Question

"Transfer Now" Sending to Voicemail Instead of Ringing

  • 26 July 2019
  • 2 replies
  • 637 views

I have one user that uses "transfer now" from the IOS RC app and it will not ring on the recipient's phone, only go to voicemail. Is this a setting for her user account? Nobody else is having this issue currently. This happens to every end user she tries to transfer to so I believe it is a setting in her account not the recipients.


2 replies

Hey Lauren,

Did you still need help? If so, could you walk me through the exact steps the user is taking? I wonder if she's missing something
Good afternoon.

Thank you for the follow up! Upon testing with a few other employees we have determined that this is an issue with the "RingCentral" app for IOS. When your phone goes to sleep (like everyones does typically after about 30 seconds of inactivity) the app changes your status to invisible and sends all transfers directly to voicemail. Incoming calls ring through just fine, but transfers go direct to voicemail. This only happens when you do not have the app pulled up and live on your phone. 

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