PS: We are on an Office Standard subscription located in Minnesota.
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182 Points
Posted 2 years ago
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182 Points
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110 Points
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688 Points
Brandon Scivolette, Champion
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1,934 Points
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326 Points
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326 Points

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110 Points
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698 Points
Ones again the presence on the HUD got broken again on the desktop app.
The presence on the phone and the desktop app does not sync.
Called again to RC. they instruct me to PURGE the data on each user, I did it and same issue. Then called later and they instruct me to roll back to version 8.4.5, I did it and same issue with the presence.
How in the world RC technicians do not have any idea how to resolve the issue if they cause it by their update.
Saadet, Employee
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68,092 Points
We have had reports of HUD issues with the new 9.1 Softphone.
If you haven't already, please create and submit a case so that we can track & troubleshoot the issue for you. Thank you!

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110 Points
Saadet, Employee
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68,092 Points
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110 Points
Saadet, Employee
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68,092 Points
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698 Points
Hi. Seems like our presence today it is working as normal using version 8.4. I will keep monitoring the status and then I will try to update to the version 9.1.1 next week. By the way I opened a case 05889027.
I want to appreciate that I got contacted by T2 after two hours prior opening the case and I received an email from T3 that they are working on the case.
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192 Points
I keep getting told to check my network but this has been verified previously without change.
Is everyone else happy with the HUD and what it shows? because currently, as it shows people taking calls that they are not on and we can't rely on it, its pushing us towards leaving!
Saadet, Employee
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68,092 Points
Hmmmm....I haven't heard of this issue coming back yet. This is definitely something we need to investigate. Please open up a case with us so we can gather the debug logs, screen shots of the HUD, etc.
Feel free to reply back here with your case number so I can keep an eye on it :)


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192 Points
Graham
Saadet, Employee
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68,092 Points
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688 Points
And if, in fact, the HUD is not to be used to monitor who is on the phone, then what good is it? Not happy. Not happy at all.
Saadet, Employee
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68,092 Points
Really sorry about the experience. As I mentioned above, there are a few things we can do to investigate this occurrence. Please open up a case as per my instructions above :)
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688 Points
Mike, Official Rep
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94,178 Points
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192 Points
@Saadet - The problem is that every time we open a ticket the first few conversations are less about the technical issues but more about convincing the tech that there is a problem in the first place. Sadly in a sea of pretty good customer support this one issue has left me so jaded that I can't spare anymore time persuading 1st line tech to escalate it up to someone who has the time and resources to offer a considered opinion.
My reason for asking was because, after speaking to tech support, I thought I was the only one who had this problem, I am actually and perversely quite relieved that I am not!
Graham
Saadet, Employee
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68,092 Points
Patrick, I will be escalating your case as well.
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326 Points
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192 Points
@Saadet lets just close this ticket for now with a view to getting the update and then assess from there. You don’t need multiple investigations on the same issue with hopefully an identified issue and potential resolution.
Graham
Saadet, Employee
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68,092 Points
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192 Points
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326 Points
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192 Points
When we set up our RC account we were given a local RC assigned telephone number.
Once up and running we ported in our main telephone number.
Up until Thursday last week the RC assigned number was set as our ‘primary’ number when we looked in the control panel and our ported number was listed as an ‘additional’ number.
I asked for these to be switched.
Because the numbers had flipped I also, manually went through the extensions, only 22 so pretty doable, to reset and save the Outbound CLi for each user.
Since a reboot of each users phones the HUD has worked without problem. No more inbound calls showing up as ringing that actually came in 2 hours ago OR calls showing as active on one extension which are actually speaking to someone else entirely.
Good luck if this helps, I will keep you informed if anything materialises of interest.
Graham
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192 Points
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326 Points
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192 Points
My solution seems to have helped but some users still reporting quirks, I have asked how we get 9.3.3 - did you get the update through support or was this a normal upgrade through the application ?
Graham
Saadet, Employee
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68,092 Points
The desktop app should update normally soon. However, if you'd like to get the update a little sooner feel free to contact support and request a link for the 9.3 download :)
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326 Points
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192 Points
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698 Points
Saadet, Employee
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68,092 Points
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698 Points
Saadet, Employee
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68,092 Points
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