Users showing active on phone, but are not
May 18, 2022 at 10:47am • 2 replies • 0 likes
john-crocker
I have two users that after disconnecting from a conference call this morning, are now showing as active on everyone's phones (that have them in their quick dial list). I am not sure what is happening, or how to clear this. Has anyone ever had this issue, aor any suggestions? We have tried restarting both of these phones.
on May 18, 2022 at 11:35am • 0 likes
They are showing active on everyone's phone that has them as one of their users in Presence. I have tried rebooting a phone showing that, and after the restart, these two users buttons are still showing lit up. The Desktop App correctly shows them as off the phone. Any help is appreciated.
on May 18, 2022 at 11:48am • 0 likes
@john-crocker do you have a screenshot? Please send it here so I can check. Thank you!
on May 18, 2022 at 12:31pm • 0 likes
This is one of the desk phones. As you can see, the two lights on the phone are the two that are staying on now, even when the people are off those phones. Anyone that has their extensions in the Presence now sees them as active all the time.
1 Answer
answered on May 19, 2022 at 5:45am
After hours, I tried restarting all phones on our system (I enforced the branch templates for all locations) and the lights are no longer showing as active. Not sure why, but this did resolve the issue.
0
on May 19, 2022 at 8:21am • 0 likes
Hi John, if it happens again, please submit a ticket with Tech Support.
on May 19, 2022 at 8:26am • 0 likes
I had a case open also. Just trying all my options! Thanks for the replies.
on May 19, 2022 at 8:33am • 0 likes
so this is usually an issue with UDP/TCP timeouts on your firewall. The Poly phones poll RC every 300 seconds (5 mins) for updates, and if your presence gets hung up, it's likely because there is a timer mismatch on your firewall. Have your IT change all firewall timers to 300 seconds for UDP/TCP.
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