ring central line captures call without user answering

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when our ring central line is a destination in a simultaneous ring group from verizon it captures the call to original verizon number stopping the other lines to ring simultaneously.  when its removed then the other lines in the group ring as they should until answered.  we have messed with having the rc line online, etc.  it is as if that when the rc line is even called it is capturing the call and forwarding it to our phone number instead of ringing it directly like a cell phone, etc....
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lawrence thaler

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Posted 11 months ago

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Luke, U.S. Tier 1 Support

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Hi Lawrence, I think I can get what's going on here: When you add an external Verizon number to the simultaneous Call Handling & Forwarding on an extension, the call will stop ringing on the other devices before going through the entire length. However, when you remove that number from Call Handling & Forwarding, the other devices ring through the entire length normally?

If that's the case, there are a few things you could try. My first recommendation would be to disable the incoming call information on non-RingCentral phones. We do from time-to-time see instances where a carrier is not properly start a call due to this setting.

Another thing to try would be creating a ring group for the phones to ring simultaneously, then change the "Phones will ring:" option at the bottom of the list to 'sequentially'. We have a guide for creating ring groups here.

I have also seen issues with carriers not releasing calls correctly from their service, if the issue persists after changing these settings, I recommend getting a call sample for us and your carrier to investigate. To open a case with us you can log in at our Contact Support page. Normally you can call your carrier support by dialing 611 from the phone with the number in question.
(Edited)
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Chris Duquette, Champion

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is it possible you have the line forwarded with the carrier and its not following the RC programming? just trying to follow what the problem is and shed more light onto it. would seem odd that adding a certain providers number would cancel out call handling.

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