Intercom causes mobile app to ring

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  • Updated 2 years ago
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  1. Account type - U.S.
  2. Related case number - None
  3. Detailed description of problem - When using intercom button from VVX for *85 to intercom another user it causes the mobile app to start ringing also.  
  4. Goal - to have intercom feature only intercom the desk phone and not ring the mobile app
  5. Previous troubleshooting steps taken - I tried adjusting mobile app to not start until 5 seconds, but it still happens.
  6. Software version - RC 8.1 and Mobile App 8.1.0.1.15 (44.1.4)
  7. If desk-phone related, have you rebooted phone? - yes
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Brandon, Champion

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Posted 2 years ago

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Mike, Official Rep

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Hi Brandon,  I'll do some checking on our end. We may have to change this to a feature request. 

Mike 
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Brandon, Champion

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Thanks, Mike.  If anyone else reading this can try it and report results I would appreciate it too.  I assume it is not just in my environment, but I don't know for sure. 

So, if you use the mobile app and also have a desk phone just try to intercom (*85) to your desk phone and see if your mobile app rings too.  It has become quite annoying in our small office and the alternative is to yell across the office, which is pretty annoying too :)
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Mike, Official Rep

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Brandon.. I"m still checking with a few people. I'll get back to you as soon as I can. 
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Thanks and I just did some more thorough testing and unfortunately it might be intermittent and/or originating device dependant.  Here is what I observed:

- from a SPA phone I dialed *85 and my extension and it worked as expected.  handsfree intercom to my VVX and no mobile app ring. I do see a RC alert on mobile app, but no sound and it quickly disappears (this is good, expected behavior)

- from another VXV410 I pressed intercom soft key and my extension and intercom worked, but mobile app rang too, but then stopped after 1-2 seconds.

- usually it happens that another VVX user intercoms me with the button and we have a short handsfree conversation, but my mobile app won't stop ringing until I silence it..
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Thanks for the update Brandon.  I'm waiting to hear back from one of our engineers.  
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Mike, Official Rep

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Brandon,   Might this be the case?  Here's what one of our engineers advised: 

It will only ring if 1. The end
user has not given permission to intercom 2. The person is on the phone then an
intercom call will be converted into a regular call. 

(Edited)
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If you've checked #1 and #2 and are still finding an inconsistency (based on device or other),  then can you please open a case and include the phone/user details so we can escalate this higher? 

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when i press my intercom button and enter the extension i wish to intercom, the persons cell then rings. if i am calling within the office and not from a desktop app or cell app and from a desk phone to another desk phone, it would be nice if the cell app would not ring. did i miss the way to make that happen in the thread above? i am calling from a cisco 508g to a polycom