Call Handling: how to have Mobile App get incoming calls

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Natasha Ah Jack asked Jul 20, '16 mike commented Nov 12, '16

Call Handling: how to have Mobile App get incoming calls

We currently have our call handling settings configured to first go through our main line (desk phone), then if not answered the call is forwarded to my personal iPhone. I want the call to come through my iPhone through the RC mobile app so I can then easily transfer the call to the right person. How can I configure this?
I read that you need to turn on the desktop apps & smartphones option, however I don't want the call to ring there first. I want it to ring through the main line first, then the app when it is forwarded to my personal phone. Does that make sense?

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Answer 1 · 2016-07-20T19:27:52Z

danno147 answered Jul 20, '16

If that's the case, in CALL HANDLING, turn off Desktop apps & Smartphones on the 'main' line phone set. Set the number of rings for the 'main' line phone. Then select Call Forward to another phone, and enter locate your phone and extension.

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Answer 2 · 2016-07-20T19:28:47Z

danno147 answered Jul 20, '16

Then turn on your extension's Desktop apps & Smartphones and set the desired number of rings.

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Answer 3 · 2016-07-20T20:24:11Z

Natasha Ah Jack answered Jul 20, '16

No. My phone does not have a separate extension. Because I use my own device I don't have a user profile. I share the main line's profile. My cell number is listed as a secondary forwarding number.

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Answer 4 · 2016-07-20T20:37:36Z

kim answered Jul 20, '16 mike commented Nov 27, '17

To clarify - In order for you to have a physical device on your RingCentral account, it has to be place on an Ext.

Danno is correct - you'll have to have the calls fwd to your extension after they ring the main phone and then turn ON the Desktop App/Smartphone option in your call handling rules.

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mike commented · Nov 12, 2016 at 12:03 AM

Kevin, you may want to give us a call and talk about more details, but based on you first post above, if you log in under the main number + extension you should still be able to get the mobile app to ring. So, it's probably a configuration setting either in the web portal, or on the mobile app, or both.

Give us a call, and let us know which user it is, and how exactly you need it to work.

On a side note: If a particular user has it's own direct number, they should log in with it instead of the main number + extension.

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kevin-dorsey119 commented · Aug 26, 2016 at 03:46 PM

Kim, In the past (a year ago) I was told that your cell phone app would not ring unless the extension was called directly. Is this still true?

I have all calls from the main company number forward to an extension(with no number) that was created to distribute the call to the other extensions(with actual users/phones). I want the ability to pickup the call from a smartphone app when logged into one of those extensions. As the administrator, I can get it to work on my phone because the main extension has the "notify administrator's desktop app" on. (side note: why does this setting which only refers to the desktop app affect the smartphone app?), but I cannot get it to work on another user's smartphone.

If it's possible, can you tell the procedure and can you clarify if the administrator referred to above is actually the Super Admin and why there's no reference to the smartphone in the setting for administrator's app?

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mike commented · Nov 11, 2016 at 05:45 PM

Kevin, I was just reviewing some older threads here on the Community and came across your post. There are a lot of variables here depending on your configuration, there are several reasons your mobile app may, or may not ring. If you are still having a problem, let us know.

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kevin-dorsey119 commented · Nov 11, 2016 at 07:27 PM

Hi Mike, as it stands there are 2 of us that depend on the smartphone app to receive calls as stated above. Since I'm one of them and I'm the Super Admin(or overall Admin if that's different) I'm able to receive the calls but the other person I had to set up their phone app to login into the virtual? extension(not their actual extension with a number) that the main company number points to. After you guys implemented user roles I tried giving the user a Super Admin role and had them log the app into their real extension but it was still unable to receive the calls so I switched it back.

In the user settings for "Call Handling and Forwarding Desktop Apps & Smartphones Notify administrator's Desktop app:" how is the administrator defined? Is it still true that the smartphone app can only be rung by a direct dial and not by a forward from another extension?

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Answer 5 · 2020-07-28T13:47:37Z

danno147 answered Jul 28, '20

So your main line rings on a separate ext and phone from your ext and phone?

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