If users experience delayed ringing on their mobile devices, two main reasons may be the cause:
Activated "At the desk" status: This status intentionally delays incoming calls to the user's registered mobile app (iOS/Android). The delay can also extend to the desktop app in the Ringotel connection settings. Users can disable the "At the desk" status through their mobile or desktop app by navigating to Menu and changing the status to Online. Learn more about the "At the desk" status.
Tip:
As a Ringotel administrator, you can also swtich the user's status to Online. For this, open the use's menu (three-dots) > More > Settings.
Then, switch the user into the "Do Not Disturb" status and click "Save changes" button. Next, open the user's Settings once again, turn OFF the "Do Not Disturb", and click the "Save changes" button. After that, the user's status should show as "Online".
2. Exceeded number of registered devices: This situation may arise if the user did not properly sign out from the app on some mobile devices, triggering restriction rules. To resolve this, Ringotel administrators should access the Ringotel admin portal and navigate to the user's organization. From there, click on the user's devices and delete any unused devices by selecting "Delete device" from the three-dots menu.
These steps should resolve the issue with delayed ringing. If you need further assistance, please contact us at support@ringotel.co.