question

We do. 10 seconds.

Just for kick and giggles; make it 0 and then do some test calls and see if the issue happens again. 

I'm always game for testing. However, the issue itself doesn't happen very often. And, when it does, it's not always under the same circumstances.  I can't recreate it directly. So I'd essentially have to turn off the wrap up time for an extended period of time, several weeks most likely, to be able to have a chance at the issue recurring. I'm not sure if my staff would be okay with that, unfortunately.

We see this happen on our HUD every now & then as well, and we have the wrap-up time set to 0.  However, lately we tend to see that a user's extension still has an incoming call, even though another user answered that call 10 minutes earlier.  I've found that placing a quick call & hangup refreshes that user's Presence, and fixes the issue.  Maybe you can get the same results?

Hi Eric,

We used to have the issue you are describing, which I've referred to as a "phantom call". It was an actual call at some point, but continues to show it as incoming.

We've done a lot of tweaking over the years to fix numerous problems, but I found the solution to be configuring our router with the port forward/triggering recommended by RC.

Between that, and one of the desktop app updates about 6 months back (which I know partially addressed that issue), we don't see those phantom calls anymore.

PS: One other contributing factor was that we had a user who worked both remotely and in the office. I found that her home and office configurations overlapped and was partially to blame as well. If you have a similar setup I can give you more info for how to resolve.

Yes I made some changes.  When I had the "desktkop apps and Smartphone" 'on' it would either cause my softphone/smartphone ring before everyone else OR it would cause another user's softphone/smartphone to ring as well which i do not want to happen.  

Ultimately I am looking for the best way to allow me to use my softphone for inbound and outbound calls and everyone else to use their deskphones.  I want everyone's deskphones to ring at the same time as my softphone on inbound calls so any instructions on how to accomplish this would be greatly appreciated.

Thanks in advance...

Any advice?  Do I need to provide you with more info?

Sorry for the delay. I opened case 05498277, and another support agent will be in touch. 

Mike

I am having a similar issue with IPhone 5s, 6s, 7, in my office.  Everyone is connected to WIFI network but it seems like the first call of the day is missed with the app never ringing, just an alert of a new voicemail.  Seems like when the voicemail is listened to a user can receive calls in the app after that. Would really like to know the app is going to pick up calls every time but seems like it picks up calls at random.  

Mike @ CP and Casajuana,

For what it's worth and not sure if this is the case with you, but I just recently changed (2 weeks ago) from Android phones to the iPhone 7 Plus. I noticed that in my Android phones over the past even 5 years or so running the RingCentral mobile app, whenever I slid the mobile app off the open app area it would still respond to any incoming calls.

When I installed it on my iPhone 7 Plus and slid it from the open apps, it wouldn't answer any incoming calls. I now make sure that it is always an open app whenever I slide off other open apps, and I never miss an incoming call.

For some reason it seems that when you think you are "stopping an app" in a Android phone, you really aren't stopping it and it is running in the background anyway. In iOS, that is not the case.

So my question to you both is, "Are your people stopping the mobile app by sliding off the open apps area? If so, that could be your issue, especially you Mike where you say after you check voicemails (thereby starting the app I would assume) you have no problems getting calls.

I hope it's that simple a fix for you.