Desktop App: HUD/Presence showing incorrectly status

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brandon-scivolette1312 asked Jul 18, '16 gabriel-soto4635 commented Apr 11, '17

Desktop App: HUD/Presence showing incorrectly status

Weird Activity: Callers Remaining 'on hold' After Disconnect

This past Friday evening we experienced some issues with RC, a situation I haven't yet seen before. It happened for the last hour our office was opened and, I hoped, it was a one time fluke. Unfortunately, it has already happened once today.

Description
Two of our reps had accepted inbound calls. During the call they both put the initial caller on hold and made a second call. When they returned to the first caller they weren't there, they assume they were disconnected. I noticed that something was wrong about 15 minutes later because both of their lines were flashing (on hold) and the HUD showed the same thing. But, I knew it was unusual for them to be on hold for that long. Sure enough, neither was on the phone. I checked the RC queue status and both showed as 'busy'. Adding to this was that both customers, who were originally presumed to be disconnected, called back after waiting on hold for 25 minutes. They thought we left them on hold and they were still connected to our system. I advised both of them to disconnect the hold line and that is when the issue ended.

The most alarming part of this issue is that neither rep knew there was an issue. From their side both their desktop phone and HUD showed them as available.

Has anyone reported anything like this before?

desktop app ports softphone port

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Answer 1 · 2016-07-18T14:14:34Z

alex-d365 answered Jul 18, '16

We have experienced similar issues.
Additionally, and possibly related, we have had calls put on hold, the outside end hangs up. this should free up the line, BUT it does not. It continues to remain on hold and occupies the line.
We have to go to the line and end it.
Is our account being charged for these minutes?

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Answer 2 · 2016-07-18T14:17:00Z

brandon-scivolette1312 answered Jul 18, '16

I'm not sure. I'm not really worried about the minutes. My concern is that I have reps available but their line is considered 'busy', which means callers cannot get through. Not to mention the two callers I mentioned think we've left them on hold and forgotten about them.

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Answer 3 · 2016-07-18T14:21:06Z

kim answered Jul 18, '16

@Brandon - I've seen this issue happen in the past for customers who don't have their routers configured correctly. But Brandon, I think you've already verified this recently with us, correct? If so, I recommend opening a web case and putting those call samples in the case. Remember that call samples will need to be within 24 hours and must include the Date, time, called to, called from, and result. If you open a case, please provide me with the case number here.

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Answer 4 · 2016-07-18T14:24:20Z

brandon-scivolette1312 answered Jul 18, '16

Hi Kim. You are correct. But shortly after configuring the router last time around I removed the settings because I found some conflict. I actually planned to try again this week, I am in the office overnight for a software release and planned to update the router configs again at that time.

But, the issue I described is really unique, I wonder if it could be something else. Considering we've had RC for more than 5 years and I've never had this issue. Plus, it affected an in office employee and a remote employee, both at the exact same time. I found that a bit coincidental to be just router settings.

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Answer 5 · 2016-07-18T14:30:30Z

brandon-scivolette1312 answered Jul 18, '16

I guess what I am getting at is: Did any other users report a similar issue on Friday? Around 6pm EST? I searched the forum and didn't see anything, but I wanted to inquire further. If nobody else had the issue then perhaps it is a fluke.

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Answer 6 · 2016-07-20T13:44:26Z

brandon-scivolette1312 answered Jul 20, '16 kim commented Sep 14, '16

Gah. Last evening I configured the router with the recommended port triggering and, unfortunately, this morning I still see issues with HUD/presence status showing incorrectly. My router configs are attached via a screenshot.

NOTE: The port triggering information provided to me by Nathan on 6/03/2016 (via private message) and the ports specified in the official support answer on 6/07/2016 differ slightly.

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kim commented · Jul 20, 2016 at 02:10 PM

I'm going to create a case for you and I'm going to do some digging...

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Answer 7 · 2016-07-20T14:16:02Z

Jonathan Hunter answered Jul 20, '16 brandon-scivolette1312 commented Jul 20, '16

This reply was created from a merged topic originally titled desktop app HUD - Version 8.1.1 Issues with Presence between Desktop Apps. Hi,
Are there any known issues with the desktop app version 8.1.1 and presence between desktop app clients?
The status doesnt change to Busy or on a call, so calls are still routed as the system sees all clients as available.
Does anyone else have this issue?
Many thanks
Jon

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brandon-scivolette1312 commented · Jul 20, 2016 at 02:22 PM

Maybe try the new update to 8.2.1.22660? Although, your issue sounds like it's something more serious. To clarify, "busy" is just a status, it doesn't stop calls from being routed on its own. You need to also turn off the two options for accepting direct and queued calls.

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Answer 8 · 2016-07-20T14:21:48Z

kmay6354 answered Jul 20, '16

This reply was created from a merged topic originally titled Presence on deskphone shows on a call, desktop app shows available. We have a couple of users whose phones are showing on other users' desk phones as on a call. However, they are not and their desktop presence also shows available. When you attempt to call their extension, it sends you to another user's extensions.

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Answer 9 · 2016-07-20T14:22:10Z

kmay6354 answered Jul 20, '16

This reply was created from a merged topic originally titled Presence: user still showing "Available" when on an incoming call.. When picking up an incoming call from the auto-receptionist, the user still shows available in Presence, as well as when retrieving a call from Park.
Presence only shows you are on a call when taking an incoming call on your direct line, a transferred call or when you are on with another RC user.
We would like for that user to show as on an active call in presence ANY TIME they are on the phone.
Is this an RC issue or a settings issue?

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Answer 10 · 2016-07-20T14:33:14Z

nathan-malone1532 answered Jul 20, '16 kim commented Sep 14, '16

Hello All,

I wanted to provide the following information in hopes to help resolve the HUD issues on the softphone. The new versions of the softphone use a new set of IP subnets to signal presence for the HUD. In order for the HUD to work correctly you need to make sure that your router or firewall will allow traffic both inbound and outbound from the below noted IP addresses over the ports listed on our network requirements page.

Check for Network Updates here: QoS How do I troubleshoot Call Quality issues? Network requirements?

54.249.82.128/26
54.236.3.128/26
54.241.191.192/26
54.246.196.128/26
54.207.127.192/27
37.58.79.160/27
198.11.216.98/27
5.153.35.160/27
50.22.5.112/28
54.175.63.64/26
54.93.127.192/26
54.209.255.64/26
54.241.191.64/26
54.219.189.192/26
52.4.63.128/26
54.233.127.192/27
54.219.189.64/26
54.175.191.192/26
54.250.252.0/26
54.171.191.192/26
54.93.254.192/26

I hope this helps to resolve the problems.

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brandon-scivolette1312 commented · Jul 20, 2016 at 03:54 PM

Hi Kim,

Honestly, it's the exact same thing every time. I previously posted a screenshot of the HUD in a different post. I can provide more, but they are all the exact same thing.

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brandon-scivolette1312 commented · Jul 20, 2016 at 02:51 PM

Hi Nathan. Our router settings (including the IP's you listed above) look good. What about Windows Firewall on the users local machine? I'll assume if the desktop app is working correctly (excluding the random presence issues) then it probably isn't a local PC firewall issue?

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kim commented · Jul 20, 2016 at 03:46 PM

Brandon - can you post 2-3 call samples in your case (calls from today or within the last 24 hours).

Case# 04823485

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brandon-scivolette1312 commented · Jul 20, 2016 at 04:02 PM

Also, I just realized that no matter what the issue is (incorrect presence, HUD showing incoming call even though it was already answered, etc) they are ALL related to inbound calls. Outbound calls show the presence correctly the majority, if not all the time. I can't say outbound calls are correct 100% of the time, but that's only because I'm not certain. I think all of my issues are related to inbound.

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kim commented · Jul 20, 2016 at 04:08 PM

Thank you for reminding me of the other thread/case.

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