Different agent presence between web portal and desktop app (HUD)

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I'm seeing different agent presence (status) between the web portal (service.ringcentral.com) and HUD in the desktop app. The web portal shows "available" and the desktop app shows "busy". I checked with an agent on the floor, and her desktop app shows the same agent as receiving an incoming call. Why do we not all show a consistent presence for this person?
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NPP IT

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Posted 2 years ago

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Mike, Official Rep

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Hi NPP IT,

Are you checking status on the Groups/Call Queues screen?  If so that will generally be delayed, and that is normal (unless you frequently refresh the browser).  If you need to monitor status the best solution will be to use the HUD feature.
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NPP IT

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Mike -- I can see the agent presence if I'm on the Phone System --> Groups --> expand page. The status I saw there (after logging in) was not the same as in HUD. I then logged out of the desktop app, and logged in again. Same problem -- web portal says "available", HUD says "busy". The other person I checked with also was showing the wrong status of this person in HUD. I had her log out and log back in, and the presence then changed to "busy" (same as what I see). It's concerning that the presence isn't consistent because I causes us to react to false signals.
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Mike, Official Rep

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Take a look at the documents here to make sure your network is correctly configured for RC Meetings.  There's a chance this could be a signalling problem.  If the network is correct, and there are still issues, then please open a support case and include dates, times, screenshots etc.

Network requirements, and troubleshooting call quality (QOS) issues.


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