Presence: user still showing "Available" when on an incoming call.

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  • Updated 3 years ago
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This conversation has been merged. Please reference the main conversation: Desktop App: HUD/Presence showing incorrectly status

When picking up an incoming call from the auto-receptionist, the user still shows available in Presence, as well as when retrieving a call from Park.

Presence only shows you are on a call when taking an incoming call on your direct line, a transferred call or when you are on with another RC user.

We would like for that user to show as on an active call in presence ANY TIME they are on the phone.

Is this an RC issue or a settings issue?
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KMAY

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Posted 3 years ago

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Nathan Malone, U.S. Tier 3 Support

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Hello KMAY,

Are you monitoring the presence from a physical deskphone, or from your softphone's HUD?
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KMAY

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Both. And it shows as available on both.
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Nathan Malone, U.S. Tier 3 Support

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Can you describe to me what you mean when you say answering a call from the auto receptionist? Does the called dial a number on your auto receptionist that rings to an extension with multiple people ringing in a ring group or through a call queue?
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KMAY

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Calls coming in to our main number our sent to a specific extension and that extension has calls forwarded to a call group, so that anyone in the office is able to answer calls coming in to our main number.
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Nathan Malone, U.S. Tier 3 Support

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Thank you for the information. There is a bug in the system that fails to show presence on calls answered from a call park location. Our engineers have resolved the issue and it will be fixed in the 8.3 release of the RingCentral User interface.

The issue with the calls ringing through the auto receptionist to a Ring Group is caused by the way that the system monitors presence. The system monitors presence of the extension and not the device. Because of the way you have your call group set up it is ringing all the phones directly to the device and not ringing each Users extension. Because of this the system does not know when they answer the phone.

There is a work around for this however. You can create a Call Queue Group extension rather than a User extension. The call queue sends calls to the Users extensions rather than straight to their device, this would allow the presence to show correctly. There are two differences in how the call flow would work. First, once a User takes a call they will not be notified of another incoming call to the queue until they end the call they are on. Second, you can either ring all Users at once, or one User at a time in a rotating or fixed order. You cannot ring a block of users simultaneously, then move on to another block of users and ring them simultaneously.

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Greg Fagenstrom

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Any update on when 8.3 is going to be rolled out?
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Kim, Alum

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I don't have a release date yet, but will keep you posted. 
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Mike, Official Rep

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Hello KMAY

I replied to another one of your posts also related to a presence issue.  I did not combine the two threads as you are reporting something a bit different.  Our Tier 3 support team as has advised me that this is most likely a network issue You'll first want to double check that your router is correctly confibured. 

Network requirements?

Port 80, 443, and ports 5060-6000 are what the phones are going to use to do presence.

They need to be allowed both inbound and outbound for the ranges noted in the Network Requirements.

If you still have issues, please open a case and supply us with the account details, extensions, etc, so that it can be escalated



Then if you would like to reply here with the case number we can help follow up on it with you. 

Mike 
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KMAY

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We changed our call handling so that calls are now coming in to a queue rather than to a specific extension and then forwarded to our group. That fixed this specific issue. 

I will look into the network idea for our other issue.

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