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scott-cole avatar image
scott-cole asked mike commented

Smarphone App and Groups

We have two users and they are both using the smartphone app (iPhone) and we have a call group of 4 departments, are they all set the two users, but when a call rings and presses the number it just rings and it doesn't ring on the iphone App... 

Please Help!
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kim avatar image
kim answered mike commented
Scott,
  1. Are both users logged into the Smartphone App individually with each of their Direct Lines?
  2. How is the call routed? To the Queue -> extension? or to a Virtual Ext -> then users?
  3. What is the main number of the account? What extension are you referring to? Let me know and I'll take a look at the account setup.
Kim 
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scott-cole avatar image scott-cole commented ·
Hi Kim,

Thanks for getting back to me. Yes the Smartphone apps are logged in with the direct lines.

Here is the number for the main number  020 8396 7392.

I'm not sure how to get up the system to the smartphones etc..

Scott
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mike avatar image mike commented ·
Hi Scott,  It looks like there are a few things that could be the cause. Lets start with the Call Handling & Forwarding rules and work through the flow. 

It looks like you have "Desktop apps & Smartphones" set to "On" which is correct, but  you'll want to increase the seconds from "zero" so that it has a chance to ring the mobile app before forwarding begins.  Try about 10 or 15 seconds to begin.  If this doesn't work, then we'll need to look at settings on the actual iPhones. 
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mike avatar image mike commented ·
If you still have problems after trying the steps above, then click this link to download the Mobile app User Guide and jump to page 27 & 28.   http://netstorage.ringcentral.com/guides/mobile_app_guide.pdf

1.  Make sure DND is off. 
2.  Make sure VoIP Calling is on
3.  Make sure "over WiFi, 3G/4G" are all turned on. (you can customize these later) 
4.  Then, also make sure you have the phone's WiFi & Data turned on. 

Mike

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scott-cole avatar image scott-cole commented ·
no joy
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scott-cole avatar image scott-cole commented ·
when a test the number: when i call the app doesn't ring, but when i hang up its starts to ring the once
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