RingCentral App does not allow you to ignore the call

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Here is my scenario: When I receive a call on my RingCentral App on my iPhone X or my iPhone 7, I am not given the option of ignoring the call and getting back to what I was doing on my iPhone. I can tap the Power Button and that will stop the vibration of my phone but the phone will continue to show that a caller is ringing in and the screen will remain in full screen. I have the app set for Integrated Calling within the app. Current version is 10.2.0.1.33 (51.10.20.2). I only have the option to tap Accept or Decline. I really would like the option to click IGNORE so I can go back to using my phone instead of waiting for my office to answer the call or the caller is sent to VM. I have tried tapping the Home Button on the iPhone 7 or swiping up on the iPhone X and neither allows me to go back to working on my phone while the caller is still ringing in. Please advise.
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Network Doctors

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Posted 3 months ago

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Jeff Salisbury, Champion

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I routinely decline calls on my Android mobile app, but iOS should not be much different. What would you want Ignore to do that Decline does or doesn't currently do for you?
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Network Doctors

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I do NOT have the option to Ignore the call. I would LOVE that option. Even if that option is not going to be available, I cannot return to my phone's home screen, email, texting, etc until the call is either answered by me, my office, or sent to VM. I would love the option to either ignore the call and return to using my iPhone while the call is still ringing at my office.

For example, I am using my iPhone for GPS directions, I have to wait until the phone is either answered or sent to VM to return to using my phone's directions. I cannot use my phone while a call is coming through.

I do not want to answer the call or send them to VM. I want my office to answer the call which means I have to wait 30 seconds, approx. 5 rings before either my office answers or the call is sent to VM.
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Saadet - Community Support, Official Rep

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Hey Network Doctors,

Are you receiving calls from a Call Queue or a RingGroup?
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Network Doctors

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Call Queue
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So if you're in a Call Queue but you have no intention of answering calls, as you mentioned below, have you thought about turning off the Accept Call Queue Calls setting on the Mobile App? This would set you as Unavailable for the Queue and would ensure that your phone doesn't ring. When you're ready to accept calls again, simply turn it back on.
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Jeff Salisbury, Champion

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In my mind ignoring the call means "Do not answer - send the caller to voice mail". It sounds like for you Ignore would mean "Do not answer - do not send the caller to voice mail". I'm curious why you would want to skip voice mail, and what you would want the experience to be for the caller  - would you want him/her to hear something like "I'm sorry the user you are calling is unable to take your call at this time" and have it just hang up?  We did that for some users back when we had a Cisco voice system but in our scenario it was for users that never wanted people to leave voicemail; everyone else had calls go to voice mail that they chose to not answer.

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Shelly Roth, Champion

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So by hitting the decline button you are saying that it automatically sends that call to your VM?  I just thought it was declining the call for you only and it would still be ringing for someone else to pick up...I guess, if that is how you have the call sequence set up.
(Edited)
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Jeff Salisbury, Champion

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Shelly - I am not in a call queue so calls to me do not flow into anywhere else. If that was not the case then I could see how you might want a "do not answer" option if the platform does not send the call to a different agent.
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Shelly Roth, Champion

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I was directing my comments to Network Doctors.  ND indicated they had to wait 30 secs on someone else to pick up.  I just thought decline would allow you to end the ringing on your phone but allow someone else to pick up and not end it everywhere.  I am hoping someone else can correct me if I am wrong and it ends everywhere when you decline.
(Edited)
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Thank you Shelly. If you press Decline the caller is sent directly to VM.
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When a caller dials our office number, it rings all of the Yealink phones in our office, the iPhone 7, and my iPhone x. We only have ONE primary number for our office. The Yealink phones can handle multiple additional phones calls.

When I am in the field working on a customer's computers, I do NOT want to answer a call at that time. I want my office to answer the call. However, if I am using my iPhone to diagnosis something, using it for GPS, speed tests, etc. etc. and a caller calls my office, the iPhones will show the incoming call in full screen because I have "Integrated Calling" enabled within the app. I want to go back to working on my phone. I cannot until either my office picks up the call or the call is sent to VM. I cannot tell the app that I would like to ignore the fact that a caller is calling my office and get back to working on my iPhone. I have to wait until my office picks up the call before I can return to using my iPhone.

During the inbound call, if I hit the iPhone's power button it will stop the vibrating of my phone but the screen is still showing the incoming call. If I hit accept, I will answer the call. If I hit decline, then the caller is sent immediately to VM. If I hit the power button twice then the caller is sent to VM. I just want to return to using my phone and forget, ignore, disregard, shrug off, or reject...whichever word you find fitting...the need to stare at my phone until either my office answers or the call is sent to VM.

My iPhone is basically highjacked during the inbound RingCentral phone call. I cannot use the iPhone AT ALL during an inbound phone call until it gets answered by my office or goes to VM.

I would HIGHLY desire an option or button that I can press that would terminate the notification on my phone that someone is calling my office at this particular time. I know my office manager is in the office and she will answer the call. However, until she does, my phone will buzzer for about 25-30 seconds if she does not answer the call within the ring limit. One ring is approx. 5 seconds. My system is configured to ring FIVE times before the caller is sent to VM. Hence my 25-30 second comment.
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OnCallAnswer

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I would suggest maybe putting the primary phone at the office on for maybe the first 10 seconds that way if someone is available at the office they can pick it up before it hits your cell phone. Put your cell phone, office phone and any other phone you need to ring in a group to sequentially follow the first phones 10-15 second. Also if you enable the option to press 1 to accept it will not go to your voicemail and also if need be you can just slide your iphone to answer the phone and hang right up while someone else answers it. As the owner of an answering service this has been the best option for me to make sure that we do not miss any calls and any rollovers come to my cell phone. 
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Network Doctors

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You do not have the option of sliding your phone to answer the call when you are in the "Integrated Calling" option within the app. With the IC option enabled, the incoming call fills up the entire screen. You only have two options, Decline or Accept. Until you choose one of those two options, OR, my office answers the phone, my iPhone is inoperable until the call is either answered or get sent to voice.

While you option about placing the cellphones in a sequential order after the office phones ring 1-2 times is a great idea, if it is after hours and I am still working, my phone is once again inoperable until the call is answered or goes to VM if the limit is a total of five rings.

If would be AWESOME if RingCentral would just add a "DNA" (Do Not Answer) button or an "Ignore" button within the App when someone has the Integrated Calling feature enabled. That way I can immediately go back to using my iPhone instead of the app highjacking it.
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I understand now, I do not use the RC App while doing the above described. In fact I rarely use the app because call quality is much better when forward to my phone number and it does not require any data usage. 

* not sure how or why it started typing in italics, I could not change it back so I just rolled with it...lol
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Jan Ferguson, Channel Partner, Champion

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You might have hit the Ctrl key when you started writing "I rarely use ....". Ctrl + I will start italics, just as Ctrl + B will start BOLD, and Ctrl + U will start underline.
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Lorelei Matteson

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I run a service company with after hours (so no office phone to answer calls during these hours). Customer calls, they hear ringing, ringing, ringing...relentless ringing but no VM if the tech does not pick up. The tech sees an option to decline the call so he clicks the button, the ringing stops for a split second, the screen goes away for a split second and then begins again. Over and over and over. The power button is the same. 
If he does not answer, the customer should be sent to VM after 4 rings. That is the set-up. But that is not happening. 
WHAT UP??
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Hey Lorelei,

Could you share which extension this is happening on? I would be more than happy to take a look at the settings
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Lorelei Matteson

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Crystal in Tech support helped me understand what was happening. I had a setting set for the customer to wait for 2 minutes before being sent to VM :/ Changed that to 30 seconds! 
Also, When in Queue, if one does not answer, it will rotate from one person to the other until someone answers or that time runs out and the customer gets transferred to VM (I recommend 30 seconds NOT 2 minutes). Since I only have one tech on cal l each night, the system will ring back to the one tech each time even when he declines it because he is the only one the system finds. If there were 2 of them and they both decline, it would bounce back and forth until one of them answers of the VM picks up. Its a hot potato situation and if you are the only one playing, well then you are playing alone.
Thanks Crystal for your patience with me! You were fabulously helpful!
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That's great! So happy she was able to help you :)
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OnCallAnswer

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Make sure that on your set up that you have "Take Messages" clicked on the bottom of your user setup under Messages and notification. 
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Network Doctors

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Saadet....are there any updates about MY issue that I created the post about???
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Hi Network Doctors,

Currently this is how iOS handles native calls, our app is simply following those settings. For instance, on my personal iPhone, I only have the options to Answer or Decline. 
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I fully understand that is the only option you have on your iPhone because mine is the same. The suggestion I have for RC is "add" a button that allows you to "ignore" the call and thus terminate the app from dominating the screen. I do not want to Answer or Decline the call. Adding an Ignore button has nothing to do with iOS as the RC app it is fully independent app. While I understand that you do not write the software, is there any updates to this request besides, "currently this is how iOS handles native calls...."??????
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There is no ETA regarding if/when we may add this