iPhone puts RingCentral call on Hold when there's an incoming call to my phone

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  • Updated 4 years ago
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Merged

This conversation has been merged. Please reference the main conversation: Calls to cell phone # interrupt the connected call on Mobile App.

Feature request: When I'm on a Ring Central call through the Ring Central app on my phone, whenever a call comes in to my phone, the Ring Central call is automatically put on Hold. Please add this new feature: give me the option to Accept or Ignore the newly incoming call, so that my clients aren't cut off in the middle of a sentence and music suddenly starts playing.
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Tina Chen

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Posted 5 years ago

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RC-Installer, Champion

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This is a limitation when using the Iphone.  On the Android platform this works perfectly by giving you the choice to put that call on hold or answer like any other call waiting should behave

But Apple will not let any thing get in the way of a call to one of their phones.  So this is not a feature of the Ring central app for IOS but a limitation that Apple is putting in place.

Chuck
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Tina Chen

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Good to know. Should things change, please post a comment here, so that we can be updated and stay current to Ring Central changes. Many thanks Chuck!
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Chad Williams

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is this a new issue? I've been using ringcentral for a few years now, always with an iphone, and have never had this issue.
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RC-Installer, Champion

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Hey Chad, in my experience this just happens with the Iphone.  In discussions with several RC techs, this is a limitation of the Iphon it self.  Apple will not allow anything to get in the way of a call directly to the Iphone so that is what happens.  

This does NOT happen on the android platform.

Chuck
Certified Ring Central Installer
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Mariela

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This reply was created from a merged topic originally titled How can I stop the smartphone mobile app from putting calls on hold when I'm alre....

I'm using your APP on my Iphone 5S. The problem is that when I'm talking to a customer using your app, if I receive a call on my personal Iphone (where the app is installed), the app puts the customer on hold immediately. This happens weather I answer my personal call or not. How can this be prevented?
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Brennan

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Same issue here. Major oversight as it makes the RingCentral mobile calling worthless if a mobile call immediately puts it on hold.
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Chad Williams

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Turn your VoIP calling off via your settings in the app- it turns off allowing multiple calls at one time and fixes the issue. Had to figure that one out on my own- isn't it funny how these companies would rather not mention a flaw in their programming, but prefer to blame it on Apple? My apple products are the only thing I have that work well.
I never had the issue described as an iphone issue when on Google Voice so I don't buy it.  If the Google Voice app never had an issue, why should Ring Centrals?  If it were truly an Apple issue, it should never have worked with Google Voice.  
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Claudio (Customer)

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Oh! so what you discovered is Google Voice running in a iPhone device and receiving an incoming call does not put the other call on hold?.
I was doing the test with my Google Voice account and it seems like the call is transferred into the mobile phone number...
(Edited)
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Ted, Product Manager

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Official Response
Hello.  Chuck and Claudio are correct that the behavior is controlled by the native operating system.  As the OS takes over control of the app running in the foreground, it will also take control over the audio stream.  It will only release the audio stream once the native (cellular) incoming interruption has completed its task.

Apple does not provide VoIP app developers with API’s to be able to control and prevent native interruptions.  Starting with iOS 8, Apple has started to introduce some functionality specific for VoIP apps, but unfortunately still no capabilities to prevent native interruptions.  We’re hoping this is a sign that Apple will one day provide API’s to allow VoIP apps to have full control in a future iOS release.

In the interim, here’s some options to continue to use your RingCentral number for calling (inbound and outbound) and not have to give out your personal cellular number.  Your inbound and outbound calls will be cellular calls, not VoIP, so if you receive an incoming native call to your personal cellular then iOS will give you control to handle the call as you’d like.

Inbound Calling Setup:

1)   Setup a call forwarding rule to your personal cellular number.  You can do this in the “Call Handling & Forwarding” setting in the RingCentral mobile app by going to Settings->Extension Settings->Call Handling & Forwarding

Or from the service.ringcentral.com website by going to Settings-> ->Call Handling & Forwarding

2)   To make it easy to identify this is a business call to your RingCentral number you can do the following.

From the RingCentral mobile app go to Settings->Extension Settings->Call Handling & Forwarding->Incoming Call Information

 Or from service.ringcentral.com go to Settings-> ->Call Handling & Forwarding->Incoming Call Information

a) Add a prefix to the beginning (or end) to the incoming caller ID. 

b) If you want, you can control it so it only displays the prefix on non-RingCentral phones, like your mobile device.


Outbound Call Setup:

Use our RingOut functionality, by turning off “VoIP Calling” in Settings in the RingCentral mobile app.

When you place a phone call from the app, it will place the call as a cellular phone call, but will continue to show your RingCentral phone number as the Caller ID (not your personal cellphone number).


P.S.  Google Voice forwards inbounds calls over the cellular network and places outbound calls as cellular calls.  The Google Voice app does not place VoIP calls.  Since they are cellular calls this is why incoming native cellular calls do not interrupt your Google Voice call.   Following the Inbound and Outbound setup as described above will do the same with your RingCentral calls.

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Claudio (Customer)

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Great explanation Ted, thanks!

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