Desktop App: "Accept Call Queue Calls" toggle not working after upgrading to 8.1.1.

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  • Updated 2 years ago
  • Solved
  • (Edited)
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The "Accept Call Queue Calls" toggle on the Windows desktop app was working up until I upgraded to the latest version (8.1.1.21232).  After the update, I can no longer update the status through this app, and it looks like the app won't update while running after I change this setting through the web site (it only updates if I exit and re-start the desktop app).
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Abe

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Posted 2 years ago

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Mike, Official Rep

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Are you actually in a Call Queue?   If you are not in a queue, it will appear to be "on".  This is a private conversation so if you want to post the number & extension you are logging in with we'll take a look at it.  If you are in a queue, you'll see a 2nd switch like in the image below.  



Mike
(Edited)
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Abe

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Thanks.  Yes, I am in a call queue.  I have no trouble entering and leaving the queue from the app in version 8.0, and no trouble on service.ringcentral.com either.
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Kim, Alum

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You have a digital line and a physical phone on your extension, so you should be able to register the desktop app to your extension and make outbound calls directly.  If the desktop app is not registering it could be your local router/network blocking the RC communication. I verified with Tier 2 and they recommended checking your router configuration first. 
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Abe

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>>  If the desktop app is not registering it could be your local router/network blocking the RC communication. I verified with Tier 2 and they recommended checking your router configuration first.
I'll take a closer look at our firewall rules when I get the chance, but this really doesn't make much sense to me.  On the exact same network, (exact same firewall/router and firewall rules):
  1. This worked before the update, and not after the update.  This is observed both in the office and out of the office.
  2. This still works at any location on machines running the older (I believe it's 8.0.4) version.
  3. This still works at any location on our Android and iOS devices.
Additionally, I'm under the (possibly wrong?) impression that registering the desktop app is a separate issue altogether. (I don't really care that I'm not able to make calls out directly from my desktop directly without using RingOut, which works.)  Is there perhaps something that changed in the latest version of the desktop app that makes this registration a requirement for the call queue toggle to work now?

Also, is there some place I can find a download to install the older versions since that still works where we haven't upgraded?
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Abe

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I wanted to follow-up here and note that a colleague opened a ticket about this same issue (4687327).  The issue was replicated and escalated to the development team.
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Abe

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After installing the latest version (8.2.1.22660) of the Windows desktop app from https://www.ringcentral.com/office/features/desktop-apps/overview.html, the issue appears to be resolved.  Thanks for your assistance!
(Edited)
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Kim, Alum

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Great! Glad to hear this and Thank you for keeping us updated on this! :-) 

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