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the keyboard is not opening when i receive a phone call


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Please help.

 i need to receive phone calls from a company called GTL that is a prison company, my phone ring and i can answer but when the message recorded ask me to press 5 to accept the call, the keyboard on my phone , in the app, does not open and i can't accept the call. I have already tried to uninstall end reinstall the app many times, but it never works...any advice? why the keyboard is blocked during the call, please help me. TIA.

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