Transferring call using Mobile App -No Keypad or Directory

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Using RC Mobile App version 9.0.2.1.6 on an Android Phone running 6.0.1.

When I receive a call from outside the network (a customer using cell or landline) and I want to transfer the call to a co-worker, I am unable to.  I press the transfer button and I am immediately taken to a contact screen which is blank.  I can select drop downs for personal, company, all , etc but all are blank.  I do not appear to have an option to manually enter an extension using a keypad.

When not in a call, my contacts are there under each drop down option.

I have not seen this specific issue mentioned in the forums.  I have uninstalled and reinstalled the app and the issue persists.  I would also state that I have never been able to use the Flip option as well to get the app call on my desk phone (Polycom 410) or Windows PC Softphone.  Looking for suggestions.

Douglas

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DMoody007

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Posted 1 year ago

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Nathan Malone, U.S. Tier 2 Support

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Hello Douglas,

I tested on my mobile app using the same app version on my Android and I was able to see all my company contact. As soon as I pressed transfer I was taken to the All Contact page which showed me all my personal contacts on my phone and in my company.

You are saying that you see nothing at all in the contact when you have the All Contact selected is that correct?
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DMoody007

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Hi Nathan,

Thanks for the response.  That is correct.  When not in a call, I can see contacts. When in a call and try transfer, I can not see contacts.

Douglas

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Mike, Official Rep

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Hi DMoody007,   I have the same OS and RC app version as you posted above, and my contacts seem to load just fine also. If you are still having problems try going into  Settings > Application Manager > Select RingCentral > Storage > Clear Cache

Go back one screen and select Permissions, and make sure all permissions are turned on.  Also, you can try re-installing the app and make sure you allow all permissions during the install process.


Let us know if that helps.

Mike
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DMoody007

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Mike,

All permissions were set to yes except calendar.  I went ahead and moved it to yes.  I also cleared the cache.  Will try again today and let you know how it goes.

I had previously uninstalled and re-installed the application twice before. If it doesn't work again today, I will try again.

Douglas

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DMoody007

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Mike,

Did not work after permissions and cache.

Uninstalled RingCentral, Glip and Meetings just because. Rebooted Phone. Re-installed all. Rebooted phone. Still no luck.  Repeated but only installed RingCentral. No Luck. Installed remaining apps. No Luck.

During testing, I figured out one issue I mentioned in the original message.  I have an extension and I am part of a call group on another extension.  If they call my extension directly, I can flip the call from cell to desk phone.  If they call my call group and I answer, I can not flip the call from cell to my desk phone.  Weird but not as important as needing to transfer a call.

Wondered if this inability to transfer was related to the extension called.  Made no difference which extension was called (my personal or group). Still did not work.

I don't know if this matters but since we confirmed OS and App versions, I would add that I am on a Samsung Galaxy S5 and Sprint as a provider.  My boss has all his contacts during transfer and he is on an S7 and Verizon.  Carriers have their own versions of phones. Could this be a hardware/config issue?  Just a thought.

Douglas

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Mike, Official Rep

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Just following up again.  We had a few users test this on our end and were unable to reproduce this so if you haven't done so, can you please open a support case so we can escalate this?

Mike