Ring Central is giving my calls to either RC for windows or RC for android, not both as usual

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ok, so i ́ve been having this issue for a while, almost 2 or 3 weeks ago.
We have a lot of agents working with ringcentral for windows, that alternatively work with ringcentral for android.
Now, the actual issue, about a month ago, the calls were working fine, a call would enter and both, the desktop and the android apps, now it doesnt work like that, so if the agent is not in the office, the call could go to the desktop app even if there ́s an internet conexion where the agent is. 
Is quite troublesome, to be honest.
Any idea? 
The goal is to make the service work as it was working before, the ingoing calls in both apps.
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Posted 2 years ago

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Saadet, Employee

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Hmmm....sounds like there may be either a configuration or a network issue. I'd suggest opening a case so we can troubleshoot with you.