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william-drescher avatar image
william-drescher asked ·

softphone does not display new messages unless I logout/login

Using the Windows Softphone in the US.  Our system is configured to always take messages.  However, when I am logged into my softphone the message count does not increase when a message comes in and the new messages are not displayed until I logout and log back in. 
Best if it updated automagically, but is there a way to update the message display  without logging out/in?
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J.B. Ferguson avatar image
J.B. Ferguson answered ·
William,

My softphone (still the older version - v8.2.1.22660 - they haven't updated me yet) does automatically show a voicemail notification when a voicemail is left, which is the way it is supposed to work. There is no configuration item which enables/disables this functionality.

Which operating system and softphone versions are you running? Has this just recently started or has it always been that way for you? Have you tried uninstalling and re-installing the Desktop for Windows (softphone) app? Often times just uninstalling and re-installing will work out some of these strange occurrences.

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william-drescher avatar image
william-drescher answered ·
My computer OS is WIN10.  The softphone is the current version, 8.2.1 and was just installed.  We just became RC customers.
One of our computers is older and needs version 8.0.4, and the same thing happens.
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I am running my version on a Windows 7 Professional machine. I also have the softphone (same version, v8.2.1) on a laptop running Windows 10 Professional. I deauthorized my desktop and tried a call and voicemail on my W10 laptop.

Once again it worked as it did on my W7 computer where I got the notification of a voicemail on the laptop softphone.

I would start a case with support as something is not working properly on your system where it should. You can tell them that a RingCentral Partner tested it and has it working properly (as designed) on a Windows 7 Pro and a Windows 10 Pro computer.

You can open a new case here:
https://service.ringcentral.com/login.asp?p_next_page=RCSupportPortalCreateNewCase


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As it always happens,  just as soon as I wrote this it started working as expected.  I will need to see if the problem happens only on the older version of the softphone and the older computer - tomorrow.
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Of course! :-)

Glad it's working for you on the Windows 10 computer. Mine has always worked for many years now but it could be a combination of the old and the old. 
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As soon as I said it was, it stopped updating automatically.  The message(s) appear as soon as I hit "more" at the bottom of the form.
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Jan, Thanks for assisting. 

William... It's always  a good idea to check your router configuration as well as making sure you on the latest version of the softphone. There's a chance this could be a signalling issue.  Visit:   RingCentral Network Requirements - Extended
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