Calls to cell phone # interrupt the connected call on Mobile App.

  • 8
  • 46
  • Question
  • Updated 2 years ago
  • Answered
  • (Edited)
We can be chatting away to a customer, when a new call comes in. It puts the call we were on, on hold while giving the option to accept or decline the new call.Aren't all calls supposed to go to voicemail??? This is a pain, we are coming across as RUDE.
Photo of Stephanie Leman

Stephanie Leman

  • 510 Points 500 badge 2x thumb

Posted 6 years ago

  • 8
  • 46
Photo of Kim

Kim, Alum

  • 44,064 Points 20k badge 2x thumb
Official Response
If you are on a call on the RingCentral iPhone App and a call comes into your regular cell phone carrier, the call on the RC App will get pushed to the background.  The RC app acts like any other app and the primary call to your cell phone will always that priority and close (move to the background) any other app that you are have open.  

Think of it like this....if you are playing on the Angry Birds App and a call comes into your primarily cell phone, the Angry Birds App moves to the background and the call takes priority.  
Same concept applies to the RC App.

This is the design of the cell phone. 
Photo of Ted


  • 870 Points 500 badge 2x thumb
Official Response

Chuck and Kim are correct that the behavior is controlled by the native operating system.  As the OS takes over control of the app running in the foreground, it will also take control over the audio stream.  It will only release the audio stream once the native (cellular) incoming interruption has completed its task.

Apple does not provide VoIP app developers with API’s to be able to control and prevent native interruptions.  Starting with iOS 8, Apple has started to introduce some functionality specific for VoIP apps, but unfortunately still no capabilities to prevent native interruptions.  We’re hoping this is a sign that Apple will one day provide API’s to allow VoIP apps to have full control in a future iOS release.

In the interim, here’s some options to continue to use your RingCentral number for calling (inbound and outbound) and not have to give out your personal cellular number.  Your inbound and outbound calls will be cellular calls, not VoIP, so if you receive an incoming native call to your personal cellular then iOS will give you control to handle the call as you’d like.

Inbound Calling Setup:

1) Setup a call forwarding rule to your personal cellular number.  You can do this in the “Call Handling & Forwarding” setting in the RingCentral mobile app by going to Settings->Extension Settings->Call Handling & Forwarding 

   Or from the website by going to Settings-> ->Call Handling & Forwarding

2)   To make it easy to identify this is a business call to your RingCentral number you can do the following.

From the RingCentral mobile app go to Settings->Extension Settings->Call Handling & Forwarding->Incoming Call Information

Or from go to Settings-> ->Call Handling & Forwarding->Incoming Call Information

   a) Add a prefix to the beginning (or end) to the incoming caller ID. 

   b) If you want, you can control it so it only displays the prefix on non-RingCentral phones, like your mobile device.

Outbound Call Setup:  Use our RingOut functionality, by turning off “VoIP Calling” in Settings in the RingCentral mobile app. When you place a phone call from the app, it will place the call as a cellular phone call, but will continue to show your RingCentral phone number as the Caller ID (not your personal cellphone number).

P.S.  Google Voice forwards inbounds calls over the cellular network and places outbound calls as cellular calls.  The Google Voice app does not place VoIP calls.  Since they are cellular calls this is why incoming native cellular calls
Photo of Mike

Mike, Official Rep

  • 94,910 Points 50k badge 2x thumb
Official Response
Just letting everyone following this thread that there is now some new CallKit functionality.  You can view these new articles for details. 

Call Interruption on iOS

iOS10 CallKit Support