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bryan1234 avatar image
bryan1234 asked kim commented

Outgoing calls from smartphone not connecting to extension (going to auto-receptionist instead)

This is an issue we've had before, but only with the iOS app.  Now one of our employees using Android is having this issue.  

We've setup the mobile app to use the native dialer when making outgoing calls (NOT VoIP).  So normally, if you call an extension in the RingCentral app, the native smartphone dialer with make the call and connect to the extension automatically.  For two of our users, the call routes to the auto-receptionist and they are forced to manually enter the extension instead.  

We have uninstalled/reinstalled the app, rebooted their smartphones, and created new user accounts for them, to no avail.  Two of our users are having this problem, one on iOS, and one on Android. 
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kim avatar image
kim answered
Setting Conversation to private so I can get more information. 

What are the two digital lines numbers? 
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bryan1234 answered kim commented
These particular users don't have lines.  It's extension 303 and 203.
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kim avatar image kim commented ·
Please explain the issue in more detail.  The Users Ext 303 makes an outbound call and it routes to the AR? If you use the native dialer (your cell phone number) to call the user then you must go through the auto-receptionist b/c those 2 users do not have DL's. 
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bryan1234 avatar image
bryan1234 answered kim commented
That not entirely accurate.  I can use my smartphone (android) to make outgoing calls to extensions (using the RC app) with the native dialer (NOT VoIP) without any issues, and I don't have a DL.  Actually, no one has this issue except these two users, and most of our employee's only have extensions.

So again the issue is:  When using the RingCentral app, Heather Godby and Susan Lynch will go to a company contact and call any extension, this will launch the phone's native dialer and then direct them to the auto-receptionist without routing to the extension.  They are the only two users that have this issue.  Everyone else's RC app will route to the extension dialed.  We have VoIP turned off because it's very unreliable for our users.  

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mike avatar image mike commented ·
Hi Bryan,  We'll need to look at this a little closer. Can you confirm what the main company number is on this account so we are sure we are looking at the correct info?  Also, are these two users longing in with the main #, plus extension?   

Mike 
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bryan1234 avatar image bryan1234 commented ·
Main line: 317-477-0093

Yes, they're logging into the app using the main line and their ext.
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mike avatar image mike commented ·
Thanks Bryan,  we'll take a closer look and get back to you. 

Mike 
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kim avatar image kim commented ·
Bryan,  have them to a hard reboot of their cellphones and make sure their app is up-to-date (possibly reinstall).

Then we will test today.  Let me know when they are free. 
Email me at community.support@ringcentral.com when the uses are free for testing. 
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bryan1234 avatar image bryan1234 commented ·
I'm having the user on the Android phone reinstall.  She has already done this however so it's unlikely to resolve the issue. 

Are you wishing to contact the users directly?
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mike answered
Bryan,  Also, we welcome posts here on the Community from all account users. You don't have to be an admin to ask questions on the Community. 
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