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ray12 avatar image
ray12 asked mike commented

My mobile App (iphone) will not ring at the same time as other phones?

Let me begin by describing our setup that we currently use in our office.

We have one main number that our customers call. That number then forwards the call to 8 different extensions all at the same time. If no one answers the call, it will continue on to another set of extensions.  (We do not use groups because they do not have the capability to forward call if not answered to begin with.)

Here is what I am needing to do if possible. Sometimes there may be no one at our office and we would like the Mobile App to ring at the exact same time as the normal extensions would in the office.

Thanks
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4 Answers

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mike avatar image
mike answered
Hi Ray,  Is it not ringing at all? 

The first thing to check is:  Log into that extension and go to Call Handling & Forwarding > Desktop & Smartphone and make sure it's set to the "On" position. 



If this does not work or there's another issue, let us know. 

Mike 
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ray12 avatar image
ray12 answered mike commented
No my cell phone will never ring with those same settings shown. However if someone dials my direct extension after calling our main number my cell phone will ring with no issues.
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mike avatar image mike commented ·
On the mobile app, there are several settings to check.  Select "VoIP Calling" from the main menu.   Make sure the first option "VoIP Calls" is turned on and then look for an option that says "Incoming VoIP Calls" and make sure that setting is turned on.  
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ray12 avatar image ray12 commented ·
Both settings are on within my iPhone App.  Could the issue be that we do *not use the groups feature. We have one main line that then forwards to all other extensions at the same time.

Thanks
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mike avatar image mike commented ·
Ray, yes, I think for what you are trying to do, you'll want to create a group. 
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Renee E. Dorsey avatar image Renee E. Dorsey commented ·
I have the same issue - my iphone will NOT ring when an inbound call comes into the office - I have the app set up correctly, and it rings if you call it directly - but the app doesn't ring.    
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mike avatar image mike commented ·
Hi Renee E. Dorsey, 

If you have it set up as shown above, but the mobile app is still not ringing, then check the settings on the mobile app itself. Go to Settings > My Mobile App Settings > VoIP Calling, and you'll see the screen below.

You'll need to have VoIP Calls turned on, and then make sure you have Over Wi-Fi, or 3G/4G or Wi-Fi selected based on what network you have available. and then Incoming VoIP Calls must be turn on. 




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ray12 avatar image
ray12 answered
I believe our issue was by having the calls sent to my cell phone the calls became double routed and would not work.
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Philip Beauford avatar image
Philip Beauford answered mike commented
None of this will EVER WORK! Like Micki we spent HOURS with cs and absolutely nothing worked. App does not ever ring if not already opened. Even then it is hit and miss.
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mike avatar image mike commented ·
Philip, we recently pushed out another mobile app update. Make sure you have the latest version. if you've already checked all the settings above you are welcome to open a support case.  Open a Case
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