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.
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?
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 :(
We’re having this issue now as well with the Android app. The app will show missed calls, but it will not ring as it used to. I can forward calls to the cell number, but that defeats the purpose of having the app.
We’re having this issue now as well with the Android app. The app will show missed calls, but it will not ring as it used to. I can forward calls to the cell number, but that defeats the purpose of having the app.
I recommend submitting a Support case for this specific issue. By doing so, our technical team can thoroughly investigate the problem. Please create a ticket at https://support.ringcentral.com/new-case.html.
we have been having a lot of issues. missed calls , if a call is forwarded to my cell I can hear them but they cant hear me.
