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!

ZachAttack

288 Points

Posted 3 years ago

3 years ago

Jeremy Miller

798 Points

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.

1 person likes this

2016-05-19T12:13:56+00:00

ZachAttack

288 Points

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 :)

2016-05-19T12:42:11+00:00

Jeremy Miller

798 Points

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.

3 years ago

Kim, Alum

43,734 Points

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

2016-05-19T15:55:39+00:00

Jeremy Miller

798 Points

Kim, no offense but that seems to be the standard answer. I have followed all of the network requirements. I was told by a tier 2 support person that the next release might address these issues so obviously I am not the only one. If RC is going to always blame the network (not saying you are in this case) they need to provide tools that assist in finding the answer. I know you are just trying to be helpful but I have heard that response many times by support. Maybe the communication platform needs to be looked at so it's not so touchy :)

2016-05-19T16:27:16+00:00

Kim, Alum

43,734 Points

Jeremy, our standard response is always to check the network due to so many customers not having the correct configuration and it is critical to the success of the system. So we always want to start there. :)

If you have these already configured, Great!! Then we can move on to the next troubleshooting steps. I will also do some digging into what your were told (do you have a case number I can reference), but I wanted to ask an additional question...Is the issue duplicated on physical phones, or only HUD on Desktop App?

2016-05-19T16:31:43+00:00

ZachAttack

288 Points

Our issues were on both ends, but primarily on the HUD. While I haven't had our IT crew look at the port settings just yet, our network is very strong and we have not had any connectivity issues recently.

Thanks!

2016-05-19T16:41:58+00:00

Kim, Alum

43,734 Points

Zack

Since you've experienced this issue on both the hardphone and the softphone, let's get those ports to your IT Dept just to make sure.
Do you have a case number from when you contacted Support about this? I want to check on it and what you where told regarding this.

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Image: https://d2r1vs3d9006ap.cloudfront.net/s3_images/1418828/4323-xwdjq8_inline.png?1463675995

2016-05-19T19:35:43+00:00

ZachAttack

288 Points

Good Afternoon Kim!
I just verified with our local tech support and cisco (who manages our router) that all of our settings are perfectly matched to RC's recommendations. Any other suggestions on this end or is it just a bug that will be pushed out in a nearby update?

Thanks!

2016-05-19T19:41:07+00:00

Kim, Alum

43,734 Points

Thank you for checking. I'd like to take a look at your case, can I have the case number?

Also, I'll ask around for other suggestions.

2016-05-19T19:43:18+00:00

ZachAttack

288 Points

Hey Kim, I never started a case... so I don't believe I have a case #. I cam straight to the community in search of an answer for this one. Thanks!

2016-05-19T20:12:20+00:00

Nathan Malone, U.S. Tier 2 Support

4,760 Points

Hello Zach,

Do you remember who you talked to? Generally you would not get to a Tier 2 person unless you have an open case that was escalated. To my knowledge there is no known issue relating to the problem you are describing that is set to be fixed in an upcoming release.

My best suggestion to address this issues is to open a case with tech support. We would need screenshots to verify that everything is set correctly. If everything looks good then we can get a call example and send to Tier 3 for further investigation, but from my experience the problem you are describing points me to your network not being configured correctly.

Thanks!

2016-05-19T20:19:20+00:00

ZachAttack

288 Points

Kim and Nathan... it seems like you may both be confused. Jeremy mentioned discussing this with tech support and being advanced to tier 2.

2016-05-19T20:19:20+00:00

ZachAttack

288 Points

Kim and Nathan... it seems like you may both be confused. Jeremy mentioned discussing this with tech support and being advanced to tier 2.

2016-05-19T20:31:24+00:00

Kim, Alum

43,734 Points

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)

2016-05-20T14:02:09+00:00

ZachAttack

288 Points

Thanks Kim, submitted a case just this morning.

2016-05-20T14:42:44+00:00

Kim, Alum

43,734 Points

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

2016-05-20T14:54:32+00:00

ZachAttack

288 Points

Thanks Kim, it's: Case Number: 04650630

2016-05-20T21:41:05+00:00

Mike, Official Rep

93,808 Points

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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