Mobile app rings before Desktop app?

  • 0
  • 2
  • Question
  • Updated 4 months ago
  • Acknowledged
Hello,
A handful of users in our office have reported that their mobile apps ring for a couple rings before the desktop app pops up. Has anyone else experienced this? Or is there a way to separate the 2, to force the desktop app to always ring first, then the mobile app? We're having to answer on our mobile devices and then flip the calls to our desktop app in a lot of cases.

Thanks!
Photo of Nicole

Nicole

  • 314 Points 250 badge 2x thumb

Posted 4 months ago

  • 0
  • 2
Photo of Jeff Salisbury

Jeff Salisbury, Champion

  • 1,416 Points 1k badge 2x thumb

Hi Nicole - We experience the same issue, and a similar one where often the mobile app rings a few times before the desk phone rings. Multiple users have requested to be able to individually control and sequence the desk phone, desktop app, and mobile app ringing but that ability is not present yet.


Photo of Chris Verdin

Chris Verdin, Champion

  • 2,688 Points 2k badge 2x thumb
My cell phone mobile app normally rings before the Desktop App does.  Usually a second or 2 delay.  But, definitely not a few rings.  
Photo of Helen Aponte

Helen Aponte

  • 90 Points 75 badge 2x thumb
Hello everyone!

Have you tried to go to the service.ringcentral.com page > Settings > Call Handling & Forwarding option?

You will be able to customize the rings and order of all phones (cell, soft and desk phones).

Please let me know if this resolves your issue.

Have a nice day! :)

Helen
Photo of Jan Ferguson, Channel Partner

Jan Ferguson, Channel Partner, Champion

  • 31,296 Points 20k badge 2x thumb
Helen,

The Desktop app (RingCentral for Windows) and the mobile app are on the same control. They are not separate. Therefore they should ring at the same time...not several rings apart.

The separation of these items has been feature requested for years. However the original poster is stating that her two apps, which should ring at the same time, are not doing that. There is no way currently of timing these two apps.
(Edited)
Photo of Chris Duquette

Chris Duquette, Champion

  • 14,054 Points 10k badge 2x thumb
Jan is right they both are controlled by the same tab and cant be separated.
Photo of Shelly Roth

Shelly Roth, Champion

  • 1,250 Points 1k badge 2x thumb
well they don't ring at the same time.  i have that issue too.  definitely a delay on the windows phone.  sometimes though .... i have trouble with either one of my phones (windows or mobile) not ringing at all when others are? very frustrating.
Photo of Chris Verdin

Chris Verdin, Champion

  • 2,628 Points 2k badge 2x thumb
Nicole - Try turning off your Antivirus software on your computer and see if it helps with the ringing.  We excluded a few services and exe's in our AntiVirus and that may help.  If you turn off your Antivirus and notice the app is working better then you may need to do the same thing.

Shelly - The issue with it not ringing at all I would contact Support and have them guide you on uninstalling the app and then deleting all of the RingCentral folders.  Then reinstalling the latest version.  That seemed to help resolve my issue of the App not ringing.  
Photo of Shelly Roth

Shelly Roth, Champion

  • 1,250 Points 1k badge 2x thumb
Thanks, Chris.