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stacey-matheson2625 avatar image
stacey-matheson2625 asked saadetswift16514 commented

Smartphone app IP Phone offline

Using the app on an iPhone, my call log shows IP Phone offline (either not plugged in, or no internet connection).  What are the reasons the app would not use the Verizon data plan in place of the Wifi?  
I use this as an afterhours answering service with one of my employees, and some calls come through, and some she never got notification of.  Any ideas on how to make it work are appreciated.
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oncallanswer3873 avatar image
oncallanswer3873 answered saadetswift16514 commented
I run a telephone answering service and continue to have problems as well. The customers are now questioning the reliability of my service, I am exploring other options.

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mike avatar image mike commented ·
OnCallAnswer,

If you are having trouble with the telephone service as well as this Community website, then that is a very strong indication that you have some internet/network issues to look at.  This Community is actually hosted by a 3rd party, and not dependent on any of RingCentrals Servers or other systems. 

To address any phone connection/quality issues, take a look at the required network settings on the following page. It might be a good idea to run a pingplotter report to see what issues it might expose, then also feel free to reply to this thread also:   Network requirements?


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oncallanswer3873 avatar image oncallanswer3873 commented ·
 In fact it has taken me several attempts to open this forum and to send it as well, their system is very unreliable. 
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rutter5839 avatar image rutter5839 commented ·
Hi Mike.  I have an associate in a remote area and get the message "IP Phone offline (either not plugged in, or no internet connection)" when we forward calls.  i can call her directly but the forwarding will not work.  She has an iphone.  She uses Verizon but Charter for her internet.  Any suggestions?

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saadetswift16514 avatar image saadetswift16514 commented ·
Hello RUTTER,

Could you provide a screen shot of the settings you have for this extension on service web? You can black out any personal information. 

Is the user using the RC Mobile app or are calls being forwarded directly to her cell phone number?
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mike avatar image
mike answered
Stacey,  It's normal for the phone to use Wifi instead of data when both signals are available. However, if there's a problem with the wifi signal and the data signal is stronger, the RingCentral app will switch over. For example if you are at home or in an office and talking while connected to wifi, and you leave the building, the app will switch to data. 

In addition, if you go into the mobile app Call Settings, there's an option you can turn on/off for to "Use VoIP only on Wi-Fi".  It's possible you just need to uncheck the radio button for this setting. 


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