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katie schneir avatar image
katie schneir asked kim commented

Issues with synching softphone

WE seem to be having issues with softphone synching. We have closed the application and signed out and it has not resolved. It states that there are no faxes and through ringcentral.com we are able to verify that there are faxes in the fax log. Any advice is appreciated.
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mike avatar image
mike answered
The first thing to check is that when you are logging into the desktop application, that you log in under the DL. (instead of the main number + extension)

Let us know if that solves the problem. 
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Brian H. avatar image
Brian H. answered kim commented
By DL do you mean Direct Line? Past past conversations with technical support over the phone we've been told that we need to login to Softphone with a number and extension, and that our dedicated fax line would then cross over to the extension we sign in with. We're not experiencing additional issues with syncing, and faxes not being sent out, so we've opened a support case.
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kim avatar image kim commented ·
What is the case number? I'll follow up with it.

Note: sign into softphone with Direct Digital Line (no extension number) and password.  Make sure multiple people are not signed into the same ext.  

Also, "de-authorize the computer", logout and close softphone, then log back in.  

Try that! :-) 
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Brian H. avatar image Brian H. commented ·
The case number is 03865744.

I've never heard of a direct digital line, we have a main number, but we were instructed to always login with the main extension (I've tried logging in without the extension and it doesn't work). Also, we have 10+ people sharing the account, so what you're suggesting isn't practical. 

As for the de-authorize the computer, again, never heard of this as a trouble shooting step. If you could link to a specific support article that would be helpful.
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kim avatar image kim commented ·
That is probably why you are having syncing issues.  Ask your admin to provide you with your Digital Line so you can log in directly with that. 

The softphone is not designed to be logged into by multiple users into the same extension info -- this will cause many issues. 

The sofpthone can only be registered to 1 PC (i.e. 1 user per softphone DL) 
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kim avatar image kim commented ·
Here is a screenshot showing the difference b/w the Main Number and DL's. 
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