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  • 1.  Ring Group Members Not Receiving Calls To Ring Group on iPhone (iOS)

    Posted 05-26-2022 13:41

    We have some users who have 8x8 Work on iOS that are members of ring groups.
    If they have not used their iPhone in a while and a call is routed by an auto-attendant to a ring group they are members of (or if I call the ring group directly), they do not receive a notification of the call.
    If they are in a ring group that is set up as "Sequential" they are skipped as if they are offline.
    They show up as offline when I look them up.
    If I call their extension or direct dial number, they receive my call notification and become online and available for calls to the ring group. Now, if a call comes in to the ring group they receive notifications until after some unknown amount of idle time when their extension falls back to offline.

    I *think* what is happening is that the iPhones are going into some sort of deep sleep and therefore the 8x8 Work App is no longer communicating with the 8x8 service that the user is in "available" and Ring Groups must be set up to skip those users. When I direct dial, the service pushes the call anyway and the user receives the call.

    If the user also has a physical desk phone that is online - they don't get skipped and their 8x8 Work App on the iPhone notifies them of the call.

    The users that are having this issue do not have desk phones because they are traveling nurses for home health and hospice.

    Is there a way to keep the 8x8 Work App active on iPhone so the users stay online/available in the service?

    A few configuration steps we've already taken:

    Do Not Disturb is not ON
    Business Hours are not set
    Notification Settings are set to Allowed and Sounds and Badges are all set ON
    Background App Refresh is ON and 8x8 Work is toggled ON
    Low Power Mode is turned OFF

    All of the above have been confirmed and are tested by the fact that the users can be reached by dialing their extensions directly.

    Thank you,
    David



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    David Goshorn
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  • 2.  RE: Ring Group Members Not Receiving Calls To Ring Group on iPhone (iOS)

    Posted 05-31-2022 04:44
    We had the same issues. At first, thought this was a Cell Tower issue.
    We also tried forcing staff to AT&T and Verizon Wireless.
    This didn't help either.
    Also tried wifi on/off. 
    We ended up removing the ring Group.
    I'm interested in this resolution..

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    James Wagner
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    Original Message


  • 3.  RE: Ring Group Members Not Receiving Calls To Ring Group on iPhone (iOS)

    Level 1 Contributor
    Posted 05-31-2022 19:24

    Hi David,

    Thanks for sharing this detailed information.

    While I haven’t been able to duplicate your situation, one work around comes to mind. 

    For the traveling nurses, let’s see if logging into the Work for Web app (https://work.8x8.com) on a computer/laptop keeps them online during their shift. 

    They would still use their mobile devices to field calls but maybe the Web app presence keeps them from being skipped over. 

    If you haven’t done so already, opening a support case would be the next option to see if there’s a bug interfering Ring Groups and Work for Mobile. 



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    Jahmal Abbott
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  • 4.  RE: Ring Group Members Not Receiving Calls To Ring Group on iPhone (iOS)

    Posted 06-02-2022 16:29
    Thank you, Jahmal. I have a case open (C4102162) and we are going through the troubleshooting process but haven't made any progress yet.
    I am fairly certain that your suggested workaround will work. Unfortunately, our home health and hospice nurses don't have computers other than their iPhones and a tablet (Samsung or iPad). The reason I think it would work is because the issue doesn't happen for other on-call users who have a desk phone at their office and use 8x8 Work on their iPhones when they are home. We are planning to set up our travel nurses with desk phones as a workaround.

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    David Goshorn
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    Original Message