Where can I find information on the status that appears in HUD? More specifically, HUD shows users available when in DND and/or offline.

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100 + user Office Premium Account.  When viewing HUD display, users show as "Available" even when they are in DND and/or offline.  Is this normal?  It would seem that they should show as Busy or some other status.  I have tested this with both a Polycom VVX-410 and with a softphone. Refreshed the screen multiple times.  Softphone version is 8.3.6, network settings and requirements were verified within the past two weeks.  The HUD seems to display accurately when on inbound or outbound calls and when ringing.  Recent issues with specific users showing incorrect HUD status, primarily with showing incoming calls incorrectly. Case was resolved by rebuilding the extension. 
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ACCOUNT

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Posted 1 year ago

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Mike, Official Rep

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Did you have an support case opened for this? Or did you resolve this on your own?

Mike 
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ACCOUNT

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Hi Mike,  I have not opened a support case on this specifically.  I'm not sure if the HUD is designed to show DND and/or an offline status.  I saw some other posting here in the Community where there were requests/ideas to show additional status.  Wasn't sure if this was unexpected behavior and if it warranted opening a case.  Thanks - Dan 
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JustinHarrell

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The desk phones HUD will not show DND/Busy status only whether they are on a call or not. The soft phones HUD will not show DND/Busy if the desk phone DND button is pressed.

*37 will not toggle DND/Busy as stated in the docs.

The presence system on Ringcentral is incomplete and mostly useless if you use deskphones.
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Cecile Glassy

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We use HUD extensively in our organization. Our HUD shows status On Active Call, Available, or Busy (see photo attached) The RingCentral Presence option works well for us, we are using it on about 100 Polycom VVX500 handsets out of our total of over 2000 users. Characterizing it as useless on deskphones probably is not uniformly true for other organizations, we are happy with how it works. 
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JustinHarrell

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Are you saying that the VVX500's show busy for an extension set to busy/dnd and not in a call? Does hitting the DND on the VVX500 set the extension the DND in the softphone?

Its extremely confusing to our users that an extension set to DND does not show that way on the phone or that leaving your desk you can't just hit the DND button on the phone to update status, or even use the dial code.

It would be great if this where just a misconfiguration, but I was told this is not possbile currently on the desk phones.

Right now our user have to be sure to set status in the softphone and watch the softphone for prensence, the deskphone is pretty useless for accurately keeping presence up to date
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JustinHarrell

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Here is an example of everything wrong, I am set to DND on the desks phone and Matt is set to busy in the softphone, meanwhile Blaine is for some reason showing as getting an incoming call from me in the softphone, which happened many minutes ago but is now over:

Deskphone shows I am DND, Matt is available:



Soft phone shows I am available, and Blaine's in a call:

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Mike, Official Rep

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Sorry the confusion everyone.  I'll make sure the Knowledge Base Articles get updated, but, it's normal (by design), that HUD display does NOT show the status of a desk-phone when placed in DND. 

We have an existing feature request for this.  Please visit the following page and click the Vote button at the top: HUD Display: Please have Deskphone DND status show on HUD


HUD will only show DND status when it's changed on the Desktop App, Mobile app, or the web portal. 


(Edited)
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JustinHarrell

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Just to be clear the opposite is also true, the desk phone will not display the busy/dnd status from the HUD either. This is actually a bigger problem for us, we can remove the DND button from the phone and tell the users to set their status in the softphone, but it does little good if they still show available on the deskphone when you go to transfer a call.

Also *37 say it toggles the status, it does nothing.
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Mike, Official Rep

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Correct.
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Cecile Glassy

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We need to be able to disengage the DND from the Admin Portal side when it has been left enabled in error by a user --- a toggle button or something like that. 
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CJ Patracone

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I have the issue where i know someone is not on the phone but the HUD shows they are still connected to the last call their were on.
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CJ Patracone

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Is there a way to up the severity of a case to 1? something changed shortly after I put in one of my cases and I can not longer use the software, and I can not do my job with out it.
thanks in advance case # 06987215
(Edited)
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Saadet - Community Support, Official Rep

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Hey CJ,

The Support Agent that will be assigned to your case can update that as needed. However, we consider a severity level 1 to be when services are completely down.
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CJ Patracone

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i cannot use the software at all, I am required to use this software to communicate with my team at work.
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Saadet - Community Support, Official Rep

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A Support Agent will be contacting you as soon as they have reviewed everything.
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CJ Patracone

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Thanks Saadet, I appreciate it