Shouldn't my app ring?

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So my offices calls come to an extension with our phones in it  as a 'ring group', when our office is called, my desk phone will ring but my app will not, my app is set to ring at the same time as my desk phone. is my cell app just not ringing because it is signed in as my direct extension, which is not actually being dialed? my point would be, if my deskset is ringing at all, shouldnt my cell app be ringing as well? even if my direct number isnt being dialed?
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Chris Duquette, Champion

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Posted 8 months ago

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Amie Denayer

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I've had similar issues where my app doesn't ring.  Not sure if it's my phone settings or not..
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Cecile Glassy, Champion

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USA-based acct | 2887 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets 

01-16-2018   Chris - I think what you said about it is working for you, is also how it is working for us on call queues here too. The way routing handles when a member of a call queue versus when it is the "direct" dialed number is not the same.   I am pretty sure in a call-queue situation the backside is accomplished by forwarding which is in a way, opposite of the way direct calls are handled.

We are in the process of designing and setting up a new internal support call queue for rollout by Feb 1st - so if I find more out in the interim, I will update this thread. 
(Edited)
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Saadet - Community Support, Official Rep

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Hey Chris,

If you are part of a Ring Group (not the extension the Ring Group is originating on), your Mobile App will not ring. Only the Deskphone/Softphone will ring (as long as they have been added). The Ring Group is only ringing specific devices as opposed to your entire extension (which includes your mobile app).

However, if you are a part of a Call Queue, your entire extension is rung - which includes your Mobile App.
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meaning my app would need to be logged into the extension that is actually being called...
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Saadet - Community Support, Official Rep

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Correct.
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Cecile Glassy, Champion

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Saadet thanks for clarifying this - it will help us as we move forward with our new internal support call queue  --- we are still working out the ring differences and instances between ring groups and call queues to see how best to implement this
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Sure thing - glad to be of help.