Control ring order of Desktop App and Mobile App.

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  • (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 5 years ago

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United Portraits

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This reply was created from a merged topic originally titled Ring my desk phone first, then my mobile ringcentral app.

So here's my problem.

The RingCentral app on the iPhone is great, because it is connected the phone system, making transferring very easy, parking calls, etc.

The problem is that I only see a setting to ring the app on the smarphone FIRST. I want the deskphone to ring, and then after a certain number of rings, ring the mobile app on my smartphone.

I can make it so that it rings the office first, but then when it "fowards" the call to my phone, it just rings like a normal number, and doesn't ring the mobile app. So if I need to transfer or park a call, I can't.

Any ideas? Am I missing something?
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Hope McCampbell

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Why has this not been fixed, it has been 4 years. I need this feature, it was the whole purpose of getting your service.
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Shay Hass

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Agree, This function should be available 
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Kim, Alum

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If you want the option to customize the order of how the devices ring, please VOTE in the upper right corner to request this.

(Edited)
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Trisha

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We have the same need, to ring the Desktop phones first, then the mobile app second....this seems like such a very basic call handling request, I find it baffling that it require "likes" to have this added to a future update, but if that's what it takes, then  +1 from me.
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Claudio (Customer)

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+1 from me.
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Renee Bugbee

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+100 - seriously doesn't make sense. Call my mobile and computer to see if I'm walking around before checking to see if I'm at my desk, then call my desk is hard programmed? I'm liking and commenting a bunch to try to move this up - this has been requested for over a year ?
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James Luster

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It's hard for me to believe this issue is so old and has still not been fixed.  I'm trying to fix it and came across this thread.  I need the phone to ring at my desk before going anywhere else, or at least be able to ring simultaneously on the app and desk phone.  Why are you forced to let it ring to your mobile app before your desk?
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Lee, Champion

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James, Under Call Handling and Forwarding if you set the order to simultaneously and then set the Desktop and Mobile app to 0 rings / 0 Secs they will ring at the same time. 
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JOE WEBER

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This reply was created from a merged topic originally titled Call Handling: Allow customizable time to have deskphone ring before ringing mobi....

I want when someone contacts my office line number (IP/Softphone/physical phone/SIP) (aka not my computer), it rings on my physical phone (above), THEN if I don't answer after 20/30
seconds (because I'm out of the office)...I want it to ALSO ring on the
Ringcentral App on my cell phone (simultaneously).

Steps
1) Call Rincentral office line, don't answer...then
2) Rings on Ringcentral App simultaneously incase out of the office
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Mark Adams

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This reply was created from a merged topic originally titled make the desktop app an option to ring second to the IP Phone.

make the desktop   app an option to ring second to the IP Phone , right now, the  desktop app rings first, 
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Jennifer Brabham

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This reply was created from a merged topic originally titled Desktop users want hard phone to ring first, then softphone.

Desktop users want hardphone to ring first, and then softphone (RingCentral app). Right now, it appears if you want desk phone to ring first, you have to turn softphone off completely.  Am I missing something ? 
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Naveen Avvaru

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This reply was created from a merged topic originally titled Call Forward Option [First Desktphone and then App].

After discussing with the tech team, I am writing this post. It looks like RingCentral does not have an option to define which one to ring first. The site has an option to ring mobile app first. I wanted to request the RC Engineering team to add this feature. The user should be able to define which one to ring first either desk phone or soft phone. I want the desk phone to ring first and if I am not available at the desk, my soft phone in the iPhone should get ring.
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EVANS

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This reply was created from a merged topic originally titled Allow specific ring order for deskphone, softphone and mobile app(s).

  • Account type : UK
  • Description of the business : engineering sales
  • Description of the product or feature being requested: Ability to select each endpoint independently, and select a ring delay of less than 5 seconds, where each endpoing is added to the simultaneous ring group.
  • Scenario: Select ring order and delay in the example order: softphone (2 secs), deskphone (3 secs), mobile app(s) (5 secs +).
  • Benefit: This allows the user to note an incoming call on their PC, then prepare to pick up the deskphone. If they are not at their desk, then the call will eventually reahc their mobile app. Currently, all three devices ring and there is a caucophony of ringing devices in an office where there are 4 users (and therefore 12 devices making a noise).
    Include any related case number if applicable
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REGISTER

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I am brand new to RingCentral and cannot believe there is not an option to choose which phone rings first?!  I would love to have the option to make my IP hard phone & Desktop app ring first and THEN my Smartphone second.  This would be very helpful for certain employees that are working in and out of the office that I have in a call queue group.  This way if an employee is out of the office and their Smart phone rings then they will know that all other employees are on the phone and will take the call.  As it is now, my employee in the call queue group outside of the office, turn their Smartphones to DND.
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Stephanie Huss

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This reply was created from a merged topic originally titled Can I have it ring to my desktop app and my mobile sequentially instead of simult....

When I get a call, it rings to both my desktop app and my mobile app simultaneously. Can I set it to ring sequentially? I would like it to ring first to my desktop and then to my mobile app if not answered.
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Shannon Brunston

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This would be great & also doesn't seem like it should be merged. This is a different request than this thread...
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Renee Bugbee

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I think it's different, but same: get rid of the "First ring: Desktop apps & Smartphones" hard coding, and make those two separate ringing options that could be on/off/delay individually.
(Edited)
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Liam Elliott

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Exactly! Separate the mobile and desktop apps so we can ring them sequentially, and allow us to ring the apps after the hardphone.
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Brian Quick

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This reply was created from a merged topic originally titled Calls on softphone app ring on mobile app. This needs to be separated, so when I....

Please separate differentiation between soft phone and smartphone app in settings where you can not take queue calls.  I don't want my mobile phone ringing while I'm at my desk taking soft phone calls!
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Eric L

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Agreed!  In my above post, I pitched the idea of being able to set Wi-Fi/location exceptions so that your mobile app won't ring while you're at home or the office.
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Brian Quick

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How do we ask it to be unmerged?
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Kim, Alum

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It was merged to allow for the ability to "customize" the device in how they ring, to include the Mobile App and Desktop App. Combining these threads helps our Product Team review all the details in 1 thread :-)
(Edited)
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Bob Pogue, Champion

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This reply was created from a merged topic originally titled Customize Call Flow: allow Apps and Handsets use the same call flow..

The iOS and Android Mobile Apps and the OSX and Windows Desktop applications

This applies to all of the customers I work with as a VAR.   The applications must ring before the handsets or not at all.   They should be able to ring at the same time, or we should be able to customize the call flow.  
This disparity is not intuitive to the end user and diminishes the value of the applications.    In order to achieve proper call flow it is necessary to either remove the handset or the mobile app from the equation.   I'm receiving numerous complaints about this from my end users.   Please address the issue soon.
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ORTHOPAEDICS, Champion

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It would be extremely useful to allow the smart phones to ring after the desk phone

This must be a constant scenario for many businesses:
When a user receives a call, they prefer to answer calls on their desk phone because they do not want to use battery life on their smart phone. But sometimes when they are not sitting at their desk, or are out somewhere else, they would prefer the call rings to their smart phone through the app. I know this could be similiarly accomplished by setting their cell phone number as one of the sequential dials, but the point would be to not use their own cell phone service and to use the company's RingCentral service.
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Chris Duquette, Champion

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just wanted to bring this back up as i thought it would be a great idea. calls should hit my deskphone forst prior to my apps, or in any order i choose. i shouldnt have to have my cell app and desktop ring at the same time or wait for a call to not be answered on my cell to make it to my desktop. right now i just turn on or off my cell app forwarding depending on where i'm sitting. also the intercom feauture also follows this ringing, so when i intercom to my bosses office, his cell rings then his intercom answers, these type of things make the call handling seem clunky.
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Bradley Mendel

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I agree 100%.  The desktop app, mobile app, and deskphone should be able to be set however you would like.  Most people probably would like their deskphone to ring first, then mobile phone and possibly have the mobile and desktop app ring at the same time.    
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Chris Duquette, Champion

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this request is like 3 years in the requesting, any update for us on this?
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Brian Quick

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I agree.  Everyone watching this should try to comment to find out the status.  The app is unusable to me for this reason.  Not to mention, I have to force close it to stop it from ringing when my desktop and soft phone ring at the same time.  Come on RING CENTRAL.  Get going!
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JD

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Yep, definitely something we need... I don't even understand why it wasn't programmed that way to begin with? Seems like they went out of their way to separate it for some reason.
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Pete

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What's the point of voting if, after 3 years, we see features added nobody wants (Glip, for example) but basic functionality additions like controlling where calls ring are ignored?  I mean, you're a software VoIP company, this should be bread & butter stuff.

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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Stephen Bianchi

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Fully agree with Pete.  Ringcentral is for sure not the most economical option and we should see more rollouts of features people are asking for.  
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Chris Duquette, Champion

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the company and mods on the board actually do a great job at responding / addressing issues brought up on here, in my experience. I use glip everyday in my company to schedule tasks and stop for my techs. some requests im assuming are easier to institute than others, so they take careful planning, testing and implementation. they're not going to just throw stuff onto their world wide platform at everyones whim. yeah its annoying that things that seem easy arent here but the only way to make it better is to bring it up and see what happens. (yes its been brought up for 3 years im aware.)
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Pete

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So what you're saying is bring it up and be ignored: Done. We all did this.

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.
(Edited)
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GADDY

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I could not agree more. RC is perfect example of where customer service has gone today. We are still one of the service companies that still answer with a live person that has the ability to not only take a work order request, but can field a complaint, look up an invoice, check status of work order all without transferring the call.

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.
 
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Chris Duquette, Champion

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keep this at the top of the board and we'll see what type of answer we get.
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Jay Nichols

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It isn't rocket science, it should be fairly simple.  Keep voting and keep squeaking, maybe something will get done.  Or, the best voting is with your feet.  At the end of the contract, walk away.  I've been told by my boss that she isn't at all happy with RC (dropping calls, can't answer calls, phones won't ring..... and we have only 3 phones!)  I've been told to find another vendor.  Preferably one that listens to its CUSTOMERS!
Exactly! Relatively easy fix. Right with ya.
yes!! please add this. It is rather goofy that the default is the way it is. All customers i deal with hate it. And the default "wait 5 secs before fowarding" also needs to be fixed. 
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Edward

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This reply was created from a merged topic originally titled Feature Request: Add the mobile app as an available forwarding option.

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?
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Edward

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Hi Jan, thanks again for your input. Unfortunately, this really doesn't work.

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
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J.B. Ferguson, Champion

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Edward and Karim,

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.
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Danno, Champion

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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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Edward

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Hi Danno,

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.
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Danno, Champion

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No problem.  Just sharing my work around. 
.
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Chris Duquette, Champion

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any news on when we can start to separate cell ringing and app ringing? and set the order across all devices? 
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Saadet - Community Moderator, Official Rep

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Hello Chris,

Sorry, we don't have an ETA at this time regarding if/when the feature will be available.
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Jay Nichols

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There probably aren't "enough" customers who want this.  That's the usual answer.  #customerservice
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BOBO

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We need to be able to make the desk phone the first thing to ring, not the computer and smartphone, however, I also need to have the ability to answer my smartphone when I am out running errands.  I could change this every time I get up from my desk but that doesn't make sense with this technology. Please make it possible to choose this for our individual needs. 
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Jay Nichols

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I just have the system set up to ring the desk phone and smartphone app simultaneously.  I can answer either.  Yes, it's a pain to hear my cell phone go off when I get a call, but it is functional.
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BOBO

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We have our whole system for the whole company on so if I put on simultaneous it rings all our departments so for our office simultaneous is not functional.  Thank you for the feed back.
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Tim Yandell

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This reply was created from a merged topic originally titled Feature Request: Allow the Desktop App and Smart Phone to be relocatable in call....

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.