Ring Central app not allowing calls to come through

Nita Slanina Updated by Nita Slanina

The RingCentral application will not allow the customer to pick up a call.

When someone calls the direct number, the RingCentral number (which is tied to a Polycom phone), they will get a message saying that the person is not online and cannot be located at this time.
  • Example Ticket MP#12854771 ~ [Phone and Fax] Issue - Report phone not ringing#595577 

This means they have call forwarding enabled on the Polycom phone. To receive calls in the app, you will need to have the customer log out of the RingCentral application on the desktop, then follow these steps to turn off the call forwarding on the physical phone.

On the Home screen of your Polycom phone, select the “Forward” icon or press the More key, then press the Forward button.

Select the Forwarding Type (Always, No answer, or Busy)

Press the Disable key.

The customer will then start receiving calls from the call queue as needed once they are signed into RingCentral.

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