Control ring order of Desktop App and Mobile App.

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  • Idea
  • Updated 6 days ago
  • (Edited)
Or allow us to customize the order we want our devices to be used in.

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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E. M Scott

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Posted 4 years ago

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Richard Manuel, Employee

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This reply was created from a merged topic originally titled Call forwarding: Desk phone first before Desktop application.

Hi, It would be nice if there will be an option inside the user's Call Forwarding settings to have their desk phone to ring first before their application or soft phone. It would be easy for the user to select their preferred call forwarding settings. Thank you.
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Craig Lohman

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Wow!  3 Years and no official answer on this obviously needed feature.  Please add our company to the list of those who would value this ability.
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FLYNN

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This reply was created from a merged topic originally titled Call Forwarding to softphone - additional options.

1- U.S.

2- Tech production focused on events and esports

3- Currently the only call forwarding option for softphones is an on/off and exclusively as the first option in the sequence.  This is limiting. 
   The request is to have a user's softphone as an option available for addition later in the sequence just like any other phone number.

4-  I would like to have any of our account's users' desk phones ring first, if not answered then to ring that users' softphone.

5-  This feature provides more versatility to features already available

6-  06130584

7-  currently 5 users on our account
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Chris Duquette, Champion

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as of like 3 months ago......it was still crickets from RC about this.
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Davison

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I would imagine this would be fairly common request.
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Will Simon

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This is the most-requested feature/"idea" in this forum and has garnered nothing more than a "vote for it if ya want it!" response from RC. 

Every month or so, Saadet will chime in with "sorry, no ETA yet," but that's about all RC will do.
(Edited)
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Jay Nichols

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It would be quite foolish for anyone to be holding their breath waiting for this to happen.
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Craft

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I literally just got off the phone with the help desk and they directed me to the forum, kinda like it was the first time they ever heard this request. Apparently this is not a new idea...... I remember those Ring Central salesmen sitting in our conference room telling us what an innovative company and how they had this great forum where customer voice was really heard. I will be holding my breath.
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Jay Nichols

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Wow, they really said that?  Well, it's kinda like the 1st Amendment to the Constitution.  You have the right to free speech, but that doesn't guarantee that anyone will listen.  
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Craft

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Hahaha well said!
UnfortunatelyAnd yes they really did say that and as you can see they got our vote of confidence. Hopefully this is just something that takes time. You know like hover boards.
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ADMIN

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This reply was created from a merged topic originally titled I would love to see RC separate the Desktop and Mobile apps.

I would love to see RC separate the Desktop and Mobile apps in the Call Handling section. I would like to not have it call in on my desktop when I am using my Mobile app on a call, but would still like to be able to text on the desktop while on a mobile app call.
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Amie Denayer

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So where is the RC team in developing this feature?  Can we get an update from RC? 
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Saadet - Community Support, Official Rep

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Hi Amie,

I haven't been given any type of ETA regarding this feature by our Product Team. If I hear anything, I'll update this thread.
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Saadet, I think the customers would really appreciate it if your team were to take on an advocacy role for us on some of these matters and pursue official responses from development/Product Management about these long-requested / high-voted features.
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Saadet - Community Support, Official Rep

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Hey Rob,

I send regular reports to our Product Team and do ask for ETAs on specific threads. Unfortunately, I don't always receive an update :(
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Craft

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Are we any closer to this than 3 years ago when the thread started? Laughable!!
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Amie Denayer

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Hi, Saadet - is there anyone we can contact outside of this forum to help push it along? 
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Rob LaRose, Champion

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Totally understand, Saadet.  In this particular case, I have to assume you've *never* received an update (since *we've* never received an update).

If so, it seems like an area where the Community Support team is being mistreated by PM.  You must have already complained to the Community Support director and she or he hasn't been able to make anything happen for you.  I'd be happy to call the appropriate director-level position in PM to talk about how they're ignoring you.  Do you have a name?
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Ryan Jones

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I think if we just take our business elsewhere eventually RC will realize that customer voices matter and that their unwillingness to listen and respond to them will make a difference. The only problem I see is those people that are looking for a voip company and the salesmen tell them "what an innovative company [they are] and how they had this great forum where customer voice was really heard." If I would have known about this issue before we signed up I wouldn't have went with RC. Everyone in our office think's it's nonsensical, we've had one other voip provider and we had no issues with separating the two or choosing the order. Now everyone is looking at me like I chose a half ass company that can't even get a basic function to work. 3 years and no answers so I'm assuming that this issue will never be resolved. Not a word from the "Product Team". Priorities must be with this forum and directing people to it instead of fixing the issues with the actual product. Saadet, we realize you are just the messenger but eventually the messenger needs to produce results and if you aren't getting an answer there's no point for you to be here...we might as well be posting on a forum that isn't affiliated with RC. Please tell your product team to at least give us an answer as to why this isn't possible or what the hold up is.
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Jay Nichols

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Sad commentary when the Community Support Official Rep (RingCentral employee) is ignored by the Product Team.  Sounds like they are part of a different team.  One thing "big business" has failed to realize is that employing the end user in the development process will lead to a product that is user ready, gets to the customer quicker and more than likely won't include "bugs" or customer irritants.   But then, I don't recall anyone stating that RingCentral was on top of customer issues.
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Amie Denayer

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Saddet - I just posted the following with the subject "Dear Product Team".  Hoping this helps get you and the rest of us some answers...

Dear Product Team:

We appreciate the support the Customer Service Team members provide when we post questions in the forum.  Unfortunately, it seems there may be a slight disconnect in communicating with the RC team members and community on some of the issues posted in this forum.  Of note, the very long thread discussing the need to separate the desktop app from the phone system.  I did find a post with a workaround, but it is baffling as to why it is taking three years to develop a solution.  

Not being a "techy' sort, I'm sure there are many features that need to be considered when building on the back-end.  I found this out when I couldn't forward calls to my ring central app from another user...  

That being said, it would very helpful if someone from the product team would please review and respond to the newest posts in the Control ring order of Desktop App and Mobile App.  thread.

We have been happy with RC service and products, and only want to see you succeed. A response from the Product team on this specific thread would be extremely helpful.  
Thank you.
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Amie Denayer

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This reply was created from a merged topic originally titled Dear Product team.

We appreciate the support the Customer Service Team members provide when we post questions in the forum.  Unfortunately, it seems there may be a slight disconnect in communicating with the RC team members and community on some of the issues posted in this forum.  Of note, the very long thread discussing the need to separate the desktop app from the phone system.  I did find a post with a workaround, but it is baffling as to why it is taking three years to develop a solution.  

Not being a "techy' sort, I'm sure there are many features that need to be considered when building on the back-end.  I found this out when I couldn't trying to forward calls to my ring central app from another user...  

That being said, it would very helpful if someone from the product team would please review and respond to the newest posts in the Control ring order of Desktop App and Mobile App.  thread.

We have been happy with RC service and products, and only want to see you succeed. A response from the Product team on this specific thread would be extremely helpful.  
Thank you.
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Mike, Official Rep

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Amie,  I've shared your post with our Product Team.   We realize this is frustrating for many of you, but want to assure you your voices are heard even if you don't get a direct reply back on every feature request.   For more info please see:  How many votes does it take to get a feature request implemented?
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Cecile Glassy, Champion

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Thanks Mike - it is sometimes just a long hard slog to the finish line. 
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For topics that are 3 years old with 236 votes, the lack of change to the feature after all this time appears to be as close as you can get to a direct response of "we will not be implementing this feature" ...
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@Bob - there's a big difference between "we will not be implementing..." and the ol' middle finger.  This is much more in line with the latter.
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@Mike - As you've heard me say before, the question of when/if a feature will be implemented is separate from the question of how RC is treating its most engaged customers and even the RC Community staff.

If Saadet is to be believed, you and she have been repeatedly asking the product team for comment on the #1 most popular feature request for three years and they have completely ignored you time and again.  If I were treated like that at my job, I'd be shopping for a new job.
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Kevin Hart

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@Mike Any update on when/if it will be possible to customize the ring order? This was a big feature offered when it was sold to us and doesn't appear to actually work based on this thread. "You can customize ring order except you can't actually" is false advertising. We also don't necessarily want the desktop app ringing just to get the mobile app to ring!
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Saadet - Community Support, Official Rep

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Sorry, Kevin. We haven't received any update on this request
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Liam Elliott

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Is there an update on where this is or why it isn't happening? I think you'll realize that the ability to vote for features means nothing when we can't choose between several features that are in the lead. There needs to be an absolute voice in this community, at least 1 feature chosen by the community should be added to the product backlog for every iteration. It seems like ringcentral is choosing to develop their product in an echo chamber instead of implementing valuable feedback from paying customers.
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Chris McKown

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I would also like to comment. I administer RingCentral for our organization of a few hundred users. I have gotten quite a few requests for this feature - being able to ring the desk phone, desktop app, and mobile app separately and ordered according to user preference.

My personal experience -
The mobile app takes a second or two to stop ringing once you pick up the desktop phone, and it's irritating to have to listen to it ring while you're trying to answer a call. Also, I don't need my mobile app ringing when I'm sitting at my desk in the first place. It's a backup for when I'm out on the floor and I don't pick up my desk phone. Finally, forwarding the call to my mobile number is a terrible experience having to press "1" to pick up the call is ridiculous, and when in the car, impossible. PLEASE fix this.
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yeah i dont think theres been a detailed answer given yet other than this. the mods for this board havent been given an answer either so who knows where this request falls on the list.
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JustinHarrell

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I will also put my vote in here, although not sure if it will do any good. We currently have our app set for 0 rings and desk phone for 4 rings to try and get a somewhat workable solution, but would rather the deskphone ring first with app second. Not sure why anyone would want the app to ring first, but also not sure why reordering is not allowed anyway.

Separation of desktop app from mobile app needs to happen as well. I like the desktop app for presence info, but have no desire for it to ring with my desk phone....

I just posted in another thread about the simultaneous ring issue that this setup has a really big problem. If your desk phone is down for any reason, in our case a power outage, the app will have one quick ring with no way to answer the call.

The settings are extremely confusing and actually make no sense, simultaneous ring does not actually mean that when it come to app and phones, instead you set the app for 0 rings, but that doesn't actually mean 0 rings and app is listed in the phone list but can't be moved.

All of this would go away if you just had a list contains mobile app, desk app, desk phone, other numbers and you could order them as you can for some of them currently and simultaneous ring actually meant that and remove the 0 ring option as it makes no sense with a enable disable switch.

It hard to imagine this is such a technical hurdle that in 4 years it could not be implemented, it actually makes me wonder how bad the back end is for call handling.
(Edited)
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Chris Duquette, Champion

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just following your comments with my own echo!!!!!, ring order and customization needs to be addressed.
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Matt Lubbers

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Is anyone at RC looking into this omitted feature?
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Saadet - Community Support, Official Rep

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Hey Matt, I haven't received any type of ETA from our Product Team but I continue to share this request with them 
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David Bouterse

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On behalf of my 67 users I'd like to add 67 "likes" to this topic and request this feature be implemented.
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Betsy Ami

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Saadet, I'm a new user of Ring Central and so far have spent a total of 30 minutes trying to figure it out myself in the settings and now skimming through 3 years of this request and will share with the owner of the small company how annoying this is going to be as a user of Ring Central. I've used Jive and CallTower (Cisco) softphones previously without this problem. Even Toshiba PBX ringanywhere functionality lets you order the deskphone first. Really unfortunate your company doesn't offer this.
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Will Simon

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@Saadet: can you please request an update from your Product Team? With the new integration of Glip  & RC.app, it seems they do have a product road map, and maybe, just maybe, this will be possible. Out of our 500+ users, I can confidently say that at least half would like this to be fixed (or made a "feature").
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Saadet - Community Support, Official Rep

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Sure, Will! Hopefully I hear something. I agree, it would be really beneficial for all customers if this was implemented.
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Will Simon

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Were you able to reach out, Saadet?
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Saadet - Community Support, Official Rep

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I haven't heard anything yet :( 
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Will Simon

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Hey Saadet, can I ask why you deleted my question and your response to this thread from today?
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Will Simon

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Or, why someone removed it. Sorry, I shouldn't have assumed it was you...it could have been someone else. My apologies.
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Saadet - Community Support, Official Rep

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That is sooooooo weird! Our comments are not even showing up as if they existed at all in the Management screen, which they usually do if they were removed by a moderator :( Our vendor was having issues yesterday and I'm wondering if that has something to do with it! 

I don't quite remember verbatim what I said but let me try responding again :P

I spoke with the Product Team and they said that they are aware of the issue. They are still ironing out the roadmap for 2019, which needs to stay flexible in case unforeseen bugs/roadblocks present themselves. However, it is something they are discussing and I hope to learn more as they discuss this and other hot topics on the Community.
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Jan Ferguson, Channel Partner, Champion

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I agree with Saadet. I have received over 20 posts from other forums (not RingCentral) in the past two days, some even in foreign languages that I am not subscribed to! I don't know what kind of problems GetSatisfaction (the forum vendor) is having but they must be major.

They show me subscribed to RIngCentral THREE times! They have even subscribed me to a group forum that I have never heard of. I tried to contact GetSatisfaction to have them "unsubscribe" me but they said I had to contact that company (Justinmind). When I contacted "Justinmind" they said they don't show me as being subscribed to their forums and told me to contact GetSatisfaction!

You can see where this is going....Just leaving it the way it is since I'm not getting any posts from this "Justinmind" company anyway.

Frustrating!
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Saadet - Community Support, Official Rep

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Hey Jan, I've been experiencing the same thing as well! I have opened a ticket with GetSatisfaction and hope to hear something soon. I'll post any update I receive on this Update
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Will Simon

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Thank you for the info on both the topic and the forum issue, Saadet!
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Saadet - Community Support, Official Rep

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You're welcome, Will!
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Jeff Corwin

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Same issue here, would really like to see this fixed or some options ASAP.
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Will Simon

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Saadet, can you request an update with something more than "I don't know" from your Product Team?
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Ruslan Allahverdi

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This reply was created from a merged topic originally titled Split desktop app and mobile app as two different events..

It's really annoying that we can't use a mobile app just for checking voice mail. Why Desktop & Mobile App combined into one? In 'Call Handling & Forwarding' settings there is no way to control them separate.
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Ian Durey

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I just bought a desktop phone only to discover I can't make it ring first... seriously what is the point?  Why would I want my mobile app to ring first if I'm sitting at my desk?  I guess I'll just unplug it...
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Tonia

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This reply was created from a merged topic originally titled make changes to mobile app ring sequence.

We have been asking for this for a while now. Can you please fix the system so that you can rearrange the order in which the mobile app/desktop app rings? I have several times when i need my desk phone to ring first and then the mobile app. 
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David Greenwood

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We also have a need to set the hardphone to ring first, then roll (sequentially) to either the mobile app or the cellphone.  When will this feature be available?
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David Greenwood

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This reply was created from a merged topic originally titled Set call handling to ring hardphone BEFORE mobile app.

We have a need to set the hardphone to ring first, then roll (sequentially) to either the mobile app or the cellphone.  When will this feature be available?
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Saadet - Community Support, Official Rep

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Hey David, there is no ETA on this at the moment. I have brought it to our Product Team's attention and am hoping for a resolution. When I learn more, I'll update this thread!
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Doug Isaacson

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This reply was created from a merged topic originally titled split desktop app and phone app on incoming calls.

Have an option where you split up the phone app and the desktop app so that you can have one ring and not the other. My staff and I always have the main extention logged into so we can monitor text messages as a group. It would be nice for this main extention to ring only on my cell phone and not on everyone's desktop.