question

whalen avatar image
whalen asked ·

When adding presence, duplicated names do not disappear

Hello,

We received about 20 311s for a company.

When I first turned on all the phones, I was confused as to why I saw the user's name duplicated next to all keys.

I chatted with support who explained that I could change that setting to something else via the phone internal web ui. Experimenting with one of the handsets, he showed me how to login to the web ui and change the display to 2. Later he explained that if had set Presence on the phone, the number of duplicates would have reduced down to two and the presence indicators would appear in number 3 and above.

[Edit: While still in the web ui, I reverted the list of names back to six.]

Since then I've added presence name(s) to all of the phones. The phone we experimented with above, however, still shows the user's name six times and no presence indicators. I've tried removing and readding presence on the phone to no avail. The portal shows correct Presence. It's just that the phone screen shows the user's name six times.

RC support tried to fix this on their end but then started to tell me I had to open ports on my firewall. This is affecting one out of 20 phones behind the same firewall. This is not a firewall problem.

The case is escalated but they said I'd likely not hear back until Monday which is when I turn the phone over to the user. Hopeful that someone has seen this problem.

Cheers,

M
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mike answered ·
Hi Whalen,

I've located your account and the related case 05621393.   I've changed this to a private conversation so I/we can post details.

  Created By: Sarah (4/3/2017 8:34 AM)
-Called Mike at (281) 881-3471 and left a voicemail with direct number
-Asked Mike to reboot phone to see if it's hitting the provisioning counter

If you haven't' done so, can you reboot the phone then reply to the case using the button here:
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