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bryan1234 avatar image
bryan1234 asked mike commented

iPhone RC app not routing to extension when using native dialer....

This is in regards to the iOS RingCentral app.  When our employees iPhone's are NOT connected to wireless, the RingCentral app will use the iPhone native dialer to make calls (we don't want to use VoIP through 3g/4g because the call quality is terrible).  This is fine except that when an extension is called using the app, the main company line is dialed, but then the user is forced to manually input the extension through the auto-attendant.  

I've verified this behavior only happens on the iOS RingCentral app, the Android version works perfectly, the call is routed to the dialed extension using the native android dialer, no manual input is necessary.

Thoughts?


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mike answered
HI Bryan,  

I have someone looking into this.  I'll follow up as soon as I have more information. 

Mike 
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mike answered
While, I'm looking into this, can you verify which version/model of iPhone you are using? 
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bryan1234 answered mike commented
It's an iPhone 6, latest iOS update.
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mike avatar image mike commented ·
Also, what is the carrier, in case it makes a difference?
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bryan1234 avatar image bryan1234 commented ·
Verizon
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mike avatar image mike commented ·
Thanks. 

I just finished doing some testing on our end but can't reproduce the same problem. it goes to the other extension just fine. 

I made this a private conversation so you can post more details. It may be something at the account level we need to look at next.  Can you tell me which number you are logged in under on the iPhone, and what is the extension number you are dialing? 

Mike
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bryan1234 avatar image bryan1234 commented ·
The number is 317-477-0093, ext. 203.  And it happens when she tries to call any extension.
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mike avatar image mike commented ·
Just to clarify, is she dialing just the 3 digit extensions?  What happens when she tries to dial the direct # for one of the extensions?  I'm still unable to reproduce this so need to know the exact steps/numbers she's dialing.
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