Seeing "unavailable" and "Only Calling Available" on softphones?

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conrad-kelly1246 asked Mar 7, '16 mike answered Mar 7, '16

Seeing "unavailable" and "Only Calling Available" on softphones?

The issue has just started today. Just sent a support ticket.

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Answer 1 · 2016-03-07T16:41:48Z

danno147 answered Mar 7, '16

Have not had any issues today (in Atlanta)

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Answer 2 · 2016-03-07T16:42:58Z

kim answered Mar 7, '16 kim commented Sep 14, '16

Conrad - are your Softphone ports open on your router? Also, what version do you have?

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conrad-kelly1246 commented · Mar 07, 2016 at 05:02 PM

Yes, all ports are open. Our PC ver # is 8.0.4.20112. We are not seeing this problem on our mac softphones.

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kim commented · Mar 07, 2016 at 05:15 PM

What is the case number you opened?

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Answer 3 · 2016-03-07T17:07:32Z

mark-engle1245 answered Mar 7, '16 kim commented Dec 14, '16

This reply was created from a merged topic originally titled Many users experiencing dropped calls all morning 3/7/16... anyone else?. Office of 20, almost everyone has been dropped from calls several times this morning 3/7/16. Some are getting the orange "Only Calling Available" message appearing on their Windows desktop soft phone and then getting cut off. Others are getting dropped without any notification. Is anyone else experiencing a related issue?

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kim commented · Mar 07, 2016 at 05:07 PM

Are you on 8.0.4?

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conrad-kelly1246 commented · Mar 07, 2016 at 05:09 PM

Sounds like the same issue. I am in Minnesota.

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mark-engle1245 commented · Mar 07, 2016 at 05:10 PM

Yes

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mark-engle1245 commented · Mar 07, 2016 at 05:14 PM

It is happening on inbound and outbound calls. Also happening on internal calls between office extensions. Haven't had the opportunity to test the mobile app to see if that is also affected...

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kim commented · Mar 07, 2016 at 05:15 PM

Okay, Thank you for the additional information Mark.

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Answer 4 · 2016-03-07T17:11:06Z

kim answered Mar 7, '16

Can you post a screen shot of the error?

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Answer 5 · 2016-03-07T17:21:48Z

Jacob Spaans answered Mar 7, '16 kim commented Sep 14, '16

I am having this error as well between all of our lines. It will drop the call and say calling unavailable for a few seconds afterwards, but then we are able to return the call no problem. On some calls we would have to call back and get disconnected as many as three times!

I spoke to support and they gave me a case number but stated we may not hear back from them for 24 hours which is ridiculous.

This does not populate an error message it simply brings you back to the main screen and says calling unavailable.

It is the same symptoms Mark had posted, we are located in NJ and PA.

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Jacob Spaans commented · Mar 07, 2016 at 05:56 PM

I posted it below awhile ago and you replied to it but

04430295

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conrad-kelly1246 commented · Mar 07, 2016 at 05:25 PM

I am having the same issues... We switched to RC three weeks ago and this is the second time we are having issues with the softphones. I also opened a ticket and was told they will respond within 24 hrs. We are located in Minnesota

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kim commented · Mar 07, 2016 at 05:30 PM

Please post the case number here and I'll follow up with it now.

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kim commented · Mar 07, 2016 at 05:52 PM

@Jacob - do you have a case number?

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kim commented · Mar 07, 2016 at 06:00 PM

Thank you...again :-) Sorry lol

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Answer 6 · 2016-03-07T17:25:37Z

kim answered Mar 7, '16 kim commented Sep 14, '16

10:26 AM MST
We have had reports from other customers regarding this error and are looking into it. We will let you know what we find as soon as possible.

Please Open a Web Case and post the case number here and I'll follow up with it.

12:17 PM MST
Issue is still being investigated by our engineering's.

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Jacob Spaans commented · Mar 07, 2016 at 05:31 PM

04430295 is ours

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kim commented · Mar 07, 2016 at 05:31 PM

thank you

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conrad-kelly1246 commented · Mar 07, 2016 at 05:41 PM

our case # is 04430231

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kim commented · Mar 07, 2016 at 05:42 PM

Thank you.

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Answer 7 · 2016-03-07T18:07:24Z

robert-jerina115 answered Mar 7, '16 kim commented Sep 14, '16

We had a user on a call get disconnected from a call while another person in the same room on that call did not get disconnected. Some people saying the call queues aren't updating. Haven't seen any errors in the softphone app (yet)

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kim commented · Mar 07, 2016 at 06:09 PM

@Robert - Thank you. Please note that call sample of the dropped call as Support will need it. You can post the call sample in your web case: (Date, Time, Call To, Call From)

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robert-jerina115 commented · Mar 07, 2016 at 06:28 PM

Case opened. Three total users now with dropped calls. One reporting calling wasnt available after one of the dropped calls:

04431221

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kim commented · Mar 07, 2016 at 06:29 PM

Thank you Robert

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robert-jerina115 commented · Mar 07, 2016 at 06:34 PM

Also report of a customer calling someone direct and getting only a voicemail notification, phone did not ring. Missed call notification showed up more than five minutes later.

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kim commented · Mar 07, 2016 at 06:37 PM

@Robert - "phones did not ring" on Desktop app only or hardphone too?

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Answer 8 · 2016-03-07T18:51:55Z

brad-wilson1036 answered Mar 7, '16 kim commented Sep 14, '16

We are having the same issue with dropped calls and unavailable. We have restarted one of the computer and when we try logging in it says "having trouble locating account information"

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brad-wilson1036 commented · Mar 07, 2016 at 07:00 PM

Just an FYI... I went in and de-auth her phone on the pc and it let her in. I dont know if it was coincidence or not. The dropped calls are still happening though.

thanks for the note...

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kim commented · Mar 07, 2016 at 07:15 PM

No worries, you do not have to create a case. They are working on it now!

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kim commented · Mar 07, 2016 at 06:55 PM

@Brad - Thank you for the additional information. We are investigating this issue and our engineers are working to resolve this diligently.

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kim commented · Mar 07, 2016 at 07:08 PM

@Brad - do you have a web case number for me?

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brad-wilson1036 commented · Mar 07, 2016 at 07:14 PM

i didn't create one. I tried calling and it said that they are aware of the situation so i figured i would hang on for updates here. I figured the techs have been bombarded and would let them work on it without added tickets

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Answer 9 · 2016-03-07T20:12:12Z

matthew-briley1371 answered Mar 7, '16 kim commented Sep 14, '16

Is there an update on this issue?

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kim commented · Mar 07, 2016 at 08:29 PM

Matthew - As soon as we hear something, this thread will be updated.

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kim commented · Mar 07, 2016 at 08:29 PM

Do you have a case number I can follow up on?

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Answer 10 · 2016-03-07T20:29:13Z

mark-engle1245 answered Mar 7, '16 mike commented Nov 27, '17

I haven't heard any official word from RC but none of my users have reported any issues since 1:00pm EST so perhaps it's fixed? **fingers crossed**

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mike commented · Mar 07, 2016 at 08:54 PM

Thanks for the update Mark. We are still waiting for confirmation, but it does seem to be a very small number of users affected. We'll update this thread when we have more info.

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