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conrad-kelly asked ·

Seeing "unavailable" and "Only Calling Available" on softphones?

The issue has just started today. Just sent a support ticket.
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danno answered ·
Have not had any issues today (in Atlanta)
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mark-engle answered ·
This reply was created from a merged topic originally titled Many users experiencing dropped calls all morning 3/7/16... anyone else?. Office of 20, almost everyone has been dropped from calls several times this morning 3/7/16. Some are getting the orange "Only Calling Available" message appearing on their Windows desktop soft phone and then getting cut off. Others are getting dropped without any notification. Is anyone else experiencing a related issue?
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Are you on 8.0.4? 
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Sounds like the same issue. I am in Minnesota.
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Yes
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It is happening on inbound and outbound calls. Also happening on internal calls between office extensions. Haven't had the opportunity to test the mobile app to see if that is also affected...
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Okay, Thank you for the additional information Mark. 
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kim answered ·
Can you post a screen shot of the error? 
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Jacob Spaans answered ·
I am having this error as well between all of our lines. It will drop the call and say calling unavailable for a few seconds afterwards, but then we are able to return the call no problem. On some calls we would have to call back and get disconnected as many as three times!

I spoke to support and they gave me a case number but stated we may not hear back from them for 24 hours which is ridiculous.

This does not populate an error message it simply brings you back to the main screen and says calling unavailable. 

It is the same symptoms Mark had posted, we are located in NJ and PA.
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I am having the same issues...  We switched to RC three weeks ago and this is the second time we are having issues with the softphones.  I also opened a ticket and was told they will respond within 24 hrs.  We are located in Minnesota
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Please post the case number here and I'll follow up with it now.
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@Jacob - do you have a case number?
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I posted it below awhile ago and you replied to it but 

04430295
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Thank you...again :-) Sorry lol
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kim avatar image
kim answered ·
10:26 AM MST
We have had reports from other customers regarding this error and are looking into it. We will let you know what we find as soon as possible. 

Please Open a Web Case and post the case number here and I'll follow up with it.

12:17 PM MST 
Issue is still being investigated by our engineering's.
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04430295 is ours
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thank you
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our case # is 04430231 
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Thank you. 
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robert-jerina answered ·
We had a user on a call get disconnected from a call while another person in the same room on that call did not get disconnected. Some people saying the call queues aren't updating. Haven't seen any errors in the softphone app (yet)
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@Robert - Thank you.  Please note that call sample of the dropped call as Support will need it. You can post the call sample in your web case: (Date, Time, Call To, Call From)
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Case opened. Three total users now with dropped calls. One reporting calling wasnt available after one of the dropped calls:

 04431221
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Thank you Robert
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Also report of a customer calling someone direct and getting only a voicemail notification, phone did not ring. Missed call notification showed up more than five minutes later.
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@Robert - "phones did not ring" on Desktop app only  or hardphone too?
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brad-wilson answered ·
We are having the same issue with dropped calls and unavailable. We have restarted one of the computer and when we try logging in it says "having trouble locating account information"
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@Brad - Thank you for the additional information.  We are investigating this issue and our engineers are working to resolve this diligently. 
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Just an FYI... I went in and de-auth her phone on the pc and it let her in. I dont know if it was coincidence or not. The dropped calls are still happening though.

thanks for the note...
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@Brad - do you have a web case number for me? 
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i didn't create one. I tried calling and it said that they are aware of the situation so i figured i would hang on for updates here. I figured the techs have been bombarded and would let them work on it without added tickets
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No worries, you do not have to create a case.  They are working on it now! 
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matthew-briley answered ·
Is there an update on this issue?
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Matthew - As soon as we hear something, this thread will be updated. 
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Do you have a case number I can follow up on? 
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mark-engle answered ·
I haven't heard any official word from RC but none of my users have reported any issues since 1:00pm EST so perhaps it's fixed? **fingers crossed**
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Thanks for the update Mark.  We are still waiting for confirmation, but it does seem to be a very small number of users affected. We'll update this thread when we have more info. 
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mike avatar image
mike answered ·
2:37 pm MST:  We've just received confirmation that this issue has been resolved.  

Mike 
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