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.

Description
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 3 years ago

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alex d

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We have experienced similar issues.
Additionally, and possibly related, we have had calls put on hold, the outside end hangs up. this should free up the line, BUT it does not. It continues to remain on hold and occupies the line.
We have to go to the line and end it.
Is our account being charged for these minutes?
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Brandon Scivolette, Champion

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I'm not sure. I'm not really worried about the minutes. My concern is that I have reps available but their line is considered 'busy', which means callers cannot get through. Not to mention the two callers I mentioned think we've left them on hold and forgotten about them.
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Kim, Alum

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@Brandon -  I've seen this issue happen in the past for customers who don't have their routers configured correctly.  But Brandon, I think you've already verified this recently with us, correct?  If so, I recommend opening a web case and putting those call samples in the case.  Remember that call samples will need to be within 24 hours and must include the Date, time, called to, called from, and result.  If you open a case, please provide me with the case number here.  
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Brandon Scivolette, Champion

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Hi Kim. You are correct. But shortly after configuring the router last time around I removed the settings because I found some conflict. I actually planned to try again this week, I am in the office overnight for a software release and planned to update the router configs again at that time.

But, the issue I described is really unique, I wonder if it could be something else. Considering we've had RC for more than 5 years and I've never had this issue. Plus, it affected an in office employee and a remote employee, both at the exact same time. I found that a bit coincidental to be just router settings.
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Brandon Scivolette, Champion

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I guess what I am getting at is: Did any other users report a similar issue on Friday? Around 6pm EST? I searched the forum and didn't see anything, but I wanted to inquire further. If nobody else had the issue then perhaps it is a fluke. 
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Brandon Scivolette, Champion

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Gah. Last evening I configured the router with the recommended port triggering and, unfortunately, this morning I still see issues with HUD/presence status showing incorrectly. My router configs are attached via a screenshot.

NOTE: The port triggering information provided to me by Nathan on 6/03/2016 (via private message) and the ports specified in the official support answer on 6/07/2016 differ slightly. 

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Kim, Alum

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I'm going to create a case for you and I'm going to do some digging...
(Edited)
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Jonathan Hunter

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This reply was created from a merged topic originally titled desktop app HUD - Version 8.1.1 Issues with Presence between Desktop Apps.

Hi,
Are there any known issues with the desktop app version 8.1.1 and presence between desktop app clients?
The status doesnt change to Busy or on a call, so calls are still routed as the system sees all clients as available.
Does anyone else have this issue?
Many thanks
Jon
(Edited)
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Brandon Scivolette, Champion

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Maybe try the new update to 8.2.1.22660? Although, your issue sounds like it's something more serious. To clarify, "busy" is just a status, it doesn't stop calls from being routed on its own. You need to also turn off the two options for accepting direct and queued calls.
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KMAY

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This reply was created from a merged topic originally titled Presence on deskphone shows on a call, desktop app shows available.

We have a couple of users whose phones are showing on other users' desk phones as on a call. However, they are not and their desktop presence also shows available. When you attempt to call their extension, it sends you to another user's extensions.
(Edited)
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KMAY

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This reply was created from a merged topic originally titled Presence: user still showing "Available" when on an incoming call..

When picking up an incoming call from the auto-receptionist, the user still shows available in Presence, as well as when retrieving a call from Park.
Presence only shows you are on a call when taking an incoming call on your direct line, a transferred call or when you are on with another RC user.
We would like for that user to show as on an active call in presence ANY TIME they are on the phone.
Is this an RC issue or a settings issue?
(Edited)
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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?

54.249.82.128/26
54.236.3.128/26
54.241.191.192/26
54.246.196.128/26
54.207.127.192/27
37.58.79.160/27
198.11.216.98/27
5.153.35.160/27
50.22.5.112/28
54.175.63.64/26
54.93.127.192/26
54.209.255.64/26
54.241.191.64/26
54.219.189.192/26
52.4.63.128/26
54.233.127.192/27
54.219.189.64/26
54.175.191.192/26
54.250.252.0/26
54.171.191.192/26
54.93.254.192/26

I hope this helps to resolve the problems.
(Edited)
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Brandon Scivolette, Champion

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Hi Nathan. Our router settings (including the IP's you listed above) look good. What about Windows Firewall on the users local machine? I'll assume if the desktop app is working correctly (excluding the random presence issues) then it probably isn't a local PC firewall issue?
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Kim, Alum

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Brandon - can you post 2-3 call samples in your case (calls from today or within the last 24 hours). 

Case#  04823485 
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Brandon Scivolette, Champion

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Hi Kim,

Honestly, it's the exact same thing every time. I previously posted a screenshot of the HUD in a different post. I can provide more, but they are all the exact same thing.
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Also, I just realized that no matter what the issue is (incorrect presence, HUD showing incoming call even though it was already answered, etc) they are ALL related to inbound calls. Outbound calls show the presence correctly the majority, if not all the time. I can't say outbound calls are correct 100% of the time, but that's only because I'm not certain. I think all of my issues are related to inbound.
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Kim, Alum

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Thank you for reminding me of the other thread/case. 
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Eric L

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We're currently running RC Windows vers 8.2.1, and noticed that the new DND presence status appears as "Busy" on everybody else's HUD.  Just opened a case regarding this issue, but still noticing some presence glitches as well.

We had a call come through the call queue earlier today which I answered, and after I ended the call, I noticed that one user was still showing there was an incoming call from that same number.  Persisted for a few minutes before it corrected itself.
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Brandon Scivolette, Champion

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The second issue you mentioned is something we see all the time. We also have situations where the presence indicator on the desk phone is working correctly but it doesn't show correctly on the HUD (not just the false incoming call on HUD). Then minutes later it will be the exact opposite (HUD will be correct, desk phone shows nothing). It's really weird.

Ultimately it's not affecting our ability to answer inbound calls, it just confuses the staff and can complicate otherwise simple tasks.
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Brandon Scivolette, Champion

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Just to be clear, the issue is SO much worse today. Users couldn't change their status (busy to available) for nearly an hour, HUD is 2-3 minutes behind the desk phone in terms of syncing the actual presence of a user (e.g. user is on a call and HUD won't reflect that until 2-3 minutes later) and similar issues. I've already spoken with Anthony, the rep who called, but so far no suggestions as to how this can be resolved :(
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KMAY

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We are also having really strange issues with HUD. User A parked a call, user B picked it up. However, on HUD, call is showing as incoming on User C's phone for several minutes. 

Multiple similar issues.  Never know if HUD is accurate or not.
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Eric L

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Yeah, this presence issue with the HUD has been absolutely terrible today.  It either shows users have an incoming call that was from 10 minutes ago and the phones aren't even currently ringing, or the phones ring but nothing shows up on the HUD.  And just now during a call, there was a big delay in being able to put the caller on hold and park.  I even got a notification that the Park feature is not available at this time.

Our Polycom VVX500 phones are also showing one user is on the phone, even though she hasn't made/answered a call for at least 45 minutes.  The same user also wasn't able to receive Call Queue calls even after coming off DND.

I don't know what's causing these issues, but this is seriously getting out of hand.  And before a RC Tech asks, we have configured our router settings to match your requirements, and have reviewed them numerous times when previous issues occurred.

Between the unreliability of the Presence feature (on both desk phones & the app/softphone), and the lack of several BASIC features (some of which were requested by users as far back as 3 years ago), I'm honestly beginning to question how RingCentral has been rated as one of the best VOIP providers.

PLEASE FIX THIS ASAP!!!!!
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Brandon Scivolette, Champion

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Kim (and RC Team),

I feel like I've dealt with so many people, between the support community, reps on the phone, etc and I've provided a lot of information about the problem, but it's not all in a single place. So, to help your tech folks locate the issue I am giving you a single summary of the issue that has been discussed in multiple posts and tickets.

I want to start by reminding you that I own a software company and I write software architecture, so I have expertise that is relative to the problem. I am only pointing this out because, as I am sure you know, most people lack this expertise and can often confuse a real issue with their own user error. 

Our Setup
I have four employees. 3 of the 4 employees work in the office every day, 1 works remotely most days. For those in the office, they have a Polycom desk phone which they use to make and receive calls. Each employee also has the desktop app running, but this is primarily to quickly set their presence status and it makes it easier to track other user's presence. The remote user does not have a Polycom desk phone, she uses the desktop app to make/receive calls and has a Polycom headset. All users have Windows 10 as their OS.

Issue Summary
There are many variations to the issues we experience, but most often the issue is the presence/status of one or more users isn't accurately reflected. That could be on the HUD, on the desk phone itself and, sometimes, on both. Examples of this are:

  1. A user is shown as on a call or on hold when they are not
  2. A user shows as available but they are actually on a call

To be clear, the above examples can happen on the HUD OR the desk phone, and sometimes both (at the same time). It's completely random, and some days the issue may even switch between the two. For example, today our desk phones are showing presence for each user correctly while the HUD is completely off, absolutely incorrect 100% of the time. However, it's quite possible that at some point today the desk phones will show inaccurate information and the HUD will be the accurate source. It's also possible that, at some point today, both will accurately display user presence. It's a crap shoot, we never know. As I write this post I am watching my HUD as it shows one user on a call and another user has an incoming call, yet the desk phone correctly shows that neither user is on a call right now.

Variation 1
A variation of the issue described is when an inbound call is answered yet continues to show as ringing other users for a period of time. Example: An inbound call from 555-555-5555 simultaneously rings three users. User 1 accepts the call and is connected. The HUD will usually (correctly) show that user 1 is on the call with that caller. However, the HUD will continue to show the same caller as an incoming call to user 2 and user 3. There are times when this lasts a minute or two, and other times it may last 20 minutes or more. Ultimately it doesn't affect their "true" status since they can still accept new incoming calls, but it can be confusing when you look at the HUD.

Variation 2 (More Severe)
So far the issues I have described are more of an annoyance than anything. While their presence may not be accurately displayed the RC system still knows their "true" status, allowing them to accept calls if they are truly available. However, with this 2nd variation of the issue their true status can be incorrect, which means that available users are not receiving inbound calls. This is, obviously, a very big deal because we could have potential customers in a call queue, and reps available, yet the reps don't even know that there are inbound calls. Most often we find out about this issue when we receive a voicemail during office hours. With reps available we don't expect to see a voicemail come in and, when we do, it usually has something to do with this issue.

To clarify, my definition of "true" status is the status RC shows for each user in a specific queue in the "Member Availability" screen (screenshot attached). In this particular variation the user will show as busy or unavailable when they are, in fact, available. By 'available' I mean their actual status is "Available", they are not on a phone call and they are accepting queue calls.

Troubleshooting
We've done a lot of troubleshooting here and have already completed the obvious tests and potential fixes. Most recently I was here overnight and configured the router with the recommended port triggering and QOS (per this resource).

Observations
As someone who understands software I am consistently looking for patterns. 98% of the time software issues have something in common; locating that commonality will typically give clues as to the root cause. This issue, and the many variations, have been ongoing for a very long time. As I write this I can confirm the following:

  1. It happens at random. There are no patterns in terms of the day, time, call volume, number of users online or anything similar. It happens when it happens, there does not appear to be a specific trigger. There are days, sometimes maybe even weeks, when we have no issues at all. Conversely, there are times when it happens constantly
  2. Whether it is the HUD (desktop app), desk phone or both is also random. There isn't a pattern
  3. No other applications, computers, connections, etc are affected. Everything else (e.g. the Internet, Internet connection, local PC's, software, etc) all operate normally when these issues occur
  4. I am 100% certain that the cause has nothing to do with the router, Internet or the configuration of either. I know this because the employee who works remotely experiences many of the same issues at the exact same time. Considering she is not on our network and using a different ISP this means that it cannot be network related. This point can be proven by Nathan's support response in which he verified that a remote user cannot be affected by our internal network under the conditions I described
The Root Cause
I am not a RC engineer and I don't know how your software works. So I can only hypothesize as to the root cause, the one thing the the majority of the issues have in common: the syncing of user presence.

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Eric L

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YES!  Well said Brandon!  Everything you mentioned is essentially the same that we experience, and I'm sure MANY others as well.

RingCentral, if you advertise that you have certain features available, make sure they work most of the time.  It's understandable if an error/glitch/bug occurs every now & then, but this is too much.  As Brandon said, some days/weeks you're fine, others are a nightmare.  There is no way to prevent it, and no way to fix it when it occurs.

Do not try to blame it on Windows 10, because this was happening long before we upgraded to Win10 (about a month ago, FYI), and even before the 8.0 update for the Desktop app.
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Brandon Scivolette, Champion

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I get what you are saying, Eric. But, believe me, software development at their level is nearly impossible to get right. I have no doubt they are trying, but it's complicated, I'm sure far more than we know (or want to know). 

These issues are annoying, I can attest to that, but I think RC really does have good intentions. Unlike larger companies, say AT&T, RC is an innovator. Always thinking, expanding, growing, acquiring (e.g. Glip), which ultimately benefits us. I've continually been impressed with the number and rate of features they release, it really is pretty exceptional from a development perspective.
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Eric L

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Don't get me wrong, Brandon.  I am IMMENSELY more satisfied with RingCentral than Vonage.  And I cannot imagine what occurs behind the scenes.  However, I do find it disappointing that there have been features which have been requested years ago by many users, yet features recently requested by a few are implemented sooner.

Aside from the Presence issues, the occasional call quality issues, and lack of some basic features, I've got no qualms with RC.  It just gets annoying when these issues continue to recur, and my coworkers complain asking for solutions I don't have.
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Brandon Scivolette, Champion

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I get it, I do. Same issue here. My employees get annoyed and they want me to fix it, but there's only so much I can do.

Doubling back to the call quality issues, what steps have you taken on your side? I can't say any of my staff has reported call quality issues in a very long time. And, the last time it was an issue, I found out it was because of the way we had each workstation configured. I was running a single ethernet connection to the desk phone, then directly from the phone to the PC. Ultimate mistake. Found out that I was killing 90% of our bandwidth this way, thus we had call quality issues. I now run a single ethernet connection to each and it fully resolved that problem.
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Eric L

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We've got our phones configured the way you first described, essentially a daisy-chain.  Haven't tried setting it up with separate connection like you mentioned, but if it had as big of an impact as you're saying, I'm going to make a suggestion to my boss & IT guy.

The call quality issues are intermittent, but ultimately we either hear static only on our end, or the call is garbled for both parties.  It's hit-or-miss just like the Presence; some days are fine, some are not.  Sometimes all users are affected, sometimes only a few experience issues.

Our IT guy has suggested that we don't stream music using the network (either via computer or phones connected to Wi-Fi), as services like Pandora can be a bandwidth hog.
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Brandon Scivolette, Champion

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I can almost guarantee that is the source of your quality issue. We were experiencing the same problem for several weeks, maybe a year ago.

I felt like our Internet speed was more than sufficient but I couldn't figure it out. So, I hired an IT tech to come in and look over our router, thinking it was some advanced configuration that we needed to set up or modify. This was after I spent countless hours trying various things on my own. He looked over our network and settings and quickly determined that was not the source. 10 minutes later he identified our setup as the problem and showed me how he measured the bandwidth capacity, both before and after. The difference was night and day, never had an issue since then.
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Eric L

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We've debated setting up a completely separate network & router for the phones, but that would just be more expensive.  And it's surprising to hear that the daisy-chain setup is causing such a loss of bandwidth.  Our IT guy had explained that the phones are pretty much acting like a switch, but since you experienced a drastic improvement with such a cheap & simple fix, I'm going to look into changing our setup.

Did you have your wall jacks replaced with ones that have two ports, or are you just using a splitter?
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Brandon Scivolette, Champion

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The phones do act like a switch, which is why I had the setup configured that way in the first place. Plus, the RC guides for setting up a deskphone specifically said to do it that way (this was years ago, very possible that isn't the case anymore). But think about it, a typical switch doesn't have much functionality, it's just a switch. While the desk phone may be able to perform the duties of a switch, it's actual function is to be a phone.

Anyway, you can find out for yourself by testing it out. Don't worry about making it pretty. Just run a new ethernet connection from your router directly to the PC and remove the phone to PC connection. When I tested my setup I literally ran a 100' ethernet cord through the entire office. Takes 5 minutes and it will give you the answer you are looking for.
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Eric L

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I'll have to see if we've got a cord long enough to try something like that out.  And this means that you're not splitting the ethernet at any point, and instead you have a dedicated ethernet connection going from the router/switch to each phone & computer.  Is this correct?
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Brandon Scivolette, Champion

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Correct. I believe I looked at the option of a splitter but I think I learned that it isn't as effective as a direct connection. It was a while ago so I am not entirely sure if that is true or not, so I recommend researching the topic. Also, for my office it wasn't a huge deal since each individual office has two LAN ports.
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I've spent most of my day really exploring this issue. I figure today is a great day for it because it's been consistent and, as any developer will tell you, it's always best to troubleshoot as the issue is occurring.

Anyway, I've talked with my employees about the variations of the issues to see if anything they have experienced helped me understand it better. My office manager, Kayla, said something that really grabbed my attention. She was talking about the sync issues and how, at times, it appears that the presence of two users were somehow intertwined. For example, user 1 is on a call and is the only user on a call, this shows correctly on the HUD. While user 1 is on the call User 2 makes or accepts a new call. Sometimes, when this happens, user 1 appears to be on two calls while user 1 shows as available. When user 2 hangs up the HUD immediately shows user 1 as being on one call. I found that interesting.

As I thought about this further, and the sync issues, I started to think about what could cause such confusion. Then it hit me: cache. What if the RC desktop app is somehow confusing current data with cached data, or something similar? As a desktop application it stores all kinds of data so I assumed this must be possible, especially when you consider how much is going on behind the scenes.

So, I explored the desktop app and found the 'Purge Data' button (cog icon > support tab). I clicked it. When the desktop app reopened I signed in and, believe it or not, the problem was resolved - Immediately both the HUD and desk phone were synced. My initial thought was that this would only affect me at my local workstation because, afterall, I only purged my local application data. But, inexplicably, it resolved the problem for everyone, even my remote employee.

Now, is this a real solution? I doubt it. It's only been 30 minutes since this happened and, while everything is still working correctly, I am guessing the problem will come back shortly. I also find it very odd that the purge data on my local computer fixed the issue for everyone; that will definitely need to be explored further by someone at RC.
(Edited)
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Brandon Scivolette, Champion

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Of course, right after posting I see that the 'incoming call' issue has returned. Presence of all users, both desktop app and desk phone, is still accurate. But clearly purging the app data didn't resolve this annoyance.
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Brandon Scivolette, Champion

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Hi Kim,

This thread talks about a few issues, but today I'm back to the original issue where a caller that was put on hold appears to be disconnected yet, somehow, remains on hold. Basically, the exact same thing I described in the original post on this thread. It first happened last Friday and hasn't happened since then, until just now. I have a user who is not on a call yet RC thinks she is. My guess is that, just like the previous occasions, the caller that appears to be on hold really is on hold. Is there a way to force the line to disconnect from a call?
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Kim, Alum

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Please get with Sean, the T3 agent working on your case.  He sent you an e-mail yesterday. 
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Brandon Scivolette, Champion

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He did. But I believe what he is looking into is the other issues with presence/sync between HUD and desk phone. I don't think a caller somehow remaining on hold, even though the call appears to be disconnected, is related.
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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 
(Edited)
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Eric L

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How soon can we expect this upcoming release?
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Mike, Official Rep

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Hello Eric,  I just checked and there's no ETA available for this yet. 
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Cxserv Support

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Any update?  We are starting to resell this to different customers and this will undoubtedly be an area of concern, after all it is one of the main features of the desktop app!
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Mike, Official Rep

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Cxserv Support 

Sorry this thread didn't get updated. This case has been resolved and closed.  

Where you still having issues, or just checking in? 

Mike
(Edited)
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[none]

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Hello, We are having issues so I dont think this is resolved. I have found that users who are working on softphones show as 'available' when they dont even have an internet connection, and also when they aren't really even logged in to the softphone to take calls. This is the same problem also in the online super admin interface where I click on 'groups' and click on who is available and it shows users who are not connected or not logged in as available. HUD should defintely show people who are not logged in to the softphone or not online as 'offline' or 'unavailable' or 'not logged in' etc. Please fix. Presence does show when someone is taking a call, but it misleads in showing people as available when they really aren't.
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Mike, Official Rep

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[none] 

Can you go ahead and open a case with some samples, screenshots, numbers etc so our team can take deeper look. 

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Eric L

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A couple of coworkers and I have updated to version 8.3.4, which I was hoping would resolve the issues with displaying presence errors.  Unfortunately, it doesn't seemed to have fixed the issue.  The HUD for all of the other users in the office (including the users on 8.2.1), show that I am currently on a call, even though I'm not.  Furthermore, I wasn't even the one who answered that call, yet it shows I still have an active call with that number.

For one of the users on 8.3.4, I logged her out & closed RC Desktop, then deleted the two folders in Appdata>Local>RingCentral, then logged her back in.  No change.  I then did the same for myself.  Again, no change, other users are still showing I'm on that call (which I never answered), even after 40 minutes have passed since the call ended with another user.

Image below is HUD from Ext.402, running vers RC Windows, 8.3.4



Image below is from my call log, showing that I missed that call.  Call was actually answered by Ext.402, parked in Ext.104, picked up by Ext.404.

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Shurhold

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Are you seeing this behavior on the desk phones presence screen?
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Eric L

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Both the Desktop app and the desk phones still show that I'm on a call.  Another user, Ext 404, is now showing an incoming call that was answered by somebody else about 10-15 minutes ago.
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Shurhold

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We had this same issue.  Support had us remove presence off every user so they were clean as day one.  Then re added presence as needed on each phone.  While this did work it was a major PITA!  Luckily we do not have a ton of phones but what a piss poor solution.  Think if you are a facility with 20, 100 or more phones.
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Eric L

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Thanks for the tip!  I'll give it a shot later when our office closes and the phones aren't active.

We're also finally going to be getting our phones & computers on separate routers, so hopefully that resolves some issues as well.  Brandon mentioned earlier in this thread that the difference was night & day after making that separation.
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Shurhold

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Separate router or switch?  Do you have your IP phones in a VLAN now?
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Eric L

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All of our phones & computers run through the same routers right now, and each phone is set up in a daisy-chain with the computer

Router>Phone>Computer

We're going to have one router for the computers, and a separate router for the phones.
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Gabriel Soto

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Hi. Last Monday we started having issues with presence on the Blind transfers. When the receptionist transfers a call from a customer to a user using the blind transfer, the call reach the user but the presence on the HUD for the windows app and the deskphone do not sync. It shows the user is still available. Anybody is having the same issue?
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Mike, Official Rep

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Hi Gabriel if you are having presence issues please open a support case and include all the details. There were some recent issues so if it's persisting let us know. 



As far as HUD not syncing with the desktphone, that is normal and we have an existing feature request.  You can visit this page to vote on the idea:  HUD Display: Please have Deskphone DND status show on HUD
(Edited)
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Gabriel Soto

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thank you Mike. I opened a case 05528795 that as far that i know the engineers are working in the resolution but there is no ETA time to be resolve. But as far I been reading more on customers post i'm disappointing of selecting RC as phone provider.
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Mike, Official Rep

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You're welcome.  Sorry, I know lack of certain features is very frustrating.  I don't have specific details yet, or an ETA but our Product Team does have plans for more advanced presence functionality so. Keep posting your ideas and concerns, and voting on those feature requests that most interest you. 

Mike
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Gabriel Soto

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Mike. Blind transfers was no lack of the feature. It was working since we started using RC last December. Just suddenly this Monday it's not working any more.
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Mike, Official Rep

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You should still be able to do a blind transfer.   

Call Handling: What is the difference between a Blind and Warm Transfer?

If this process doesn't work as shown in the KB article  let us know. 

Mike 
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Billy O'Neal

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Hi Mike - can you elaborate on what those recent issues were and possible remedies?  We are seeing many of the same presence issues on a handful of users.

Thanks!
Billy  
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Mike, Official Rep

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Billy, it's hard to give specifics because several users experience different things. But, most of these issues are due to network configurations.

If you've double-checked your network according to this guide, but are still having issues please open a case and include details so that it can be researched.

QoS How do I troubleshoot Call Quality issues? Network requirements?



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Gabriel Soto

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Billy. We have our case open for the HUD no updating the presence on the desk-phone or soft-phone on Blind transfers since March 6 and still no ETA to be resolved. According to tech support it just affecting some customers. 

This issue is not affecting at all the call quality and no call are missed or dropped. It is just frustrated for the users because they can't see the caller ID when they missed a call and the customer does not leave a message.

The issue it is not related to a network problems because we haven't change anything on it and like I mentioned before it was working since we started the service on December.

I tested with lines that are out of our network office and we have the same issue.

I installed the new version on the soft-phone 8.4.5 and that did not resolved the issue.
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Billy O'Neal

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I had 4 users with this issue and I rebuilt one of them just as a test.  This seem to have magically cleared up the issue for the other 3 users as well.  These users are in different office and groups so I find that strange.  I guess it could all be coincidence.  Have you had any luck?
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Gabriel Soto

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Billy.

I just arrived from vacations and the receptionist informed to me that the issue with the Blind transfers not showing the presence on the phone or the soft phone app got resolved like a week ago.

 The only small thing is that I was checking the status on the case during my vacations to see any update from RC and there was nothing saying the found the issue and resolved. 

Right now everything seems to be back to normal with little issue here and there.

Thanks!

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