Desktop App: HUD Status Update Issue

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We have been testing out and monitoring the HUD for our front office staff and have noticed the status (available/busy/off line) is often times incorrect, doesn't match the desk phone, or is "frozen" from the last status update.  One of our lines has had an "Incoming call from..." blinking on her status for hours.

Each of us has rebooted the app, our phones and even the computer to resolve these issues. But after only a few moments they are reporting incorrect status again.

We are each running windows 7, RC App version 8.0.4.20112.
Thanks in advance for the help!
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ZachAttack

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Posted 4 years ago

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Jeremy Miller

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We have experienced the same thing. We are on Windows 10. I have been told by support that the next release (due out any day now) will address these issues. We'll see! What good is a feature if it is not reliable, right?! I question the QA testing that has been done. I am a relatively new customer and it seems that so many of the small issues should have surfaced if a thorough testing was done. 
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ZachAttack

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Absolutely right, Jeremy. I think what RingCentral is doing is fantastic and there are many hurdles to jump over, but number of things make the overall experience clunky and more complicated than it needs to be. Most of these issues are just as you said and should be caught in testing. I guess that's what the community is for :)
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Jeremy Miller

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Hopefully RC is really paying attention to the community posts because I too believe they could have an awesome product if they put more time in development and QA testing. It seems that RC put some "cool" features in at the expense of fundamental phone system functions. For example, call routing for a front desk operator is not very fluent. The HUD should be way more sophisticated to handle transfers to voicemail right through the interface with a headset. It feels like they have only addressed the needs of very small companies (less than 10). Anyway, I could go on and on. I think RC has huge potential if they invest in development and QA.
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Kim, Alum

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I recommend starting with the Network requirements.  If the issue continues after verifying these settings let me know. 
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Kim, Alum

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Zack - I talked to Tier 2, 3, and the SE's regarding this post and they all point to first check the network first and foremost. If there is a possible bug here, please open a web case to be escalated.
(Edited)
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ZachAttack

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Thanks Kim, submitted a case just this morning.
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Kim, Alum

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Great!  Thank you for letting me know.  What's the case number and I'll follow up with it?
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ZachAttack

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Thanks Kim, it's: Case Number: 04650630
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Mike, Official Rep

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Thanks for the follow up.  It looks like your case was assigned to an agent named Chris who's reached out to you. Notes on the account indicate he would like to screenshots of your firewall setup.  

You can use this link to check your case status and add updates/screenshots. 

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