question

Zach avatar image
Zach asked mike commented

Desktop App: HUD Status Update Issue

We have been testing out and monitoring the HUD for our front office staff and have noticed the status (available/busy/off line) is often times incorrect, doesn't match the desk phone, or is "frozen" from the last status update.  One of our lines has had an "Incoming call from..." blinking on her status for hours.

Each of us has rebooted the app, our phones and even the computer to resolve these issues. But after only a few moments they are reporting incorrect status again.

We are each running windows 7, RC App version 8.0.4.20112.
Thanks in advance for the help!
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jeremy-miller1815 avatar image
jeremy-miller1815 answered jeremy-miller1815 commented
We have experienced the same thing. We are on Windows 10. I have been told by support that the next release (due out any day now) will address these issues. We'll see! What good is a feature if it is not reliable, right?! I question the QA testing that has been done. I am a relatively new customer and it seems that so many of the small issues should have surfaced if a thorough testing was done. 
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jeremy-miller1815 avatar image jeremy-miller1815 commented ·
Hopefully RC is really paying attention to the community posts because I too believe they could have an awesome product if they put more time in development and QA testing. It seems that RC put some "cool" features in at the expense of fundamental phone system functions. For example, call routing for a front desk operator is not very fluent. The HUD should be way more sophisticated to handle transfers to voicemail right through the interface with a headset. It feels like they have only addressed the needs of very small companies (less than 10). Anyway, I could go on and on. I think RC has huge potential if they invest in development and QA.
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Zach avatar image Zach commented ·
Absolutely right, Jeremy. I think what RingCentral is doing is fantastic and there are many hurdles to jump over, but number of things make the overall experience clunky and more complicated than it needs to be. Most of these issues are just as you said and should be caught in testing. I guess that's what the community is for :)
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kim avatar image
kim answered mike commented
I recommend starting with the  Network requirements.  If the issue continues after verifying these settings let me know. 
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nathan-malone1532 avatar image nathan-malone1532 commented ·
Hello Zach,

Do you remember who you talked to? Generally you would not get to a Tier 2 person unless you have an open case that was escalated. To my knowledge there is no known issue relating to the problem you are describing that is set to be fixed in an upcoming release.

My best suggestion to address this issues is to open a case with tech support. We would need screenshots to verify that everything is set correctly. If everything looks good then we can get a call example and send to Tier 3 for further investigation, but from my experience the problem you are describing points me to your network not being configured correctly.

Thanks!
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Zach avatar image Zach commented ·
Thanks Kim, submitted a case just this morning.
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Zach avatar image Zach commented ·
Thanks Kim, it's: Case Number: 04650630
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jeremy-miller1815 avatar image jeremy-miller1815 commented ·
Kim, no offense but that seems to be the standard answer. I have followed all of the network requirements. I was told by a tier 2 support person that the next release might address these issues so obviously I am not the only one. If RC is going to always blame the network (not saying you are in this case) they need to provide tools that assist in finding the answer. I know you are just trying to be helpful but I have heard that response many times by support. Maybe the communication platform needs to be looked at so it's not so touchy :)
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kim avatar image kim commented ·
Jeremy, our standard response is always to check the network due to so many customers not having the correct configuration and it is critical to the success of the system. So we always want to start there. :)

If you have these already configured, Great!! Then we can move on to the next troubleshooting steps. I will also do some digging into what your were told (do you have a case number I can reference), but I wanted to ask an additional question...Is the issue duplicated on physical phones, or only HUD on Desktop App? 
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