Presence not working when a user picks up a call from a park location

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I have a case open for this issue without resolution until September 2016.
Case 04653155  JIRA: CNV-17713

 All users have Cisco 514g phones. Some users have the expansion module to monitor presence. Each phone has 4 buttons to the right of the display. Buttons 3 and 4 are assigned to 2 park locations. We call them Park 1 and Park 2. All 50+ phones are set up this way. A caller can be "parked" by pressing one of those two buttons. Any user can see that a call is on "Park" and simply pick up that line.

The Problem: When user 1 picks up a parked call, user 2 with the expansion module is unable to see that user 1 is on an active call. Presence does not work.

Observation: When user 1 makes an outbound call or receives a call directly from an outside line or extension, user 2 can see on the expansion module that user 1 is on an active call. Presence is working.

Question: Is anyone else having a problem with presence and users picking up parked calls?

I'm wondering if this is a big enough issue among many customers that RingCentral may apply this fix within 3 days instead of 3 months. This client of mine is extremely frustrated and I don't want to lose them. They're my biggest client by far...50+ users and 20 to 30 more over the next 1 to 2 months, assuming they're still RingCentral customers.

Thanks for listening! Todd
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KCC Admin

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Posted 2 years ago

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Kim, Alum

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Thank you for contact the Community and for letting us know the Case Number.  
Great News!  Our engineers have identified the issue and hope to role out a fix in Q4 this year. 
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KCC Admin

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Kim, you're welcome. I'm aware the problem has been identified and will be fixed by Q4 this year. That's what I posted. Thanks.
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Greg Fagenstrom

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Q4! I too have have an open case (#04637282) that was opened on 5/16 and I was told then they had identified my issue as a bug and were working to resolve it. That means you've known about the issue for almost a month already. This is unacceptable. How can you break a critical function of my phone system and take 5+ months to fix it. Is there any way to move us back to the previous version?

Greg
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Mike, Official Rep

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Greg,  Sorry but since this is a platform issue, there's not a way to roll back just your account. 

Mike 
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Jeremy Miller

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This reply was created from a merged topic originally titled Presence not working when a user picks up a call from a park location.

This post was already submitted but seems to have been removed for some reason. After the user picks up a parked call the receptionist can no longer tell if they are on the phone or not. The user shows available even though they just took the parked call. This is a known issue and was told Q3/Q4. An update was just released and did not fix the problem. Is this an issue with RingCentral servers and not on the client side? This needs to get fixed ASAP!
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Greg Fagenstrom

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Any update on when this will be fixed?
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Mike, Official Rep

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Greg, We'll try to get an update on this one. 
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Mike, Official Rep

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Greg,  Sorry for the delay.  I did some research and the topic of this thread (CNV-17713 mentioned in the top post) has been resolved. 

However, the case number you posted above is for a different issue. According to the notes in that case, you've had some random quality issues that tend to coincide with storms.  This is most likely a network issue. If you haven't done so, the next time you are experiencing poor audio run a PingPlotter report. 

Save/screenshot the results and upload them to your case  (#04637282)
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Greg Fagenstrom

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Mike, the issue with presence not working when picked up from a park location has been resolved. Thank you!

The case # I referenced was supposed to be about the presence issue, and I was also having problems with audio quality at the time but that was a secondary concern. Feel free to mark that case as resolved. 

Greg
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Mike, Official Rep

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Ah.. Ok.. Thanks for the clarification. The notes didn't indicate both issues.  I'll close the case per your request. Let us know if you need anything else!

Mike 

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