Mobile App: need "Incoming Call Information" prompts to show on all RC endpoints

  • 1
  • 12
  • Idea
  • Updated 4 months ago
  • (Edited)
Merged

This conversation has been merged. Please reference the main conversation: Call Queue: play announcement for SoftPhones and Mobile App

Mobile App: Need call queue announcement to work when using RC on mobile app

Need a way for RC mobile app to announce what call queue is calling in when an extension picks up the call queue on the RC mobile app. We have no idea what call queue is calling us when we pick up our phone calls on our mobile phones. Currently the "press 1 to accept" only works if you forward the RC incoming calls to your cell phone.

Incoming Call Information: Prompt before connecting should play on all RC endpoints:  Softphone, Mobile VoIP, etc.
Photo of Michael Antonio

Michael Antonio

  • 426 Points 250 badge 2x thumb

Posted 2 years ago

  • 1
  • 12
Photo of Cameron Saemann

Cameron Saemann

  • 266 Points 250 badge 2x thumb
This reply was created from a merged topic originally titled Is there any way to get Incoming Call Info for Mobile App users? (iOS).

Right now, when someone calls number that eventually leads to the iOS mobile app, you can see the caller ID, but that's it. Once you answer the call, it will show what number they called and you can decipher the origin of the call. It seems like a great feature would be to simply show the number called as the phone is ringing!

To get around this, I tried to set up calls to announce their origin before connecting. After trying and failing at this, I found out it is impossible to do this with a call sent to the mobile app. Even if you have it set to "Always", the Ringcentral support documentation actually stats mobile apps aren't a part of this:
Always - You will be prompted to press 1 to accept calls on your non-RingCentral phones, and RingCentral IP Phones. You will not be prompted to press 1 to accept calls on your RingCentral mobile app and RingCentral desktop app.
I'm hoping I'm missing something and there's a way for a mobile app user to see where the call is coming from before answering. If not, let's get some love on the mobile apps!

To give an example, I have an extension that uses the mobile app exclusively. They have 2 direct numbers that go to their extension along with 1 Call Queue. I need them to be able to see which of the three scenarios the call is originating from before answering.
(Edited)
Photo of ACCOUNT

ACCOUNT

  • 654 Points 500 badge 2x thumb
I have multiple users using different devices (polycom vvx-410s, desktop app, mobile app and receiving calls.  Need to identify the source of the call so it can be answered properly (company name/brand).  Should be more consistent across platforms.  IOS can't show called number or play announcement,  Desktop App seems to be the only platform that can display call queue info, etc....
Photo of RingCentral Admin

RingCentral Admin

  • 558 Points 500 badge 2x thumb
This reply was created from a merged topic originally titled Mobile App: Display "called number" plus ext from call queue + accept voice respo....

Account type  (U.S., Canada, UK,  AT&T, Telus, BT):  US

A brief description of the business:  Virtual office.  5 employees.  All use mobile phones to answer customer calls.  Often times out of the office and driving.   

A high level description of the product or feature being requested:  Allow called number plus extension with call queues.   Also allow voice prompts to be able to answer calls hands free.

A typical use case scenario explaining how your business would use the feature:
We have three call queue extensions defined - x1 Sales, x2 Support, x3 Urgent.   Each of us has their own extension as well - x101 to x105.   We need to be able to identify an incoming call by RING TONE.   This USED to be possible when forwarding calls from RC by setting the system to display the CALLED NUMBER plus Extension.  This is apparently a feature you are bringing back BUT IT DOES NOT WORK WITH CALL QUEUES.   When a call is placed to a call queue the displayed number is the called number plus the RINGING EXTENSION, NOT THE CALLED EXTENSION.   This defeats the whole purpose of being able to display the called number plus extension.

Example.  Extensions X101-104 are all part of the call queue for sales (x1) and support (x2).  Call comes into the main number and the customer presses x2.   All four extensions x101-x104 ring at the same time but the number displayed on each phone is 101 or 102, etc.  NOT 2, completely defeating the purpose of the called number plus extension.

In addition, we need to be able to answer the phone HANDS FREE and accept the call HANDS FREE.   IF the called number plus extension worked correctly then when I get a call driving down the road at 65mph with my bluetooth headset in my ear, I could tell if the call was to sales, support or urgent (or my direct extension).   I could  then decide to answer the call.   Right now I can tell my bluetooth to ANSWER the call.  What I get is a voice prompt that says "Call from ... Sales... Press one to answer..."   So now, driving down the road at 65mph I have to pull my phone off my hip, look down, swipe to unlock, then press 1,  CRAP!  I just hit the car in front of me (or got a ticket for distracted driving, or worse...   Let me tell RC "ONE!" to answer or something like that.   If I could whistle in dual tones that would probably work but I can't, at least not reliably.

Benefit of such feature:   I don't die, crash my car or get a ticket trying to use Ring Central to answer customer calls.

Include any related case number if applicable:  I'm sure this has been brought up before.  I don't have a case number.
Hopefully this will be available also on my mobile app
Photo of RingCentral Admin

RingCentral Admin

  • 558 Points 500 badge 2x thumb
All RC needs to do is BRING BACK the ability to APPEND the extension number dialed to the called number.   That way I could set a different ring tone to each call queue and would know WITHOUT LOOKING AT MY PHONE what call queue the call is coming from.    Icing on the cake would be to accept VOICE commands to accept the call:  "To accept the call press or say ONE".    Then I wouldn't have to take my eyes off the road when driving.    COME ON RingCentral.  PLEASE GET THIS DONE RIGHT!
Photo of Aumji Aumji

Aumji Aumji

  • 80 Points 75 badge 2x thumb
This is an IOS issue, plain and simple. It worked 1 week ago...I've been on tech support (1st tier and 2nd tier...and possibly moving on up to tier )3 after 25+ hrs of my time.

And it's not just this issue....it's also call quality and connectivity.

RingCentral please introduce the right hand to the left hand and make this right.

Or you will lose to your competition, refunds abundant, and people hit the forums to speak their voice....plain and simple.
Photo of Curt

Curt

  • 60 Points
I agree, this should be an easy update / fix so we can see where it is coming from. I have no idea that it's a Transferred call. Plus could you display something on the App so we can easily tell it's RC and not just our phone?  Just put your logo on the cell ph app would be nice.
Photo of templar701

templar701

  • 282 Points 250 badge 2x thumb
I agree with the above.  Having tied up Ring Central's tech support for a solid hour and half, conducting various tests, it's apparent that this very basic and essential feature of simply knowing which queue/group a call has come from, is not available.  It only works if the call is forwarded to an external mobile or landline, where it will "whisper" to you the name of the queue/group and give you the option to accept the call, but it simply will not do this over the ring central mobile app.  Such a pity because this is kind of a deal breaker.  This company herehttps://www.lazypbx.com/ who is probably smaller than Ring Central has this feature.

This request is essentially the same as this one below.  Can the admins merge these to combine the strength of the votes?
https://community.ringcentral.com/ringcentral/topics/department-incoming-call-announcement-for-softp...
Photo of templar701

templar701

  • 282 Points 250 badge 2x thumb
I posted a "work around" (by no means perfect) to this issue on this thread, which is essentially asking for the same basic functionality that's missing:  https://community.ringcentral.com/ringcentral/topics/i-need-a-feature-to-see-which-option-is-calling...

This conversation is no longer open for comments or replies.