Desktop App: HUD/Presence showing incorrectly status

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Weird Activity: Callers Remaining 'on hold' After Disconnect

This past Friday evening we experienced some issues with RC, a situation I haven't yet seen before. It happened for the last hour our office was opened and, I hoped, it was a one time fluke. Unfortunately, it has already happened once today.

Two of our reps had accepted inbound calls. During the call they both put the initial caller on hold and made a second call. When they returned to the first caller they weren't there, they assume they were disconnected. I noticed that something was wrong about 15 minutes later because both of their lines were flashing (on hold) and the HUD showed the same thing. But, I knew it was unusual for them to be on hold for that long. Sure enough, neither was on the phone. I checked the RC queue status and both showed as 'busy'. Adding to this was that both customers, who were originally presumed to be disconnected, called back after waiting on hold for 25 minutes. They thought we left them on hold and they were still connected to our system. I advised both of them to disconnect the hold line and that is when the issue ended.

The most alarming part of this issue is that neither rep knew there was an issue. From their side both their desktop phone and HUD showed them as available.

Has anyone reported anything like this before?
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Brandon Scivolette, Champion

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Posted 4 years ago

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Nathan Malone, U.S. Tier 3 Support

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Official Response
Hello All,

I wanted to provide the following information in hopes to help resolve the HUD issues on the softphone. The new versions of the softphone use a new set of IP subnets to signal presence for the HUD. In order for the HUD to work correctly you need to make sure that your router or firewall will allow traffic both inbound and outbound from the below noted IP addresses over the ports listed on our network requirements page.

Check for Network Updates here:  QoS How do I troubleshoot Call Quality issues? Network requirements?

I hope this helps to resolve the problems.
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Kim, Alum

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Official Response
We hope to have this fixed in an upcoming release

If others need to open a case, please put this in the Subject: PHON-14024 Desktop App receives incorrect line status for displaying in HUD