05/18/17 19:28 PM  

RingCentral Integrated Calling

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SummaryHow do I answer a call to the RingCentral app on my iOS device even if my phone is locked? How do I manage a call to my mobile number while I am on a call with the RingCentral app?
Details
The RingCentral Mobile app has incorporated CallKit — a capability provided by Apple which gives the RingCentral app more control of the iOS device when in a call and allows the user to answer calls more easily when the device is locked. CallKit allows an ongoing RingCentral call to remain active even if a second call comes to your mobile number while using the RingCentral app.

The RingCentral Integrated Calling feature makes it possible for an iOS device user to manage multiple calls without unlocking the screen, and without losing an ongoing call or an incoming call. A user can simply manage the feature by either enabling or disabling the Integrated Calling feature on your RingCentral Mobile app settings.

With Integrated Calling, iOS device users are provided with a better call experience — an incoming screen appears, allowing them to interact with the call with 1-touch, either from a locked screen or when engaged in an active RingCentral call.
 
This article discusses the following topics. Click on links below to learn more.
 
Incoming call from a non-RingCentral contact
Incoming call from a RingCentral contact

Features

• Answer calls from the locked screen just like a native call.
• No more fumbling with the incoming call push notification.
• Users can choose to answer, reject, or send incoming calls to voicemail when in an active call.
• No more abrupt interruptions and calls put on hold undesirably.
• Includes native Bluetooth support.
 

Key Feature Benefits

The RingCentral Integrated Calling feature makes it possible for iOS device users to have a more elegant experience when interacting with or handling an incoming call from a locked screen or when on an active call. 

 Avoid call interruption — RingCentral calls will not be interrupted by incoming mobile calls anymore. Remain connected to your RingCentral call and choose to either answer, end, send the incoming call to voicemail, or send a pre-filled message to the caller

 Answer RingCentral (VoIP) calls without unlocking your phone screen.

 Control your RingCentral call using Bluetooth devices.

Minimum Requirements

• iOS version: iOS 10.x
• RingCentral mobile app version: 8.3.1

[Back to Topics]

Bluetooth Support

Native Bluetooth support is included for the wireless headset. This is beneficial for users who want to make or handle calls in the car or while out of the office. The standard Bluetooth call controls on the headset allow the user to initiate or end a call.
 
Bluetooth Support
 

Managing Integrated Calling via the Mobile app Call Settings

Users can easily enable or disable Integrated Calling by toggling its on/off button. Users who do not prefer their RingCentral calls to appear on their phone's call log may disable this feature. However, RingCentral calls will be interrupted by incoming mobile calls when Integrated Calling is disabled.
 
IMPORTANT: You may stop incoming calls on your Mobile app by disabling Data (VoIP) Calling. Disabling this feature also allows your RingCentral Desktop app to ring instead of ringing the Mobile app. You will need to enable Data VoIP Calling to make an outbound call using VoIP, otherwise, it will still dial out. However, it will use the iOS device's native dialer and your call will count against the plan/minutes you have.
 
Follow the steps below to either enable or disable this feature.

Step 1:

Step 2:

Tap your Profile picture.
 
Tap your Profile picture.

Step 3:

Tap Call Settings.
 
Tap Call Settings.

Step 4:

Scroll down and look for Integrated Calling.
 
Tap the slider button across Integrated Calling to either enable or disable this feature.
 
Tap the Integrated Calling slider button to either enable or disable CallKit.
 
NOTE: A user gets a notification on the screen when Integrated Calling is disabled. A warning also appears only once when the call gets interrupted.
 
Warning message when Integrated Calling gets disabled.
 

Differentiating a RingCentral call from a personal call

RingCentral calls are displayed as "RingCentral Audio" in the incoming call screen and in the native call log, whereas a personal call would only display a contact's name or just a number.
 
RingCentral callPersonal call
RingCentral callPersonal call

Sample Screens

Users will see the following screens when Integrated Calling is enabled:

Incoming call from a non-RingCentral contact when the screen is unlocked

Users will see the following interactive buttons at the bottom when there is an incoming call from a non-RingCentral contact. 
 
Incoming call from a non-RingCentral contact when screen is unlocked

A reminder can be set for the call in 1 hour or when the user leaves.
 
Incoming call from a personal contact when screen is unlocked - Remind me

The user can choose to decline the call and send any of the pre-set text messages or send a customized message to the caller.
 
Incoming call from a personal contact when screen is unlocked - Message
 

Incoming call from a non-RingCentral contact when the screen is locked

Users will see 3 interactive buttons at the bottom when there is an incoming call from a non-RingCentral contact. Slide the Answer button to the right to take the call. A reminder can be set for the call in 1 hour or when the user leaves. The user can choose to decline the call and send any of the pre-set text messages or send a customized message to the caller.
 
Incoming call from a personal contact when screen is locked
 

Incoming call from a RingCentral contact when the screen is unlocked

The user call can either decline or accept the incoming call from a RingCentral contact.
 
Incoming Call from a RingCentral contact when the screen is unlocked
 

Incoming call from a RingCentral contact when the screen is locked

The user can accept the call by sliding the Answer button to the right.
 
Incoming Call from a RingCentral contact when the screen is locked
 

When there is an ongoing RingCentral call and a mobile call comes in

A screen similar to the image below appears when there is an ongoing call with a RingCentral contact and a call from a non-RingCentral contact comes in.
 
Users can Hold & Accept the incoming call from a non-RingCentral contact or End the current call & accept the call. There is also an option to send the incoming call to Voicemail. The user also has the ability to send a pre-filled message to the incoming caller.
 
If the call from the non-RingCentral contact is declined, the conversation with the RingCentral contact resumes.
 
When screen is locked
 

When an incoming RingCentral call is accepted 

When an incoming call is accepted, a screen with the following options appears (see the left screen in the image below). Tapping the RingCentral button brings up a white screen that provides all the functions users are accustomed to in the RingCentral Mobile app.
 
When a call gets answered
 

Call Log visibility

RingCentral calls will be listed in the iOS device's native call log when Integrated Calling is enabled. Missed calls are displayed in red, and users can return a missed call by tapping a number on the call log. RingCentral calls are labeled as "RingCentral Audio" underneath the caller ID. The users also have a set of standard features available to call or text a contact that is in the call log.

NOTE: You may disable Integrated Calling, however, this setting would cause your RingCentral calls to be interrupted by incoming mobile calls.
 
iOS Call Log
 

What happens if I press the Power button during an active call?

When handling a call, the ‘Power’ button can be used to turn off the display. However, it may terminate the call as described in the following scenario presented in the table below.
 
Power/Listening ModeEar (Normal)
Headset
Speaker
Press the "Power" buttonCall TerminatedCall continues, Display turned offCall continues, Display turned off



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