Desktop app disables extension without admin override

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  • Updated 2 years ago
It is a problem that employees via the desktop and smartphone apps can override admin settings without a path for admin to reset!

For example, in the desktop or smartphone app, if an employee clicks do not disturb, the phone set will not ring. The admin cannot change without the employee logging into the extension theirselves, or calling ring central to override and change to available.

This is a real admin issue in a number of situations such as, disgruntled employees, absent employees and low-tech employees which think they are just disabling the smartphone app, or if the app crashes, in which case it flipped DND as happened today. 

Further, when calling into tech support, it can take from 20 minutes to a full day for the support team to realize what has happened depending on the capability of the person answering the phone, and the information provided. Simply indicating the the extension is forwarding, while the phone indicates it is not in "DND" mode, will run through... resync, reboot, reset, extension reworking, then possibly hitting on the actual problem that a desktop app or smartphone logged into the extension has overridden the physical phone unit.

This needs to be fixed. Someone was asleep at the wheel in engineering.
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Gary Dailey

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  • Frustrated

Posted 2 years ago

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Cecile Glassy

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We have also had this experience, it seems that it would not be that difficult to provide an Admin override to settings like this.  We have over 2000 users in 28 different geographical sites. We need to be able to override remotely, not by physically going to the extension to disable some user-set setting that often they did not realize they had enabled by accident.
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Andrew, Champion

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I agree that this is a needed feature. We ran into this today and it would be so nice for troubleshooting to look and see at a glance and change status of our client's users.
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Gary Dailey

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The tech was fast in identifying today. His only suggestion was to keep the HUD open in my desktop app to note when an extension has been disabled via the apps.
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Randy Boyd

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We would join in wanting this feature.  1100 users in 10 locations.  We just fought this issue this week, fortunately it was at one of two locations with onsite support.  I guess it doesn't matter how many users, just remote users.