On active Ring Central Call - another incoming Ring Central call rings over and interrupts the active call.

  • 0
  • 1
  • Question
  • Updated 12 months ago
  • Answered
Mobile App v8.4.1 on Android Samsung S7 Galaxy Phone:   On active Ring Central Call - another incoming Ring Central call rings over and interrupts the active call.   This is not the situation where it is a carrier call (Verizon) incoming on top of the active call.     This really needs a fix. It seems like turning off VOIP calling will disable all incoming Ring Central calls?  That is not a viable solution for us.

Note: This conversation was created from a reply on: Calls to my primary cell phone interrupt the connected call on Mobile App..
Photo of Cecile Glassy

Cecile Glassy, Champion

  • 15,368 Points 10k badge 2x thumb

Posted 2 years ago

  • 0
  • 1
Photo of Mike

Mike, Official Rep

  • 91,080 Points 50k badge 2x thumb
Hi Cecile, 

I just tried to reproduce this, and the call went to voicemail instead of interrupting the active call.  However, my app version is 8.4.2. 

Can you try to update the app and then let us know if this still happens?

If it does, please not the date, time, and phone numbers involved if possible. 

Mike 
Photo of Cecile Glassy

Cecile Glassy, Champion

  • 15,368 Points 10k badge 2x thumb
OK I have upgraded my Android version of the Mobile app again - now on Version 8.4.2.1.7 - will report what happens next. 
Photo of Devanne Bozic

Devanne Bozic

  • 80 Points 75 badge 2x thumb
I am having this issue on RingCentral for Chrome, and I have the latest version.
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 38,106 Points 20k badge 2x thumb
Hello Devanne,

Please open up a case with the Call Sample so we can investigate. Thanks!
 
Photo of Jan Ferguson

Jan Ferguson

  • 136 Points 100 badge 2x thumb
Devanne,

Cecile was having issues with her Android version of the RingCentral Mobile app. You issue is with a different RingCentral product. 

I just tried calling my business line from my home phone while I was already on a call using the browser calling method of my Chrome extension with my cell phone. The incoming call did not interrupt the original call but rather it put the original call on HOLD and I could pick up the incoming call (see my screen shots below).

I am running with Windows 10 Home, Chrome Version 61.0.3163.100 (Official Build) (64-bit) and the RingCentral Chrome extension v3.1.3

- - - - - - - - - - - - - - - - - - - - - - - -
The second call coming in (ringing) but not answered yet. It has not disconnected the first call.




Answered the second (incoming) call. It automatically put the first call on HOLD when I answered and connected to the second (incoming) call.

Photo of Devanne Bozic

Devanne Bozic

  • 80 Points 75 badge 2x thumb
I understand what you're saying, and I'm not losing the calls, the problem is the new call ringing in my headset while I am still talking to the person I am already on the phone with, so I can't hear them.
Photo of Jan Ferguson, Channel Partner

Jan Ferguson, Channel Partner, Champion

  • 29,612 Points 20k badge 2x thumb
OK...that's a totally different situation. Cecile had stated that the call was being interrupted by the second call. The first call is being automatically put on HOLD and the second call is taking over...all without her intervention.

When you stated then same thing was happening to you I naturally assumed that your first call was being automatically put on HOLD and the second call was taking over.

Again, these are separate and different products between what Cecile is using and what you are using. Sorry for the misunderstanding but I didn't have that additional information you just provided when I answered. I don't use a headset so I can't try to recreate your situation. I recommend you start a Support Case to see if there's something that can be done to remedy this for you.
Photo of Devanne Bozic

Devanne Bozic

  • 80 Points 75 badge 2x thumb
Okay, I'm new to all this, thank you. I will open a case. :)
Photo of Jan Ferguson, Channel Partner

Jan Ferguson, Channel Partner, Champion

  • 30,544 Points 20k badge 2x thumb
No problem...I understand. That's the reason I wanted to inform you as to what was happening so you had a little more insight when you are dealing with Support.