Welcome to the RingCentral Community

Make sure to review our Terms of Use and Community Guidelines.

Please note the community is currently under maintenance and is read-only.

Home » Users

Call Forwarding/Call Handling not going to mobile app

Tags: call handling, call forwarding

Nov 5, 2020 at 3:14pm • 3 replies • 0 likes

Tim Davis

We have set a users extension up to simultaneously ring another users extension so it can be answered if the user is unavailable. We have found that doing this through call handling will only ring the desk phone of the user that it is being forwarded to and not the desktop or mobile app. Support says that is the expected behavior which makes no sense to me.. If the desk phone can ring, why is the mobile app and desktop app not ringing. Does anyone know a workaround for this other than using IVR and call queues?

Anirban on Nov 5, 2020 at 3:54pm • 0 likes

If support team is saying that then it must be the expected things they have implemented.

You can write your issue with the features you have at community.support@ringcentral.com

After discussion if you think this is still missing, you can further share this as new feature idea here: https://ideas.ringcentral.com/

2 Answers

katherine-mayo answered on Feb 4, 2021 at 8:30am

@Tim Davis were you able to figure this out. As we are in the same boat, we have an ext.Direct # that we use for an oncall # and the forwarding ext/Direct # changes all the time, but staff are remote, so they are using the Deskop/Mobile app as their phone. And in the call handling, the desktop/Mobile app is the first destination of the call.

Mary-Community_Moderator on Feb 4, 2021 at 8:53am • 0 likes

Hi @katherine-mayo, Jenn's suggestion is the work-around for this.

Jenn-Community_Moderator answered on Nov 17, 2020 at 8:36am

Hello @Tim Davis, it would be better to add the user into a CALL QUEUE rather than a call group under user extension to receive it through their mobile app. Thank you!

A new Community is coming to RingCentral!

Posts are currently read-only as we transition into our new platform.

We thank you for your patience
during this downtime.

Try Workflow Builder

Did you know you can easily automate tasks like responding to SMS, team messages, and more? Plus it's included with RingCentral Video and RingEX plans!

Try RingCentral Workflow Builder

PRODUCTS
RingEX
Message
Video
Phone

OPEN ECOSYSTEM
Developer Platform
APIs
Integrated Apps
App Gallery
Developer support
Games and rewards

RESOURCES
Resource center
Blog
Product Releases
Accessibility

QUICK LINKS
App Download
RingCentral App login
Admin Portal Login
Contact Sales