question

conrad-kelly1246 avatar image
conrad-kelly1246 asked ·

Is anyone else having a problem with the HUD showing the incorrect information regarding call state?

This week we have noticed that the desktop softphones are showing the wrong status in the HUD.  We installed the new update (9.1.1.27091) hoping that would resolve the issue but no luck.

PS: We are on an Office Standard subscription located in Minnesota.
General Topic
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conrad-kelly1246 avatar image
conrad-kelly1246 answered ·
I have created a case it is #05892874.
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jayme9103 answered ·
Having the same issue! I opened a support ticket as well.
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patrick-horan4853 avatar image
patrick-horan4853 answered ·
I've experienced this at our company multiple times.  We are a US based company with 17 users who all use RC Desktop from Windows 10.  I've opened a ticket in the past, but was told the resolution was to close and reopen RC Desktop.  Could never get more help than that.
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brandon-scivolette1312 avatar image
brandon-scivolette1312 answered ·
Yep! Since yesterday morning. I thought it was something on our side, but I'm glad I checked the community.
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danielb3368 avatar image
danielb3368 answered ·
Yes, we are experiencing the same with the HUD not displaying extensions and park locations correctly. The only way to get it to show correctly is to log off and log back in. Not very practical to have to do that every 2-3 minutes. I too have a call in, support ticket number 0588-8858. The level 2 tech streamed into my workstation and recorded the session so they could see how the Softphone is acting. He also took lots of notes and is escalating this to level 3 support. 
1 comment
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At this time it seems as if the issue has been resolved. The HUD is working properly now and has been for the last day and half.  We are currently using version 9.1.1.27091.
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jayme9103 answered ·
Let us know how it turns out! They must be working on it as I haven't heard back regarding my support ticket since yesterday and they usually are pretty timely. It is really inconvenient especially when you have calls to transfer and you can't tell who is  really on the phone. 
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gabriel-soto4635 avatar image
gabriel-soto4635 answered ·
This reply was created from a merged topic originally titled HUD not showing the correct presence. Again :(.

Ones again the presence on the HUD got broken again on the desktop app.

The presence on the phone and the desktop app does not sync.

 Called again to RC. they instruct me to PURGE the data on each user, I did it and same issue. Then called later and they instruct me to roll back to version 8.4.5, I did it and same issue with the presence.

How in the world RC technicians do not have any idea how to resolve the issue if they cause it by their update.


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saadetswift16514 avatar image
saadetswift16514 answered ·
Hello Everyone,

We have had reports of HUD issues with the new 9.1 Softphone.

If you haven't already, please create and submit a case so that we can track & troubleshoot the issue for you. Thank you!



4 comments
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I opened a support ticket at the beginning of this week and nobody has gotten back to me yet. I talked to a rep and she told me to purge, but it did not work. I called to let her know but I haven't received any response. 
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Hello Jayme,

I see that the agent sent you an email on 6/20 and is waiting for a response regarding if purging helped or not. You can log in and update your case by clicking the button below :)


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I responded to another email that she sent and I left her a voice message. I will update the case status, but I did reach out to her in two ways.
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Sounds good, Jayme. I will also reach out to the agent and let them know :)
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gabriel-soto4635 avatar image
gabriel-soto4635 answered ·

Hi. Seems like our presence today it is working as normal using version 8.4. I will keep monitoring the status and then I will try to update to the version 9.1.1 next week. By the way I opened a case 05889027.

I want to appreciate that I got contacted by T2 after two hours prior opening the case and I received an email from T3 that they are working on the case.

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opencrm5160 avatar image
opencrm5160 answered ·
Hi. I wanted to add to this thread as we are experiencing the same issues and have been for a while - current version on OSX/Windows is 9.2.4.27921

I keep getting told to check my network but this has been verified previously without change.

Is everyone else happy with the HUD and what it shows? because currently, as it shows people taking calls that they are not on and we can't rely on it, its pushing us towards leaving!
3 comments
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Hello OpenCRM,

Hmmmm....I haven't heard of this issue coming back yet. This is definitely something we need to investigate. Please open up a case with us so we can gather the debug logs, screen shots of the HUD, etc. 

Feel free to reply back here with your case number so I can keep an eye on it :)

  

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Thanks Saadet, appreciate the prompt reply. We have already had this raised as a ticket and told that it cannot be followed up because its most likely a network issue. Thank you for taking an interest but I feel a new case would get us nowhere further forward, my Q was to gauge if this was unique to us or more common as the previous community threads suggest.

Graham
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I do apologize about that! There are a few things that we can do to investigate if it is the softphone itself having issues or if it is network related. If you open a case feel free to include the link to this conversation. Again, reply back here with the case number and let me know if you run into any issues so I can assist :)
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