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abe2786 avatar image
abe2786 asked kim commented

Desktop App: "Accept Call Queue Calls" toggle not working after upgrading to 8.1.1.

The "Accept Call Queue Calls" toggle on the Windows desktop app was working up until I upgraded to the latest version (8.1.1.21232).  After the update, I can no longer update the status through this app, and it looks like the app won't update while running after I change this setting through the web site (it only updates if I exit and re-start the desktop app).
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abe2786 avatar image
abe2786 answered kim commented
Thanks.  Yes, I am in a call queue.  I have no trouble entering and leaving the queue from the app in version 8.0, and no trouble on service.ringcentral.com either.
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kim avatar image kim commented ·
Are you logged in with your Direct Line (not main number + extension)? 

What is your DL? 
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abe2786 avatar image abe2786 commented ·
I was logged in with main number + extension.  I just tried logging in with my direct line (***-***-6673) in the Windows desktop app, and the problem persists with that as well.

Thanks!
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kim avatar image kim commented ·
I don't see a Softphone registered to your extension.  You would see a softphone under Phones & Numbers under your extension. 
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abe2786 avatar image abe2786 commented ·
>> I don't see a Softphone registered to your extension.
I don't believe there has ever been one registered for my extension, as  I have never been able to make outbound calls from my extension directly from my PC.  That said, I have never had trouble entering and leaving the call queue from the Windows desktop app before this update, and I'm still able to do this from the Android app.  Something must have changed in the new version of the desktop app that prevents this.

What's also quite weird about this is that the "Accept Calls" toggle on the profile screen appears to be disabled since it is slightly grayed-out, whereas "Accept Call Queue Calls" does not appear to be disabled.  However, clicking on it has absolutely no effect. Here is what it looks like for me in Windows:

[image 1] removed for privacy 

...and here is what it looks like for me in Android (where both the "Accept Calls" and "Accept Queue Calls" toggles work):

[image 2] removed for privacy 
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kim avatar image kim commented ·
You have a digital line and a physical phone on your extension, so you should be able to register the desktop app to your extension and make outbound calls directly.  If the desktop app is not registering it could be your local router/network blocking the RC communication. I verified with Tier 2 and they recommended checking your router configuration first. 
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mike answered
Are you actually in a Call Queue?   If you are not in a queue, it will appear to be "on".  This is a private conversation so if you want to post the number & extension you are logging in with we'll take a look at it.  If you are in a queue, you'll see a 2nd switch like in the image below.  



Mike
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