The First Step

Question

Desktop App: HUD/Presence showing incorrectly status

Forum|Forum|10 years ago
July 18, 2016
19 replies
3856 views

Weird Activity: Callers Remaining 'on hold' After Disconnect

This past Friday evening we experienced some issues with RC, a situation I haven't yet seen before. It happened for the last hour our office was opened and, I hoped, it was a one time fluke. Unfortunately, it has already happened once today.

Description

Two of our reps had accepted inbound calls. During the call they both put the initial caller on hold and made a second call. When they returned to the first caller they weren't there, they assume they were disconnected. I noticed that something was wrong about 15 minutes later because both of their lines were flashing (on hold) and the HUD showed the same thing. But, I knew it was unusual for them to be on hold for that long. Sure enough, neither was on the phone. I checked the RC queue status and both showed as 'busy'. Adding to this was that both customers, who were originally presumed to be disconnected, called back after waiting on hold for 25 minutes. They thought we left them on hold and they were still connected to our system. I advised both of them to disconnect the hold line and that is when the issue ended.

The most alarming part of this issue is that neither rep knew there was an issue. From their side both their desktop phone and HUD showed them as available.

Has anyone reported anything like this before?

presence

A

alex-d

New Participant

We have experienced similar issues.
Additionally, and possibly related, we have had calls put on hold, the outside end hangs up. this should free up the line, BUT it does not. It continues to remain on hold and occupies the line.
We have to go to the line and end it.
Is our account being charged for these minutes?

K

kim

Employee

@Brandon - I've seen this issue happen in the past for customers who don't have their routers configured correctly. But Brandon, I think you've already verified this recently with us, correct? If so, I recommend opening a web case and putting those call samples in the case. Remember that call samples will need to be within 24 hours and must include the Date, time, called to, called from, and result. If you open a case, please provide me with the case number here.

B

brandon-scivolette

Author

The First Step

I'm not sure. I'm not really worried about the minutes. My concern is that I have reps available but their line is considered 'busy', which means callers cannot get through. Not to mention the two callers I mentioned think we've left them on hold and forgotten about them.

B

brandon-scivolette

Author

The First Step

I guess what I am getting at is: Did any other users report a similar issue on Friday? Around 6pm EST? I searched the forum and didn't see anything, but I wanted to inquire further. If nobody else had the issue then perhaps it is a fluke.

B

brandon-scivolette

Author

The First Step

Gah. Last evening I configured the router with the recommended port triggering and, unfortunately, this morning I still see issues with HUD/presence status showing incorrectly. My router configs are attached via a screenshot.

NOTE: The port triggering information provided to me by Nathan on 6/03/2016 (via private message) and the ports specified in the official support answer on 6/07/2016 differ slightly.

J

jonathan-hunter

New Participant

This reply was created from a merged topic originally titled desktop app HUD - Version 8.1.1 Issues with Presence between Desktop Apps. Hi,
Are there any known issues with the desktop app version 8.1.1 and presence between desktop app clients?
The status doesnt change to Busy or on a call, so calls are still routed as the system sees all clients as available.
Does anyone else have this issue?
Many thanks
Jon

K

kmay

New Participant

This reply was created from a merged topic originally titled Presence on deskphone shows on a call, desktop app shows available. We have a couple of users whose phones are showing on other users' desk phones as on a call. However, they are not and their desktop presence also shows available. When you attempt to call their extension, it sends you to another user's extensions.

K

kmay

New Participant

This reply was created from a merged topic originally titled Presence: user still showing "Available" when on an incoming call.. When picking up an incoming call from the auto-receptionist, the user still shows available in Presence, as well as when retrieving a call from Park.
Presence only shows you are on a call when taking an incoming call on your direct line, a transferred call or when you are on with another RC user.
We would like for that user to show as on an active call in presence ANY TIME they are on the phone.
Is this an RC issue or a settings issue?

N

nathan-malone

Participating Frequently

Hello All,

I wanted to provide the following information in hopes to help resolve the HUD issues on the softphone. The new versions of the softphone use a new set of IP subnets to signal presence for the HUD. In order for the HUD to work correctly you need to make sure that your router or firewall will allow traffic both inbound and outbound from the below noted IP addresses over the ports listed on our network requirements page.

Check for Network Updates here: QoS How do I troubleshoot Call Quality issues? Network requirements?

54.249.82.128/26
54.236.3.128/26
54.241.191.192/26
54.246.196.128/26
54.207.127.192/27
37.58.79.160/27
198.11.216.98/27
5.153.35.160/27
50.22.5.112/28
54.175.63.64/26
54.93.127.192/26
54.209.255.64/26
54.241.191.64/26
54.219.189.192/26
52.4.63.128/26
54.233.127.192/27
54.219.189.64/26
54.175.191.192/26
54.250.252.0/26
54.171.191.192/26
54.93.254.192/26

I hope this helps to resolve the problems.

E

eric-l

New Participant

We're currently running RC Windows vers 8.2.1, and noticed that the new DND presence status appears as "Busy" on everybody else's HUD. Just opened a case regarding this issue, but still noticing some presence glitches as well.

We had a call come through the call queue earlier today which I answered, and after I ended the call, I noticed that one user was still showing there was an incoming call from that same number. Persisted for a few minutes before it corrected itself.

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