Softphone - unable to ignore calls

Question

question

William May asked Mar 26, '15 mike answered Apr 9, '15

Softphone - unable to ignore calls

When I try to Ignore an incoming call by clicking the Ignore button, it does not appear to have any effect. My phone continues ringing. 1. I am running the most current version of the RingCentral Softphone client. (7.0.5.11608) 2. [Alt] + I has no apparent effect 3. I have restarted my instance of the RingCentral softphone and the behavior persists

topic-default

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Answer 1 · 2015-03-26T18:01:17Z

mike answered Mar 26, '15

Does the SoftPhone actually continue to ring? Or do you have a deskphone that rings? The ignore button basically just mutes the ringer on the SoftPhone.

If the SoftPhone does continue to ring, there there's something strange going on and you can Open a Case open a case so our team can look into this for you.

Here's a short overview of the RingCentral Pre-call Controls

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Answer 2 · 2015-03-26T18:33:44Z

robbenn-frenette138 answered Mar 26, '15

Mike, I slo get the same problem with the soft phone.

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Answer 3 · 2015-03-26T19:00:24Z

regina213 answered Mar 26, '15

Me, too.
Latest desktop app

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Answer 4 · 2015-03-26T19:20:10Z

mike answered Mar 26, '15

This is odd as it works for me so we'll need to figure this out for you all. Go ahead and open a case with the link above and include what machine you are using and the OS, is. Mac or PC and which OS.

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Answer 5 · 2015-03-27T18:38:19Z

will-may answered Mar 27, '15 mike commented Nov 27, '17

Silly as it sounds, I thought I heard that monitor configuration exposes this bug. Specifically, this bug is exhibited in multi-monitor setups where different resolutions are in use simultaneously. I don't recall whether I've validated this or not.

5

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

mike commented · Mar 27, 2015 at 06:42 PM

Hi Will, I'm not quite sure what sort of configuration or setup you are talking about. Can you further explain what you are referring to?

1 ·

mike commented · Mar 27, 2015 at 07:07 PM

Yes, thanks Will. I've never heard of that being an issue before. Rob or Regina, Do either of you have more than one monitor with different resolution settings?

1 ·

robbenn-frenette138 commented · Mar 28, 2015 at 11:57 AM

Mike, no I don't. When using the softphone on my cell, and if I get either a Group (where it rings several exts at once), or a call directly, and press ignore it just keeps coming up. At times, I have to sign out of the app to make it stop.

1 ·

mike commented · Mar 30, 2015 at 04:39 PM

So this happens on the Desktop Softphone as well as the mobile app? If so then yes I would open a case so it can get escalated.

1 ·

will-may commented · Mar 27, 2015 at 06:53 PM

I'm referring to a workstation with multiple monitors where the monitors are configured with different resolutions. Is that the clarification you needed, or are you looking for a different detail?

0 ·

Answer 6 · 2015-03-27T19:18:36Z

regina213 answered Mar 27, '15 mike commented Nov 27, '17

Hi Mike, Yes- 2 monitors with different configurations.

3

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

mike commented · Mar 27, 2015 at 07:21 PM

Thanks Regina. Rob let me know if it's the same scenario for you too. If so, Will's theory is likely correct.

1 ·

regina213 commented · Mar 30, 2015 at 04:41 PM

Yes, this is happening on the desk top app for me. But in the world of Ring Central issues, this is not one that important to me at this time. But I'll be happy to see how it will be resolved.
Thanks!

1 ·

mike commented · Mar 30, 2015 at 04:45 PM

Regina, if it's disruptive and causing you problems you are welcome to open a case. Open a Case

1 ·

Answer 7 · 2015-04-07T20:27:55Z

TJ Murray answered Apr 7, '15

This reply was created from a merged topic originally titled Phone keeps ringing after I hit ignore. The ignore button doesn't seem to work on my phone, here's what happens

1) Call comes in
2) I hit "Ignore"
3) Phone mutes for ~5 seconds
4) Then it starts ringing again

Not seeing any settings that will address this issue. Nobody else in the office is having this problem, and we all use RingCentral phones.

Help??

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Answer 8 · 2015-04-07T20:56:15Z

TJ Murray answered Apr 7, '15 mike commented Nov 27, '17

I don't understand why my thread was merged with this one. This is NOT the same issue I'm dealing with.

My problem is that the "Ignore" button is supposed to mute the phone, but that isn't happening. It only mutes it for 5 seconds, then the ringing becomes audible again. THIS is the problem.

Very frustrated, please advise

TJ

9

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

mike commented · Apr 07, 2015 at 09:03 PM

This is a related topic so I merged the two together. There have been a few other cases reported. Try to uninstall and re-install the softphone and make sure you have the latest version. We should have our new version 7.1 available later this month, which should also fix the problem.

Mike

1 ·

TJ Murray commented · Apr 08, 2015 at 01:46 PM

Not sure what you mean by "uninstall". We're not using the desktop utility with the phone. Instead we tried unplugging the power supply and then reconnecting it, but that didn't work either.

1 ·

mike commented · Apr 08, 2015 at 03:40 PM

Hi TJ, Sorry for the confusion. I didn't realize you were referring to a desk phone. In either case the ignore button should mute the ringer for the duration of that particular call. Perhaps there is something in the call handling & forwarding rules causing this. Can you reply back with with the phone number (just last 4 digits) so we can look at the account and see if we can find anything?

Mike

1 ·

TJ Murray commented · Apr 08, 2015 at 06:46 PM

Last four digits are 3867

1 ·

TJ Murray commented · Apr 09, 2015 at 12:47 PM

Mike

We're using a SonicWALL TZ105. Our IT consultants asked if you recommend any specific settings for it. They said that they too have RingCentral and a SonicWALL and have had no issues, so they're not sure where exactly the problem is.

Please advise, thanks

TJ

1 ·

Show more comments

Answer 9 · 2015-04-09T18:45:12Z

mike answered Apr 9, '15

One more update on the "ignore" button everyone. I just learned that the issue affects both soft phones and desktop phones. I understand that a fix is on the way and will automatically be pushed out. You are still welcome to open a ticket for tracking purposes if you wish.

Mike

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

question