Softphone rings but not mobile app when forwarding

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Our sales department is set up with one main incoming number, which forwards and rings simultaneously to our 4 sales associates. They all have RingCentral Office accounts and the accompanying desktop soft phones and the mobile app on their cell phones. When calling the main line I can only get the desktop softphones to ring. The mobile app never rings. If the desktop softphone is closed or they are signed out, an automated message plays saying nobody is available to take the call.

Is there any way to make the mobile apps ring when a forwarded call comes in?

The forwarding was setup by going to "Call Handling & Forwarding" from the users screen for the mail incoming line and selecting ">Forward to another user's phone"

Also, I've made sure that Data (VoIP) Calling is enabled in the app. 
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Dave Kruh

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Posted 3 years ago

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Nathan Malone, U.S. Tier 3 Support

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Official Response
Hello Dave,

If the mobile apps are not ringing what I would assume is happening is that you have the calls coming into a User extension that then forwards the call to all 4 Users phones. This is why the Mobile Apps are not ringing. The call is being forwarded to their direct devices through the forward. It does not follow the extension rules so the mobile app is not engaged in the call as it is only going to go directly to the softphone. The mobile app is not available as a forwarding option in a Users Call Handling and Forwarding.

You can resolve this by creating a Call Queue under the Groups and Others tab on the left-hand side of Phone System. Create the call queue with your desired settings for hold time and ring length. Add the 4 Users who are supposed to take the calls and direct the calls to the call queue by moving the dialed number to the call queue.

Call queues call out to the extension and follow the extensions rules which will ensure that the mobile app rings on incoming calls.

Hope this helps.