Mobile App: Does Not Ring

Question

question

Paul McGarr asked Apr 18, '15 kim2709 commented Jul 28, '16

Mobile App: Does Not Ring

Installed app on my iPhone, then I call the number to test... no ring.

topic-default

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.

Paul McGarr commented · Apr 18, 2015 at 04:14 PM

Don't know what team viewer is but I can probably do that after I get my kids lunch.

0 ·

Chuck Fuscone commented · Apr 18, 2015 at 04:24 PM

Remote control software. This way I could login to your account and see the call flow.

This should be easy once I could see what is happening to the calls

Chuck

0 ·

Paul McGarr commented · Apr 18, 2015 at 05:17 PM

Tried calling, got voicemail so just hung up. Send me a link and I'll install the client. Assuming you are talking about PC/MAC?

0 ·

Answer 1 · 2015-04-18T15:24:42Z

larry-solheim answered Apr 18, '15

First thing I would do if you are trying to use the app on 3G or 4G need is to verify that option is turned on. It may be set to only allow calls on Wi-Fi. You will find the allow calls on 3G/4G me in the settings. Other than that I would call Support I'm sure they could fix it for you.

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 · 2015-04-18T15:27:46Z

Paul McGarr answered Apr 18, '15

I have 3G/4G enabled but am also on WiFi. Support may be able to help but wait time is so long I get angry and hang up. I've waited 40 minutes, only to get disconnected. Will not do that again.

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 · 2015-04-18T15:54:44Z

Chuck Fuscone answered Apr 18, '15

What does your call log say?

Do you have the notify smart phone set to yes in call handeling?

Chuck
Certified Ring Central Installer

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 · 2015-04-18T16:07:28Z

Paul McGarr answered Apr 18, '15

I checked everything I read to check, both online and in the app. I also uninstalled and reinstalled the app. Just doesn't ring/vibrate/notify, etc. I can make a call without issue.

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 · 2015-04-18T16:10:52Z

Chuck Fuscone answered Apr 18, '15 Paul McGarr commented Feb 28, '17

Do you have your Phone logged in as the extension you are sending the call to or are you forwarding the call out to the cell?

I could do a team viewer session and probably fix it

Let me know

Chuckfuscone@gmail.com

Certified Ring Central Installer

1

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.

Paul McGarr commented · Apr 18, 2015 at 04:22 PM

Not forwarding, trying to use softphone app on cell phone, not cellular call with native phone app.

0 ·

Answer 6 · 2015-04-18T16:23:19Z

larry-solheim answered Apr 18, '15

I would also verify that your settings in the online control panel are set properly. I would check under call handling for the line you're trying to work with to see if there any options there. Otherwise I would delete the app and try and reinstall it then make sure you're signed in. I wouldn't get discouraged, lots of people use the app every day. Normally it is much easier to get into support, although it's frustrating they are your best source of 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 7 · 2015-04-18T17:22:39Z

Chuck Fuscone answered Apr 18, '15

Just google Teamviewer. Latest version is 9 I think. It is free.

Teamviewer.com

I am back now and should be here for a while at that number

Chuck

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 · 2015-10-23T19:26:12Z

tony-dye128 answered Oct 23, '15 tony-dye128 commented Nov 27, '17

I may be seeing a variant on this. When the iPhone is locked, there is no audible ring, just a screen notification. If the iPhone is unlocked, I get audible. Curious.

4

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.

tony-dye128 commented · Oct 23, 2015 at 08:43 PM

It gets even more interesting. If I tap the power button, so the phone is in the "slide to unlock" condition, but hasn't actually locked down requiring login, it still rings. But if it gets to the point of needing the passcode (or fingerprint, etc.) then it doesn't ring. So, seemingly I can have security, or a ringing phone, but not both.

1 ·

kim commented · Oct 23, 2015 at 08:17 PM

1) Under Call Handling & Forwarding in your Settings online, make sure Desktop App & Smartphone is turned ON.
2) Log into app on iPhone with your Digital Line (NOT the main number and extension).
3) Make sure VoIP Calling & Accept Calls is turned ON inside the cell phone app.
4) The cell phone cannot be on silent or vibrate if you want an audible tone. As long as the app is running in the background and it's not on silent, it should ring.

Try and test.

0 ·

mike commented · Oct 26, 2015 at 03:37 PM

Hi Tony, Can you try to uninstall and reinstall the mobile app and test it again. If it still does the same thing can you open a case and be sure to include what model of phone and which iOS version you have. Open a Case

0 ·

tony-dye128 commented · Oct 26, 2015 at 08:28 PM

In our brief testing today, it does seem to be working now! that's great progress. We have noticed that for a couple of our users who use Apple Watch that the notify via the watch is still a problem, but we have seen the answer to that.

Thanks Mike!

0 ·

Answer 9 · 2016-01-05T15:14:09Z

lucas-shelton answered Jan 5, '16 lucas-shelton commented Oct 10, '17

This reply was created from a merged topic originally titled Doesn't always ring with iPhone. The app doesn't always ring on my iPhone. I'd say one out of every five calls I'll miss because it doesn't ring my phone/app. Just a bit ago I looked and it showed a missed call on Ring Central, but the phone didn't actually ring. It was sitting right beside me with the ringer on.

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.

billyoneal6827 commented · Jan 05, 2016 at 04:47 PM

I've seen this same behavior when I was using the iPhone app. As far as I could tell, it had nothing to do with my RC settings. If I hadn't used the app for a few hours, calls would stop coming through until I relaunched the app. Maybe iOS is shutting down some service to save battery? Since switching to android I've never had this issue.

1 ·

kim commented · Jan 05, 2016 at 05:01 PM

Lucas - Billy is correct, if all of your settings are correct (listed above) then it's an issue with the phone. Please do a hard reboot on the iPhone and see if that helps. Also have you contacted support, what is the case number?

0 ·

lucas-shelton commented · Jan 05, 2016 at 05:10 PM

Ahh yes, the good ole "pass the buck." I haven't opened a case yet, I'll do that when I have time.

0 ·

Answer 10 · 2016-01-05T16:23:53Z

lucas-shelton answered Jan 5, '16

I don't know why my question was moved to this thread. I realize the issue is a similar issue, but I've tried all the above to no avail. I need help as this is causing me missed calls, which is causing me missed leads, which is causing me missed dollars. I need this solved ASAP as it's affecting my bottom line. There are a hundred companies just like Ring Central I can take my business to.

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