My mobile App (iphone) will not ring at the same time as other phones?

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Let me begin by describing our setup that we currently use in our office.

We have one main number that our customers call. That number then forwards the call to 8 different extensions all at the same time. If no one answers the call, it will continue on to another set of extensions.  (We do not use groups because they do not have the capability to forward call if not answered to begin with.)

Here is what I am needing to do if possible. Sometimes there may be no one at our office and we would like the Mobile App to ring at the exact same time as the normal extensions would in the office.

Thanks
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Ray

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Posted 5 years ago

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Mike, Official Rep

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Hi Ray,  Is it not ringing at all? 

The first thing to check is:  Log into that extension and go to Call Handling & Forwarding > Desktop & Smartphone and make sure it's set to the "On" position. 



If this does not work or there's another issue, let us know. 

Mike 
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Ray

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No my cell phone will never ring with those same settings shown. However if someone dials my direct extension after calling our main number my cell phone will ring with no issues.
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Mike, Official Rep

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On the mobile app, there are several settings to check.  Select "VoIP Calling" from the main menu.   Make sure the first option "VoIP Calls" is turned on and then look for an option that says "Incoming VoIP Calls" and make sure that setting is turned on.  
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Ray

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Both settings are on within my iPhone App.  Could the issue be that we do *not use the groups feature. We have one main line that then forwards to all other extensions at the same time.

Thanks
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Mike, Official Rep

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Ray, yes, I think for what you are trying to do, you'll want to create a group. 
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Renee E. Dorsey

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I have the same issue - my iphone will NOT ring when an inbound call comes into the office - I have the app set up correctly, and it rings if you call it directly - but the app doesn't ring.    
(Edited)
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Mike, Official Rep

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Hi Renee E. Dorsey, 

If you have it set up as shown above, but the mobile app is still not ringing, then check the settings on the mobile app itself. Go to Settings > My Mobile App Settings > VoIP Calling, and you'll see the screen below.

You'll need to have VoIP Calls turned on, and then make sure you have Over Wi-Fi, or 3G/4G or Wi-Fi selected based on what network you have available. and then Incoming VoIP Calls must be turn on. 

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Renee E. Dorsey

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YES - these settings are all as you say they need to be.    NO RING - as I sit here, I hear my husband's laptop AND Android cell phone ringing with inbound calls - and the iphone app does nothing.    I can call OUT from the app. but inbound it does not ring.  Ios just updated; have your developers upgraded the app?    This WILL be a deal breaker for me to keep this system.   
(Edited)
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Mike, Official Rep

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How many seconds do you have it set to before forwarding begins.  It's normal for there to be a little delay before the mobile app starts ringing, but it should ring.  If you've already tried increasing it and still no luck. Then it's probably something on the phone or the mobile app. 

First double check to make sure you are logged in to the correct phone number/extension on the mobile app.  If you are and still no luck, try to uninstall and reinstall the app. If you still have a problem please Open a Case and in your ticket be sure to include the phone number involved and your phone OS version etc. 
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Ray

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Same goes for me, everything appears to be setup correctly. Except my iphone will not ring at the same as the other phones in the office. Now if another softphone in the office called my ext my iphone rings right away.
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Mike, Official Rep

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Hi Ray, 

So is it just when a call gets forwarded to another extension (which is your cell phone)  that it doesn't ring, or is it part of a group?  If all the settings look correct double check and the issue is with forwarded calls, make sure that you are forwarding to the right number.  If you still have an issue please do as I advised Renee above and open a case. 
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David Lykins

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I'm having the same issue.
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Micki Cheers

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I've had the same issue since we've been on RC (since 2012). We don't have desktop phones, only mobile apps. We've tested our setup extensively and have not been able to resolve. At times, a subset of the mobiles will ring while at others, no phones will ring and the call will just be missed. There does not seem to be a correlation of the type of phone (ios vs Android) or the carrier. 
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Mike, Official Rep

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Hi Micki,    This issue is generally cause by a problem in the setting in the online account, or the mobile device, or a combination of the two.  We'll be happy to help you troubleshoot, but need to look at the phone number(s) involved and see how the calls are being routed or forwarded, etc.  You are welcome to give us a call, or if you would like to create a private message here and tell us the phone numbers involved, we can look into this for you. Creating a private conversation is the same as a normal conversation except you just click the small check box like shown below, which then makes the post viewable only to you, and myself (or other RingCentral/Company Admins). 

Thanks!
Mike


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Micki Cheers

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Thanks Mike, but we engaged in a multi-hour troubleshooting session with an RC installer in November 2013. We provided a list of our extensions and our prferred configuration. The issues that I mentioned still persist. 
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Mike, Official Rep

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Thanks.. RC Installer is quite knowledgeable so I'm sure he was thorough.  If you wish you can provide the details via Web Case and our tech support can take a look. Open a Case
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Ray

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I believe our issue was by having the calls sent to my cell phone the calls became double routed and would not work.
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Philip Beauford

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None of this will EVER WORK! Like Micki we spent HOURS with cs and absolutely nothing worked. App does not ever ring if not already opened. Even then it is hit and miss.
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Mike, Official Rep

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Philip, we recently pushed out another mobile app update. Make sure you have the latest version. if you've already checked all the settings above you are welcome to open a support case. Open a Case

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