Settings for a Part Time Remote User?

  • 0
  • 1
  • Question
  • Updated 2 years ago
  • Answered
Over the past year or so I've posted numerous times about issues related to remote user(s). When all users are in the office, using their IP phones, we rarely have a problem. However, when one user is working remotely, we have consistent issues with presence, user status, etc on both the HUD and IP phones. It's obvious that the root of the problem is related, somehow, to the remote user.

Although we've tried many solutions the problems persist, so I started thinking that it could be something rather simple, such as how the user is configured within RC. I've provided a summary below, I'm wondering if the way I have the user setup is incorrect for the situation?

We have one user that works remotely four days each week and in the office for one day.

In the Office
This user has the same in-office setup we all have, a Polycom IP phone used for calling as well as the desktop app which is used primarily to see the HUD status of other users.

Remotely
The user relies on the desktop app to actually make and receive calls. She does not have an IP phone at home.

As for her settings, they are configured to ring her line directly and the "ring desktop app and smartphone" option is enabled. These settings are constant, whether she is in the office or remote. I started to wonder how the RC system handles this when she is remote, since she doesn't have an IP phone and only the desktop app. I can confirm that when she is working remotely her IP phone in the office doesn't ring like it normally would, so the system must know she is working remotely? Is it possible that there is some confusion with the IP phone and her remote desktop app that could be the cause of the issues we often experience? 
Photo of Brandon Scivolette

Brandon Scivolette, Champion

  • 1,894 Points 1k badge 2x thumb

Posted 2 years ago

  • 0
  • 1
Photo of Mike

Mike, Official Rep

  • 92,054 Points 50k badge 2x thumb
Hi Brandon, what you are describing is caused by the users network not being set up correctly. This is a signalling issue, meaning there's likely something not configured correctly in that users router at home.   

That user will want to refer to the Network Settings page here. 

Depending on the ISP, it's pretty common for them to provide customers with pretty inexpensive that are not QoS capable. and not suited for VoIP communications.  

Please recommend to that user that they review the network settings to assure the required ports are open.  We've seen numerous cases where the routers provided by ISPs are just not capable and customers may have to purchased a different router. 

Here's a list of RingCentral Recommended Routers with guides on how to configure them.

If they have a QoS enabled router, and have all settings correct, then please have that user open a support case so we can assist. 

Mike 





Photo of Brandon Scivolette

Brandon Scivolette, Champion

  • 1,894 Points 1k badge 2x thumb
Hi Mike,

We actually went down that road several months ago. Both routers, the office and remote user home, are configured as they should be. The network (port triggering/forwarding, QoS, etc) has been covered thoroughly in these forums and I am positive they are set as they should be.

This particular post was just to address a thought I had, as I had never thought about the user settings and how they might need to be modified for remote v in office. I gather that the settings are fine, as-is?
Photo of Mike

Mike, Official Rep

  • 91,230 Points 50k badge 2x thumb
I know it can sometimes be a little tricky, but if you can capture any samples, date, time, numbers, screenshots etc and then open a support case we can try attempt to find the reason. 
Photo of John

John

  • 914 Points 500 badge 2x thumb
In an office setting where a user is using both a desk phone and softphone, can he substitute a cellphone running the mobile app and connecting via wifi in that office in place of the desk phone and to work simultaneously with softphone the way that a desk phone works?

In that setup, the cellphone being substituted for the desk phone would be logged on the same way that the desk phone would otherwise be logged on, same user and password.

Could be that since I don't have a desk phone, I don't understand how they work simultaneously in conjunction with softphone (if in fact they do).
Photo of Mike

Mike, Official Rep

  • 91,240 Points 50k badge 2x thumb
No.  Think of the mobile app as a copy of the desktop app.  The mobile app and desktop app aren't designed to be used simultaneously. Rather, think of the mobile app as a replacement, for when you are away from your desk.