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Incoming Calls Force Virtual Office Calls to Drop in 8x8 Express
8x8 Support

Incoming Calls Force Virtual Office Calls to Drop in 8x8 Express

You can use Cellular Assist so that the cellular connection handles the inbound and outbound calls rather than the mobile data. Learn more here.

Symptom

While on a phone call using the Virtual Office Mobile app in data mode on a Sprint or Verizon smartphone, a call in to the cell phone's direct phone number (DID) forces the VO Mobile call to drop.

Applies To

  • Virtual Office Mobile
  • Sprint mobile data service
  • Verizon mobile data service

Resolution

Use Cellular Assist so that the cellular connection is handling inbound and outbound calls rather than the mobile data or Wi-Fi connection. Alternatively, use a Wi-Fi connection for VO Mobile data phone calls.

Cause

This is a known issue with older Verizon and Sprint smartphones, which are unable to simultaneously handle cell phone and mobile data activity. These phones are 3G pre-LT/LTE models, typically up to and including those debuting in 2012. This covers Android and iPhone models up to and including the standard iPhone 5.