User Settings: Call Flip between devices - from Desktop App, Mobile app, and Deskphone

  • 2
  • 27
  • Idea
  • Updated 2 years ago
  • Implemented
  • (Edited)
Call Flip between devices:  It would be great if a VOIP call can be initiated from the RingCentral Mac Desktop app and then flipped to the RingCentral mobile app on iPhone. 
Photo of ringcentral_user

ringcentral_user

  • 520 Points 500 badge 2x thumb
  • I wish this was already implemented.

Posted 4 years ago

  • 2
  • 27
Photo of Kim

Kim, Alum

  • 43,854 Points 20k badge 2x thumb
Please VOTE in the upper right corner if you would like to see the ability to Call Flip between all your RingCentral Devices added. 
(Edited)
Photo of Tony Dye

Tony Dye

  • 360 Points 250 badge 2x thumb
This reply was created from a merged topic originally titled User Settings: Call Flip Softphone to cell app.

Most of our users are softphone users. We have only a handful of hard phones. Most of our users are also Smartphone user with the softphone app installed. We'd really like to be able to distinguish the desktop smartphone from the mobile smartphone. Specifically, we'd like to be able to flip a call from one to the other (either direction).

Bonus would be to allow a different ring sequence for the two different smartphones, such as first ring on the desktop softphone and after xx seconds ring the mobile smartphone.

Perhaps related. Some of our users work at different computers at different times. I'd like to find a way to be legitimately registered on more than one computer at a time. I personally switch back and forth from PC to Mac many times during the day. I want my softphone to be wherever I am.
(Edited)
Photo of Keith Hanley

Keith Hanley

  • 160 Points 100 badge 2x thumb
i use the park feature for that. i park a call on the pc desktop app and then pick up the park on the iphone mobile app. Or the other way if the call is originated on the mobile app.
Photo of ROME

ROME

  • 62 Points
We are trying to set this up as well but it doesn't seem to be working. That's when we found out that this feature is currently not supported. I does not work when we flip a call from Mobile App (iOS) to a Desktop App. If you can please have this added in your updates then it would be really helpful for your customers. 

Cheers!
Photo of Paul Mulcahy

Paul Mulcahy

  • 102 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled User Settings: Call Flip between devices.

This reply was created from a merged topic originally titled Call Flip From Mobile Phone to Polycom Phone.My Ring Central number goes to my mobile phone. I can transfer from my mobile to my boss's mobile associated with Ring Central. It would be a nice feature if I could call flip with *# to the Polycom phones on our account without those lines ringing when my extension is dialed. Make the other lines active only when I press *#. Very limited with call transfers from a mobile phone.

Note: This conversation was created from a reply on: User Settings: disable hold music on call flip on Conference Calls.
Photo of scott Ashenden

scott Ashenden

  • 188 Points 100 badge 2x thumb
It would be useful to start or pick up a call on my PC Desktop softphone, then be able to transfer to the mobile app and then iff required flip back to the desktop, I have seen other Cloud based solutions that offer this solution. 
Photo of BUENDIA

BUENDIA, Alum

  • 536 Points 500 badge 2x thumb
I have a customer that wants to flip calls from deskphone to mobile application. hope we could implement such feature in the near future,
Photo of J.B. Ferguson

J.B. Ferguson, Champion

  • 37,222 Points 20k badge 2x thumb
Official Response
That functionality is currently available. Here's part of the information from the Knowledge Base article:



Using the Call Flip feature


RingCentral Deskphones:
When you are on a phone call, press the asterisk key (*) and a
number corresponding to the device to which it is assigned in the Call
Flip list. The call is transferred immediately to that device. For
example, if you have the number 1 assigned to your mobile phone,
pressing *1 while you are on a call on your RingCentral deskphone, will instantly transfer the call to your mobile phone.

Here's the link to show you the remainder of the article including how to set up Call Flip and how to switch from Deskphone, Desktop app and Mobile app to and from each of those devices.

https://support.ringcentral.com/s/article/Calling-Features-How-to-use-Call-Flip-for-instant-call-forwarding?language=en_US
(Edited)
Photo of ringcentral_user

ringcentral_user

  • 520 Points 500 badge 2x thumb
This feature IS NOT currently available.
Photo of J.B. Ferguson

J.B. Ferguson, Champion

  • 37,222 Points 20k badge 2x thumb
Correct...in that it will not transfer/flip to the RIngCentral mobile app. It will only flip to the cellular/mobile phone, which will not give you all the functionality of the RingCentral app.

The information in the Knowledge Base article cited above does correctly state that "... while you are on a call on your RingCentral deskphone, will instantly transfer the call to your mobile phone." ... NOT your RingCentral mobile app.
Photo of ringcentral_user

ringcentral_user

  • 520 Points 500 badge 2x thumb
Thanks for clarifying the problem Jan. This topic is a precisely a feature request to enable the call flip transfer to the mobile app to address the missing functionality you mentioned.

I hope that anyone who reads this thread understands clearly that we are suggesting a NEW FEATURE to enable call flip from softphone to mobile app because the existing functionality to flip to mobile phone is not what we want. 

For me at least the primary reason of having VOIP service is to avoid using my mobile phone service in the first place. Suggesting that flipping a VOIP call to my cel phone is a satisfactory solution misses the point completely of this feature request.

If you can please communicate this requirement clearly to the RingCentral product development / engineering teams that would be great. I just want to make absolutely sure that you understand the feature we are looking for because it was not clear to us that you do.
(Edited)
Even if the call can not be flipped because of limitations of a mobile app, the ability to grab an active call from Mobile app might be helpful.

As an interim work around, parking a call and dialing the park extension from mobile app seems to be working.
Photo of Chris Duquette

Chris Duquette, Champion

  • 16,658 Points 10k badge 2x thumb
call flip is great, i haven't tried it too much, but if i want to flip from a desk phone call to my iphone app how would that work out? cause there's no cell app option to add just my personal cell number, or could i plug in my direct ringcentral line?
Photo of J.B. Ferguson

J.B. Ferguson, Champion

  • 37,222 Points 20k badge 2x thumb
Check out the link I provided above. You set it up under your extension, which should also be your DDL extension so you can log in under that in your mobile app, and then you can flip to your mobile phone as they describe in the article (and as I copied in my post above).

RingCentral Deskphones:
When you are on a phone call, press the asterisk key (*) and a number corresponding to the device to which it is assigned in the Call Flip list. The call is transferred immediately to that device. For example, if you have the number 1 assigned to your mobile phone, pressing *1 while you are on a call on your RingCentral deskphone, will instantly transfer the call to your mobile phone.
Photo of Christian Theodore

Christian Theodore

  • 60 Points
This feature has NOT been fully implemented. Because the mobile app is not recognized as a "softphone" under the 'Phones and Numbers' tab, you cannot flip to the mobile app on your own extension. The only workaround would be to flip to your personal cell number, which is not the same function.

Please make a request to list the mobile app explicitly as a softphone on the settings dashboard so users can manage it more effectively, and change the status of this forum post to Not Implemented
Photo of ringcentral_user

ringcentral_user

  • 520 Points 500 badge 2x thumb
Hi Chris, to use Call Flip you have to setup a forwarding number, and unfortunately it is not possible to use a RingCentral number as a forwarding number. If you try, you will get this error message:

"Forwarding phone number cannot be the same as your account number or any additional numbers. Please go to Call Handling and Forwarding and remove the number XXX-XXX-XXXX."

We are trying to request a new feature to enable the RingCentral mobile app to be listed as a forwarding number, but currently this is not possible. 
Photo of Chris Duquette

Chris Duquette, Champion

  • 16,658 Points 10k badge 2x thumb
yeah i know, you can flip to your personal cell but not your app. 
Photo of ringcentral_user

ringcentral_user

  • 520 Points 500 badge 2x thumb
Hi Jan, thanks a lot for your reply. As the original poster who suggested this idea, we have been waiting patiently for 2 years for an official reply on this feature request, so it's good to see your response.

I tried to follow your suggestions and I'm still not able to flip a call from RingCentral for Mac (softphone) to RingCentral app on my iPhone. Please note I do not have a desktop phone and I am not looking to forward any calls to cellular numbers.

In the RingCentral admin portal my user account has Call Flip configured with 2 phone numbers, my main company number with IVR and my direct number (which is a RingCentral number).

I am logged in to both the RingCentral softphone on my Mac and the RingCentral mobile app on my iPhone with the same direct number / extension. When calls come in, I get the call on both the softphone and mobile app at the same time, as expected.

Here's what I tried to do:
  1. I made a call from RingCentral for Mac softphone application.
  2. While the call was in progress, I clicked Flip Call and selected my direct number.
  3. The softphone app attempted to dial my direct number.
  4. The incoming call notification appeared on my Mac via the RingCentral softphone.
  5. The incoming call notification DID NOT appear on my iPhone via the RingCentral app.
I expected the call to ring on the RingCentral app on my iPhone as well however since it didn't, I am unable to flip the call from softphone to mobile app. The call simply keeps ringing on the softphone app.

Here's what I want to do:
  1. Make a call from RingCentral softphone on my computer.
  2. Flip the call to RingCentral app on my iPhone.
Please note, and let me clarify this in addition to Christian's comment above, we are NOT looking to flip from softphone to cellular (a.k.a. mobile phone). Yes we know this feature is already implemented.

What we are looking for is to flip from RingCentral softphone to RingCentral mobile app. This feature, to the best of my knowledge, is not implemented.

Can you please explain how we can accomplish this?

Thanks.
(Edited)
Photo of J.B. Ferguson

J.B. Ferguson, Champion

  • 37,222 Points 20k badge 2x thumb
Yes...I do realize the issue. I should not have stated that the functionality is already present, as it is NOT fully implemented to ring the mobile application. I am a RingCentral Partner (not an employee) and I've been a RingCentral customer for over six years.

I copied the Knowledge Base article which clearly states that it will ring to the mobile phone...NOT the RingCentral mobile application. My intention was to show that you could get the phone call, although you would not have all the functionality of the mobile app. My error was in not fully stating that difference. I apologize for that.

I don't know if the requested functionality is on RIngCentral's list of features to implement and/or correct (in this case).
Photo of ringcentral_user

ringcentral_user

  • 520 Points 500 badge 2x thumb
Thanks for the follow-up Jan. In this case can you please edit/remove your original comment as it gives the impression that the feature is currently available, which it is not.

We can only hope that our pleas do not fall on deaf ears at RingCentral as this (and other common sense features such as call waiting!!!) are still not available despite years of patient waiting, so let's not give the impression that the feature is available when it certainly is not.

This is a clear indication of the immaturity of VOIP, which lacks basic features but excels in superfluous ones, when compared to traditional phone systems. This is ironic given the ease of introducing new features in a software-based telephony environment. Unfortunately it puts users who want to avoid exorbitant cellular fees and land-locked deskphones for business at a significant disadvantage. 

My coping strategy has been to accept and move on... when this topic gets an occasional update there is a glimmer of hope but sadly it quickly fades away. Maybe in 10 years we will have decent, reliable, full-featured VOIP systems to supplant the hegemony of the mobile telecom industry and liberate mobile workers. Until then, I guess I will stick with RingCentral as there is really no other choice in the marketplace today. This fact only makes the problem worse as RC has nothing to lose by not implementing customers' feedback.

Anyway, rant over, thanks again.
(Edited)
Photo of J.B. Ferguson

J.B. Ferguson, Champion

  • 37,222 Points 20k badge 2x thumb
Unfortunately I can't do that, or I would already have done it. You can only edit or delete comments after a shirt amount of time.

If people are reading this entire thread, they will pick up everyone's comments that it is not fully functional, as well as my last post to you.
Photo of Chris Duquette

Chris Duquette, Champion

  • 16,658 Points 10k badge 2x thumb
yeah flipping to the app specifically would be much better than flipping to my "mobile" because i then can't flip back to my desk phone or soft phone.
Photo of ringcentral_user

ringcentral_user

  • 520 Points 500 badge 2x thumb
True, and if (like me) you are using your desktop computer for any CPU and network intensive work but also use it for CRM stuff, then you know that making a VOIP call through your computer is not viable because of processor and bandwidth limitations that adversely affect audio quality.

When I make VOIP calls I want the audio quality to be as clear as possible, so I prefer to use my mobile phone to make the VOIP call with the RingCentral app, however I use a CRM product on my desktop and want to initiate calls from there, then flip to mobile app to continue the call while freeing up my computer from sharing CPU/bandwidth with a VOIP call.

The problem is not so much that I can't use my computer for doing other stuff while making a VOIP call with RingCentral softphone, it's that VOIP calls are way too sensitive to fluctuations in CPU, memory and network bandwidth availability caused by the other stuff I'm doing with my Mac. That's why I need a way to flip to mobile app after initiating the call on my desktop.
(Edited)
Photo of Chris Duquette

Chris Duquette, Champion

  • 16,658 Points 10k badge 2x thumb
i agree 100%, the app should act as a mobile extension fully.
Photo of Piotr Sikora

Piotr Sikora

  • 112 Points 100 badge 2x thumb
My solution for the lack of this functionality is simple: make a blind transfer to your extension number.
It cause all the "endpoints" start ringing (mobile app, softphone, deskphone) and you can pick-up the call on any "endpoint" you need at the time.
@Chris: You can 'Call Flip' back from a mobile phone with the same *1/2/3 like you would from a desk phone. Yes, the ability to flip to mobile app would be really helpful, but at least fillping the call back to desk phone or desktop soft phone is an option.
Photo of roofing

roofing

  • 84 Points 75 badge 2x thumb
This feature was brought to attention 2 years ago and it still has not been addressed nor implemented...
(Edited)
Photo of ringcentral_user

ringcentral_user

  • 520 Points 500 badge 2x thumb
Hi all,

I just installed the latest version of RingCentral for Mac (v9.2.4.27921). Good to see an update from the RingCentral team! The email that went out on August 2, 2017 was promising, it said:

New Call Flip options        
Soon you can transfer a call from the desktop app to any 10-digit number you enter, rather than only a pre-programmed phone number. This gives you the flexibility to flip a call to your mobile device without hanging up. Learn more about this new Call Flip functionality.        
Available for RingCentral Office desktop application users on August 31, 2017.
I just tested it out, hoping it would fix this issue. Unfortunately the problem is still there, no way to flip from desktop to mobile app. The only change I can see is that I can enter a custom number to flip to on the desktop app. If I enter my RingCentral extension it rings the desktop app again, but no notification on mobile. 

Someone mentioned blind transfer... how does that work? Any updates from RingCentral on this feature request? Will this get implemented eventually?

Thanks.
Photo of Saadet - Community Moderator

Saadet - Community Moderator, Official Rep

  • 67,580 Points 50k badge 2x thumb
Hey there!

We now offer Call Switch which is what you are looking for :) Check out the User Guide and click on the Call Switch section in the Index
Photo of ringcentral_user

ringcentral_user

  • 520 Points 500 badge 2x thumb
AWESOME!!!! Thank you so much RingCentral!! :-)
Photo of Saadet - Community Moderator

Saadet - Community Moderator, Official Rep

  • 67,580 Points 50k badge 2x thumb
You're welcome! :)