strange BLF numbers appearing on presence area

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amherst-innovative1075 asked Feb 5, '16 kim commented Feb 19, '16

strange BLF numbers appearing on presence area

Hi, I have a US account with 4 phones, and recently turned on Presence. On one phone, this is happening: https://youtu.be/EKJJgHXWaUs

[video shows a phone screen, the names in the presence area disappear every 5 seconds, and are replaced by 13 digit alphanumeric codes, that each begin with "blf". After another 5 seconds the names return]

Goal: get the names to appear at all times.

Have tried restarting phone, and turning presence completely off and on again.

Phone: Cisco SPA525G with software 7.6.1 (ES_RC01)

THANKS in advance.

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Answer 1 · 2016-02-06T00:05:41Z

mike answered Feb 6, '16

This sounds like it might be a signalling issue, perhaps a something in the router. Start by checking the router settings as shown on this page: QoS? Network requirements?

If everything is ok, and you still have the issue, please use the following link to open a support case.

Open a Case

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Answer 2 · 2016-02-08T15:35:11Z

kim answered Feb 8, '16

Bryon - I created this case for you: Case# 04345226. Once you check the network info Mike posted above, please note that in the case.
To update this case with more information please login to http://success.ringcentral.com/RCContactSupp Select contact support, and you will be able to see view: all open cases at the bottom of the page.

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Answer 3 · 2016-02-08T17:23:40Z

amherst-innovative1075 answered Feb 8, '16 kim commented Sep 14, '16

Hi Kim, thanks for the follow-up. Here is another strange symptom, which might be related to the same core issue:

A different phone in our office isn't showing the presence lines correctly. The last line, x105, is not showing on the screen, even though it is set to show via the online control. See attached screenshot of the settings online, and picture of the phone screen. I have already restarted the phone a couple times, also tried removing all the presence settings, saving, then adding them back and saving again. None of that helped.

We have 4 phones, 3 came directly from ringcentral, the last we bought on our own. But all of them are the exact same model - Cisco SPA525G. And the one having issues is one that we bought from ringcentral.

I am still waiting for a reply from my IT guy - he is checking out the firewall settings like Mike suggested. If that doesn't fix it, I will come back to the ticket you opened.

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kim commented · Feb 19, 2016 at 03:50 PM

Do you still need assistance with this?

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amherst-innovative1075 commented · Feb 19, 2016 at 03:52 PM

Yes, this issue is unresolved. Haven't contacted support because our in-house IT guy said he would look at it. But he is busy, and hasn't gotten around to it.
We have confirmed that firewall settings are not the issue - everything is configured as described in the link you shared.

What next steps do you recommend?

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kim commented · Feb 19, 2016 at 06:02 PM

Case# 04345226 was closed. Bryon notified the case owner that the phone was fixed 2/11/2016 4:54 PM. See case notes: login to http://success.ringcentral.com/RCContactSupp
Select contact support, and you will be able to see view: all cases at the bottom of the page.

If the issue is not resolved, or was only resolved temporarily, please open a web case and mention the above case as a "parent case".

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Answer 4 · 2020-07-28T13:28:29Z

kim answered Jul 28, '20

Also, is your phone a 3rd party phone or purchased from RingCentral?

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Answer 5 · 2020-07-28T13:28:30Z

kim answered Jul 28, '20

Let's have your IT Dept check your network configurations setup to be compatible with RingCentral. It sounds like the network may be missing some ports.

Also, please update your case notes with this additional information.

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