We are experiencing a recurring issue in the RingCentral app affecting one of our users. At random times, when she manually types a phone number into the dialer, the call does not go through, she can not even initiate a call.
Here are the specific behaviors we’re seeing:
• She types a full phone number and presses Enter → Nothing happens (no call starts)
• When typing the number, the suggested contact bar underneath sometimes auto-populates with another employee’s internal line (mine)
• The suggested internal number is not even remotely similar to the number being typed
• This incorrect suggestion overrides the ability to place the outbound call
• Refreshing the app or retyping does not always fix it immediately
• The issue happens intermittently, generally a couple times a day. It will occur with numbers that worked fine before, not the same numebrs.
Impact:
This is interfering with outbound calling workflows and causing delays when trying to reach customers.
User Affected:
Beverly (primary),
What We’ve Tried So Far:
• Retyping the number, adding a +1 at the beginning, restarting ring
• Waiting and trying again later
• Issue eventually resolves randomly but continues to return
We’re looking to understand:
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Why an unrelated internal extension is being suggested
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Why manually typed or copy and pasted numbers sometimes fail to initiate calls
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Whether this is a known bug, cache issue, or account/device conflict
