Unable to Answer Incoming Calls - Android Mobile App

Hello Everyone,

We have a small business and only have one deskphone. Then we have a user with an iPhone (me) and a user with an Android who are both using the mobile app. If I am on a call with my iPhone and a RingCentral app call comes through, I am able to answer the RingCentral call. It automatically puts the iPhone call on hold. However, if the Android user is on a personal cell call and he receives a RingCentral app call, he is not able to answer it. Instead, if he clicks "answer" a message pops up stating:

"Answer Call: You are currently on an Android phone call. To answer this RingCentral call, please end your Android phone call."

Has anyone else had this issue and figured out how to fix it? It is extremely important that we are able to put the personal call on hold and answer the RingCentral call if this happens.

I just spent an hour on the phone with RingCentral Customer Support. Although they tried to figure out what was going on, all they could state was that it must be something on the phones setting, which is what I figured was the issue. However, I cannot figure out which setting it may be.

Any assistance is appreciated. Our phones port over tomorrow and we're trying to avoid having to deal with this.

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Same issue here.. if they have no answer for this, there is a real issue with their service. In my experience, about 95% of RC calls are spam anyway. Let it go to voice mail or do what I do, forward all calls to mobile. I have NoMoRobo, so when the RC call does not ring on my mobile, it is usually spam.

Same exact issue here - after a call to ring central support they were unable to resolve this issue. It is a major issue since the office manager is the one who has the android phone (Samsung S24) who is unable to answer ring central calls while on a call to his cell phone number!!

Here's some other things I have tried:

Ring central support got me connected to Samsung support who remoted into my android phone and changed the phones internal settings and cause the phone to no longer ring during a cell call when receiving ring central call. (I resolved this myself by going into the apps permissions and allowing all access to the phones permissions after the Samsung support rep hung up on me in the middle of the call).
Changing the default phone dialer app from the default “phone” app to ringcentral phone app.
on Internal phone settings> Enabling voip calling over WIFI
Spoke to a manager at ring central support and they also hardly understood the issue I was having when it was clearly explained - They were no help as well! All they said is that they will make a feature request for android phones to have this functionality in the future but they couldn't confirm the issue with the development team and was uncertain when or even if a solution would be provided in an update!
Not tried yet: according to chatgpt if your phone has dual sim card capabilities (like the samsung s24 does) and you install 2 sims from different carriers then you can somehow configure the ring central app to use 1 sim while the cell phone uses the other sim and you will then be able to handle multiple calls on the ring central app while maintaining a call to your cell phone number but I have not tested this and am unsure if this idea will even work. Something tells me it will not work which means there is currently no viable solution to make the ringcentral app usable for ANY android phone user!

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