We are using the RC app on our desktops. This worked properly for queue calls for almost 5 years up until Friday, Jan 23, 2026. Now I am told I have to Press 1 to accept or 2 to decline a call when it comes in. If I am away from my desk, I can no longer answer calls from my Bluetooth headset. I have to be at the desk to press 1 on the computer. This defeats the entire purpose of using the soft phone and a wireless headset. This must be fixed - not sure what RC did to cause this, but it is an unacceptable/undesired effect.

::EDIT::
I figured out how to fix this for my colleague and myself. In desktop app, go to SETTINGS > PHONE SETTINGS > PHONE > INCOMING CALL INFORMATION
Scroll down to PLAY ANNOUNCEMENT and make sure CALL QUEUE CALLS is set to PERSONAL AND MOBILE (this was set to ALWAYS) and just under it - Include extension name in announcement - is turned off. Once I changed this, I was able to answer calls normally again. So now I will only get announcement if I am answering calls from my personal or mobile phone, which I never use.

x2

This issue suddenly started happening two weeks ago. Just a single team member out of 15 in the call queue now receives a prompt to press 1 to accept a call or 2 to reject, whilst all other team members do not. I've been told by the support team that this should not be happening, but not why it has started happening or what can be done. The official advice was to post on this page in the hope the production team look at it. What a disappointing service.

First, the announcement is unnecessary. I only get calls from the call queue so why tell me when I answer? It only slows down the process so callers have to wait longer to get their call answered. Second, it is dangerous (and illegal) when I am driving and have to answer the phone. In order to press 1, I have to do it on my phone which means I have to take my eyes off the road to find the 1. Third, it is just plain annoying!!!

This is crazy to think that the customer is put on hold until I make the choice to take the call. Customers will not always hold instead they just hang up! I can miss a potential customer with this issue and can loose revenue!

When a call comes in and despite our best efforts we can't answer it, that is a critically important disaster. We need this issue fixed!

Any update on this feature? Our phone team members keep having issues with it. A call comes in and they press 1 to answer but the RC system won't accept it.

I'm new to Ring Central and I can't believe this cannot be turned off. WHY!?! SO frustrating! Someone please explain

please have an option to disable

Please let us delete it on queue calls, it is 1 or 2 more seconds added to my customer['s wait time to speak to a human. I don't want to lose business over this. Otherwise we are very happy with Ring Central.

Yes we need to be able to disable this for non RC devices to answer calls!

I must be able to disable this option " press option1 to answer call".

Any advice on how to disable it?

This is very complicated for our outside answering service when we don't get to the phone, we want it to go out to them but now you have to press 1 to answer the call.