Why is user, call handling and forwarding so the "softphone and smart phones" is hard coded to be rung first before the other devices. Softphone should be separated smart phones and allow the user to determine the order.
Allow us to customize our call flow for each device: desktop app, smartphone, and hardphone.
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3,512 Points
Posted 5 years ago
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390 Points
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706 Points
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558 Points
Or, just tell us why it can't be put in, and close the request?
Is it "Community" oriented to just have a voting feature for your customers only to ignore them?
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222 Points
Chris Duquette, Champion
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16,768 Points
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558 Points
Vote: Done.
I'm not "annoyed." I'm more perplexed as to why are we all here requesting features of such simplicity and being ignored? Why would I, in the future, bother to give further feedback or feature requests if I am ignored?
Glad you like Glip. I just don't see myself using it due to its dependence on RC, and how there have been 3rd party tools available for years that don't tie me to a particular VoIP provider (That has me locked in rigid contract and I can't lower my rates until that contract is renewed. Funny how the rates can be increased though!) just to use collaboration features. And I'd never heard of Glip before last year, why would I trust them again, especially when they were just "pushed" on my service plan? Will Glip be around in 5 years if nobody uses it or they go out of business? Is this why my RC rates are so high, to pay for development or licensing for collaboration software I never asked for nor desired? But we digress...
This isn't a whim or fringe request. As others have mentioned, this is a very valuable feature that would really benefit customers in a myriad of ways. It would absolutely save time, which I think most of us agree is extremely valuable and appreciated. Where I work I have had multiple users directly request this ability, which led me directly to this thread. I was amazed it was still active!
But on a bigger scale, this seems like a breakdown of RingCentral Support. I'm actually totally fine with them just saying, "Sorry, our licensing agreements stipulate we can't do this, or, it would cost too much, or, we can't find the dude who coded this, sorry yo." But to leave a voting feature in place, community feedback, then post an image that doesn't address the actual concern?
What happens when I just stop seeing stuff working that I have come to rely on and give feedback or "vote." Will I just be ignored?
Not a rant to community members or volunteers, as in general I've found a lot more stuff on here than in RC's poor documentation. This seems, in general, like RC support management is broken. And on that, I think my own contributions are done here, there just isn't any more to be said about this.
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490 Points
Bottom line, customer is handled. Since RC we have customers asking why they hear a cell phone ringing in the background? We put it on silent then when in the warehouse or copier room can't feel it. Missed call, missed opportunity. RC told to log in and out of app each time. Really? That's the answer? They are a software VoIP company, that's their wheel house.
RC Sales team said the feature was there. Nope.
RC Sales team said they could fix it. Nope
RC Sales team said they are working on it. Nope.
RC Sales team said put it out on the Community board. Really?!
Why should I have to that, fix the damn thing.
Chris Duquette, Champion
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16,778 Points
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702 Points
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308 Points
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222 Points
We deployed Ringcentral globally with the intention of being a Softphone (desktop app) / Mobile App only environment. Our users are trained to forward calls to another device when they are out of the office. Unfortunately, the forwarding option (under Users Call Handling and Forwarding) is limited to Softphone only. The mobile app is not available as another forwarding option which causes an issue if a user is strictly using the mobile app.
Can we please add the mobile app as a forwarding option?
J.B. Ferguson, Champion
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37,348 Points
I read your reply to Mike after Karim voiced his need for the feature. What I don't think that either of you understand is that when you forward to the other person's desk phone or softphone you are ACTUALLY forwarding it to their direct dial number.
So, if you or your people follow my previous instruction on making sure that the Mobile App is turned on in Calling & Forwarding, the person WILL INDEED receive the call on their Mobile App if they are away from their office or computer.
If, for example, I worked for you and my direct dial number (assigned to either/both my desk phone and my softphone) was (999) 123-4567, you would simply enter either one of those as the device too be forwarded to. If I had the Desktop & Mobile App selection turned ON, the phone call would be forwarded to BOTH my desktop/softphone AND my Mobile App.
Does that make sense? Just try it and you will see that it does work. That's the way I get forwarded calls and forward calls every day!
Karim, Champion
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908 Points
J.B. Ferguson, Champion
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37,348 Points
J.B. Ferguson, Champion
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37,348 Points
Just remember that it's important for the RECEIVING party to have Desktop & Mobile App turned ON in the Calling & Forwarding section of their User profile. Anyone you want to forward to and have them receive it on their Mobile App must have it turned on or it won't go to their mobile app.
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222 Points
Here's our workflow:
1. User1 is going on vacation. Under "Call Handling & Forwarding" > "Forward to another user's phones", he selected "User2's Softphone".
2. User1 is now on vacation and signs out of R/C for desktop and his mobile app.
3. User2 is logged out of his desktop Softphone but is active on his mobile app.
4. When attempting to dial to User1's direct line, the call routes straight to User1's voicemail, ignoring User2's mobile app.
**and yes, both users have Desktop and Mobile App selection turned On.
I've already raised a ticket to Ringcentral and they confirmed that the only way around this is by forwarding to a call queue or ring group, which tricks the system to dialing desk, softphone and mobile apps. The "Forwarding to other user's phone" option is device specific -- strictly for desk phones and softphones.. mobile apps are not part of that option yet (which is my primary feature request).
Hope this makes sense?
Edward
J.B. Ferguson, Champion
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37,348 Points
Okay...with your workflow I see how that doesn't work for you.
It is I who have to apologize as I didn't understand, or misread, your needs. I didn't take into account someone totally going off the grid (i.e., on vacation or otherwise fully disconnected) and made an assumption. I tested under your scenario, based on the workflow you described, and you were absolutely correct. Sorry if I lead you astray.
Danno, Champion
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28,432 Points
This by no means is a replacement for the feature request – but rather a temporary work around I have in use today.
I have a real estate client who has agents using the mobile app exclusively. Sound much like what you have. When an agent goes on vacation, another agent must field their calls so they can show the house, answer questions, etc. So, the first thing I did was ordered a Google Voice number (free). Then I created a “Vacation” template that is set up to unconditionally forward all calls to the GV#. When agent 1 goes on vacation I set up an advanced rule for the days they will be going on vacation (that way I don’t have go in and remove when they return – it automatically stops forwarding). I then log into the GV# and forward to agent 2’s RC DID. When a call comes in for agent 1 it does ring agent 2’s mobile app. And if agent 2 doesn’t answer, the call deposits into agent 2’s VM. The good thing is this even works on internal calls when desk phone users dial the 4-digit extension for agent 1. Watcha think?
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222 Points
Thanks for the recommendation for your workaround. While it does work, I think this wouldn't scale well for a larger company with employees in numerous countries. Having an administrator manage everyone's unconditionally forwards doesn't help with our self-service model.
Danno, Champion
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28,432 Points
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Chris Duquette, Champion
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16,778 Points
Saadet, Employee
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68,042 Points
Sorry, we don't have an ETA at this time regarding if/when the feature will be available.
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2,840 Points
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150 Points
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2,840 Points
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150 Points
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284 Points
Feature Request: Allow the Desktop App and Smart Phone to be relocatable in the order of calls for forwarding. I have been made aware that it is currently an unchangeable default to ring the desktop app and the phone app first. Needless to say, it seems illogical to have an incoming call ring my desktop application and my smartphone application first if I am sitting at my desk and use a physical phone. It should ring my desktop phone first and if not answered, revert to my Desktop App and Smartphone App. That way, it's an automatic forward if I desire it to be that way. This would seem easy for you to do. Per your request, we have 13 users - business account - United States.
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166 Points
Under User Settings/Call Handling & Forwarding you can select to accept incoming calls in order by your preference. But I cannot move the Desktop app & Smartphone app from the number one spot. We would prefer to have our Polycom desktop phones ring first and then the app
Chris Duquette, Champion
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16,778 Points
Saadet, Employee
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68,042 Points
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86 Points
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390 Points
Brandon, Champion
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24,738 Points
Chris Duquette, Champion
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16,778 Points
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194 Points
Is there any other way to ring the mobile app after the deskphone?
- Account type U.S
- A brief description of the business
- A high level description of the product or feature being requested: have the capability to choose if Ill ring my mobile application after my deskphone
- A typical use case scenario explaining how your business would use the feature: this is to give our company a chance to answer phone call even we are not on our deskphone where we primarily focus on receiving all call thru deskphone only
- Benefit of such feature: privacy not to use personal number as forwarding number
- Include any related case number if applicable 06584241
- Number of Users and/or Digital Lines: 4 users 4 digital lines
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82 Points
To Configure the Mobile App and change the priority to be after the desktop call forward.
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490 Points
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110 Points
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490 Points
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490 Points
Chris Duquette, Champion
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16,778 Points
Chris Duquette, Champion
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16,778 Points
Chris Duquette, Champion
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16,778 Points
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490 Points
Chris Duquette, Champion
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16,778 Points
Chris Duquette, Champion
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16,778 Points
Michel, Champion
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4,110 Points
1) available / away status - when set to "away", then this device would not ring and would be skipped in the ring sequence (without having to log off / on)
2) auto-device status, based on all 3 of these types of devices being network aware (ie. they know if they are on the same network as each other) then only the one set as "primary" would ring when all are on the same network. If on separate networks, then they would ring in sequence as setup (or not ring at all if set to "away" or logged off)
Chris Duquette, Champion
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16,778 Points
Saadet, Employee
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68,042 Points
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246 Points
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246 Points
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2,840 Points
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2,840 Points
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490 Points
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82 Points
RC-Installer, Champion
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27,748 Points
would you explain your call flow so we could assist?
Thanks
Chuck
Certified RC consultant
Chuck@yoritguy.com
Brandon, Champion
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24,738 Points
Have you tried to have your desk phone ring and then your mobile and desktop app only ring after the desk phone has not been answered?
A lot of people would like to be able to this for various reasons. For me, mainly because when I at my desk I don't want to hear my desktop and/or mobile ringing for the first 10-15 seconds or so. Only if I go away from my desk would I appreciate the fact that my mobile will ring. And I don't want to mess around with toggling settings, etc. every time I leave or return to my desk.
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490 Points
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284 Points
Chris Duquette, Champion
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16,768 Points
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2,840 Points
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1,278 Points
We're mid-deploy with RingCentral and already users are surprised by this lapse in functionality, myself included.
It's also unsettling that the only official responses (minus merging this thread with others...amplifying its desire) thus far have been "Sorry" and "we don't have an ETA."
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490 Points
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466 Points
Specifically, the Desktop App needs to be treated separately from the Smartphone App.
Ideally, it would be best if software would know if you were active on the desktop app or not, and forward to your mobile app (assuming you were logged in and open to receive calls) if you were idle. Slack does this beautifully.
However, the easiest way to do this currently would be to allow users to set their desktop app to ring for a certain amount of time, then forward calls to their smartphone app.
As it stands right now, if I stay logged in to both the desktop app and the smartphone apps, I get calls in both places. This is quite annoying.
Chris Duquette, Champion
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16,778 Points
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390 Points
Saadet, Employee
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68,042 Points
I understand your frustration. This Community Board is here to help customers who ask specific questions or need help with a configuration. We also monitor feature requests and send regular reports to our Product Team. So, yes, these topics are seen. However, our Product Team does not have the time to respond to the multitude of feature requests we receive per month, which is roughly over 100. Sometimes things can be a little tricky to implement due to the very nature of VoIP (which is very different from a POTS line). I have not heard anything from our Product Team on this when I have brought it to their attention. If I do hear something, I will most certainly share because I also would like to see this happen.
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2,840 Points
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284 Points
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2,840 Points