Skip to main content
Question

Calls Not Ringing, Results in Missed Calls - RC App

  • 22 September 2023
  • 3 replies
  • 3436 views

Some users just suddenly started not receiving calls but instead calls are just showing up as missed calls. Uninstalling and reinstalling the app temporarily fixes the issue but it returns within a short time. These same users are also experiencing the issue with their RC apps at home on their laptops (work laptops at home and desktops in the office). They are not set for call forwarding and don't have any after hours set up.

Any suggestions on how to correct this issue? It's been working fine for a few weeks then this started happening this morning.

3 replies

W
is it possible they are tweaking some of their settings to avoid work ...

you are saying it is not
-after hours (hope you've checked on all levels - Users, Call queues, Auto-receptionist)
-no forwarding (doesn't sound like it, but still its good to check on all levels)

also you need to check:
- people are not setting themselves to DND
- people are not disabling Call queue calls (if you are using call queues)
- no custom rules, (if you need custom rules, temporarily disable them to rule them out as a cause)
- actual call handling on user level (check app is enabled, ringing for 30sec or longer)
- in the app settings, make sure auto-answer calls is disabled.


I

We are seeing the same exact thing. The app on a mobile device is working for us, as well as the RC Phone app on a computer. Are you able to test to see if these work for you?

S

We are experiencing the same issue with a user on an current model Samsung Galaxy.  We noticed that the Android was not receiving calls in the Ring App (other calls to the cell work fine and Internet access was not an issue).  When we opened the app, it was the latest version from the Google Play store, *BUT* we noticed a green message banner (no screenshot, sorry) that had a message about the App being updated.  It was not asking for us to update the app, rather informing us that it was updated.

Once we ‘cleared’ the green banner, the users phone calls began to appear again on the Android App.
The user never noticed this as they only receive calls on their mobile device and rarely go into the App on their phone.

We experienced the same problem on a second phone (also Android) and we opened the app, cleared the green message banner and that phone also started to accept calls.

It was like the phone-app was disallowing any incoming calls until someone opened it on the phone and clicked that green banner.  Not a good thing if this is going to happen each time the app updates since the users never go into the app :(

Reply


Terms & ConditionsCookie settings