Mobile App causing call rejection

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Installed RingCentral mobile app on new phone. Without making any setting changes, calls started getting rejected. Caller would get initial greeting, store handsets would get a 1/2 ring, softphones would then say "call has been processed by another phone", caller would get message saying "there is no one available to answer your call", and get hung up on. The smartphone never got notice of an incoming call.
After missing calls in the store for an entire day - GRRRR - found a setting on the smartphone app under settings>>my mobile app settings>>VoIP Calling>>Incoming VoIP Calls. The default setting after installation was set to "on". Under the setting it says " to save battery power turn off incoming calls".
So the net effect was that calls were being handled by the smartphone(without any notification on the smartphone) and calls were being routed into limbo! Turning the setting to Off fixed the problem.

So guys, I know a bit wordy, but I wanted to be concise and thorough. My suggestion would be to update the app to change that default setting. Not sure how much business I might have lost this day because of it.
This version 6.5.1 was updated Oct 2, it never did this in the previous version. Oops?
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Ford Luhrs

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Posted 5 years ago

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Mike, Official Rep

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Thanks for your post as this may help others and will also be seen by our product team!

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Thomas D

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This appears to be happening to a member of my team.

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