Ring Intercom detects when someone is ringing at the entrance but cannot send the signal to unlock the door

Hi, I have a Bticino BT-344922 system at the front door which is on the list of supported devices by Ring Intercom.I followed the instructions and connected the C-9 and C-10 wires to the BUS ports (as suggested by the app). When someone rings, Ring recognizes this and I get a notification in the app. However I cannot unlock the door. I press the button but nothing happens. The unlock signal never reaches the door. I can unlock it if I manually press on the physical device (as always) but not through the Ring Intercom app.Has anyone else encountered this problem?