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kcc-admin2189 avatar image
kcc-admin2189 asked mike commented

Presence not working when a user picks up a call from a park location

I have a case open for this issue without resolution until September 2016.
Case 04653155  JIRA: CNV-17713

 All users have Cisco 514g phones. Some users have the expansion module to monitor presence. Each phone has 4 buttons to the right of the display. Buttons 3 and 4 are assigned to 2 park locations. We call them Park 1 and Park 2. All 50+ phones are set up this way. A caller can be "parked" by pressing one of those two buttons. Any user can see that a call is on "Park" and simply pick up that line.

The Problem: When user 1 picks up a parked call, user 2 with the expansion module is unable to see that user 1 is on an active call. Presence does not work.

Observation: When user 1 makes an outbound call or receives a call directly from an outside line or extension, user 2 can see on the expansion module that user 1 is on an active call. Presence is working.

Question: Is anyone else having a problem with presence and users picking up parked calls?

I'm wondering if this is a big enough issue among many customers that RingCentral may apply this fix within 3 days instead of 3 months. This client of mine is extremely frustrated and I don't want to lose them. They're my biggest client by far...50+ users and 20 to 30 more over the next 1 to 2 months, assuming they're still RingCentral customers.

Thanks for listening! Todd
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mike avatar image mike commented ·
Jeremy, if you don't have a case opened for this, please do so. We have a large team of developers and they always have projects queued up.  The urgency to fix bugs depends on the nature of the bug, but the more cases we receive, it generally increases the urgency and therefore hopefully you'll see the fix sooner. 

Mike 
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jeremy-miller1815 avatar image jeremy-miller1815 commented ·
Mike, I did submit a case. Thanks.
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kim avatar image kim commented ·
Can I have the case number? 
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jeremy-miller1815 avatar image jeremy-miller1815 commented ·
I didn't get it from the tech. He said it was a known issue and to roll back to previous version. I can get it in Monday.
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mike avatar image mike commented ·
Thats ok Jeremy, It looks like this fix is scheduled for a planned update already. 
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4 Answers

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greg-fagenstrom832 avatar image
greg-fagenstrom832 answered mike commented
Q4! I too have have an open case (#04637282) that was opened on 5/16 and I was told then they had identified my issue as a bug and were working to resolve it. That means you've known about the issue for almost a month already. This is unacceptable. How can you break a critical function of my phone system and take 5+ months to fix it. Is there any way to move us back to the previous version?

Greg
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mike avatar image mike commented ·
Greg,  Sorry but since this is a platform issue, there's not a way to roll back just your account. 

Mike 
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jeremy-miller1815 avatar image
jeremy-miller1815 answered
This reply was created from a merged topic originally titled Presence not working when a user picks up a call from a park location. This post was already submitted but seems to have been removed for some reason. After the user picks up a parked call the receptionist can no longer tell if they are on the phone or not. The user shows available even though they just took the parked call. This is a known issue and was told Q3/Q4. An update was just released and did not fix the problem. Is this an issue with RingCentral servers and not on the client side? This needs to get fixed ASAP!
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greg-fagenstrom832 avatar image
greg-fagenstrom832 answered mike commented
Any update on when this will be fixed?
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mike avatar image mike commented ·
Greg, We'll try to get an update on this one. 
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mike avatar image mike commented ·
Greg,  Sorry for the delay.  I did some research and the topic of this thread (CNV-17713 mentioned in the top post) has been resolved. 

However, the case number you posted above is for a different issue. According to the notes in that case, you've had some random quality issues that tend to coincide with storms.  This is most likely a network issue. If you haven't done so, the next time you are experiencing poor audio run a PingPlotter report. 

 Save/screenshot the results and upload them to your case  (#04637282)
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greg-fagenstrom832 avatar image greg-fagenstrom832 commented ·
Mike, the issue with presence not working when picked up from a park location has been resolved. Thank you!

The case # I referenced was supposed to be about the presence issue, and I was also having problems with audio quality at the time but that was a secondary concern. Feel free to mark that case as resolved. 

Greg
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mike avatar image mike commented ·
Ah.. Ok.. Thanks for the clarification. The notes didn't indicate both issues.  I'll close the case per your request. Let us know if you need anything else!

Mike 
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kim avatar image
kim answered
Thank you for contact the Community and for letting us know the Case Number.  
Great News!  Our engineers have identified the issue and hope to role out a fix in Q4 this year. 
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