Prompted to Dial Your Number with VOIP off

  • 0
  • 1
  • Idea
  • Updated 1 year ago
We use iPhone's with the RingCentral Mobile App company-wide.  Recently (within the past month or so), when we make a call to someone from the RC app's contact list, we get a prompt to dial our own RC number first.  

This only happens when VOIP is off, which it is for our sales force as they are in their cars, travelling, etc and not on wi-fi (VOIP would eat up our data plans).  When VOIP is on, the call connects without prompting.

This is confusing for our employees.  When they tap on a colleague or a client and they see that it is prompting to dial their own RC number, it seems that something is wrong with their phone/app.  Yes, we can condition them to ignore it and just press 'call' again, but it is very annoying.  

I contacted RC support and ended up speaking with a tier 2 tech.  She said this is by design as it is doing a 'ring out' with VOIP off.  She told me that over the past few weeks they have been making updates to the mobile app and this is likely one of the changes.  

Can whatever change that was made, to force the app to cause an additional call prompt to appear, be reverted?  Or, if not, at least show the number being called, rather than the callers RC number.
Photo of Robert Moore

Robert Moore

  • 414 Points 250 badge 2x thumb

Posted 1 year ago

  • 0
  • 1
Photo of Bruce Cai

Bruce Cai, Product Manager

  • 712 Points 500 badge 2x thumb

Hi Robert,

Thanks for sharing this feedback to us with all the details.


The short answer is, this is "iOS system limitation" since iOS 10.2 for security reason.


Here are more details:

Currently the direct RingOut requires app to call RingCentral server first so that it can bridge the call with the destination phone number.

Before iOS 10.2, the iOS app can hide all of these complexity and you will “see” you are calling the destination number.

Starting from iOS 10.2, for security reason, Apple will show a confirmation dialog when any app is trying to place a call via iPhone dialer, which cannot be dismissed by any 3rd party apps.


We are working on something like a tooltip to help users understand this and reduce the confusion.


Thanks again.

Photo of Robert Moore

Robert Moore

  • 374 Points 250 badge 2x thumb
It would be great if there was something that gives RC access to the phone app on an ongoing basis.  Like when an app asks to access your camera roll. etc.
Photo of Bruce Cai

Bruce Cai, Product Manager

  • 712 Points 500 badge 2x thumb
Yes, that's a good idea. Android provides this however iOS does not. We'll send a feedback to Apple.
Photo of Robert Moore

Robert Moore

  • 414 Points 250 badge 2x thumb
Thank you for the clarification Bruce.