 13.2.2, will remove and then add the app back in. Fingers crossed. Thank you!
2019-11-12T22:46:37+00:00
Photo of Becky - Community Support

Becky - Community Support, Official Rep

  • 1,724 Points 1k badge 2x thumb
Fingers crossed over here too!
Let us know how it goes!
4 months ago
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?
3 months ago
Photo of Sebastian Corriere

Sebastian Corriere

  • 314 Points 250 badge 2x thumb
over a month ago I deleted the meetings app and only downloaded the Ring Central "R" app.  This did not solve my problem.  I was also on the latest IOS version.  I was dropping calls again yesterday.  If I have a call on the ring app and I receive another call, no problem, but if I have an active call on my cell phone directly, the incoming Ring call kills my active call and drops my incoming call as well and I no longer have either call.  Then I can't call back because they will try to call me again and kill my call again. very frustrating!!!!
3 months ago
Photo of Brad Hill

Brad Hill

  • 80 Points 75 badge 2x thumb
I am having this issue as well. I only have the RingCentral "R" app. When on a cellular call, the call will be dropped if an RC call comes through. Notably, I do not get any notification that an RC call is coming through. I only figure that out when I get a missed call notification. 

I will be installing iOS 13.3 to see if this makes a difference. 
3 months ago
Photo of Dan Lukes

Dan Lukes

  • 100 Points 100 badge 2x thumb
Having the same issue - deleted RC Phone to see if that will work
2 months ago
Photo of Phil Gustin

Phil Gustin

  • 100 Points 100 badge 2x thumb
Still happening on 13.3
2 months ago
Photo of Sebastian Corriere

Sebastian Corriere

  • 314 Points 250 badge 2x thumb
It’s happening to me too. I had to delete my RingCentral application. I’m about to ask for 3 months refund.
2 months ago
Photo of Jessica - Community Moderator

Jessica - Community Moderator, Official Rep

  • 12,404 Points 10k badge 2x thumb
If you're still experiencing this, please open a case with support: 


2019-12-31T15:53:48+00:00
Photo of Sebastian Corriere

Sebastian Corriere

  • 314 Points 250 badge 2x thumb
I already opened a case with support and no one has called me back.  I'm sure you are not suggesting I open another case?
2 months ago
Photo of Sebastian Corriere

Sebastian Corriere

  • 314 Points 250 badge 2x thumb
I've completed deleted the RingCentral app from my phone.  I no longer am having issues.  Happy New Year. 
2020-01-02T23:03:52+00:00
Photo of Sebastian Corriere

Sebastian Corriere

  • 314 Points 250 badge 2x thumb
I guess no one caught that I had to delete the RingCentral app for me to no longer have any issues. :/
2020-01-04T00:15:30+00:00
Photo of Sebastian Corriere

Sebastian Corriere

  • 314 Points 250 badge 2x thumb
I'm using an iPhone 8 Plus.  Is anyone else having the issue using the same device?
  • 3
  • 7

Powered by Get Satisfaction