Over the past year or so I've posted numerous times about issues related to remote user(s). When all users are in the office, using their IP phones, we rarely have a problem. However, when one user is working remotely, we have consistent issues with presence, user status, etc on both the HUD and IP phones. It's obvious that the root of the problem is related, somehow, to the remote user.
Although we've tried many solutions the problems persist, so I started thinking that it could be something rather simple, such as how the user is configured within RC. I've provided a summary below, I'm wondering if the way I have the user setup is incorrect for the situation?
We have one user that works remotely four days each week and in the office for one day.
In the Office
This user has the same in-office setup we all have, a Polycom IP phone used for calling as well as the desktop app which is used primarily to see the HUD status of other users.
Remotely
The user relies on the desktop app to actually make and receive calls. She does not have an IP phone at home.
As for her settings, they are configured to ring her line directly and the "ring desktop app and smartphone" option is enabled. These settings are constant, whether she is in the office or remote. I started to wonder how the RC system handles this when she is remote, since she doesn't have an IP phone and only the desktop app. I can confirm that when she is working remotely her IP phone in the office doesn't ring like it normally would, so the system must know she is working remotely? Is it possible that there is some confusion with the IP phone and her remote desktop app that could be the cause of the issues we often experience?
Although we've tried many solutions the problems persist, so I started thinking that it could be something rather simple, such as how the user is configured within RC. I've provided a summary below, I'm wondering if the way I have the user setup is incorrect for the situation?
We have one user that works remotely four days each week and in the office for one day.
In the Office
This user has the same in-office setup we all have, a Polycom IP phone used for calling as well as the desktop app which is used primarily to see the HUD status of other users.
Remotely
The user relies on the desktop app to actually make and receive calls. She does not have an IP phone at home.
As for her settings, they are configured to ring her line directly and the "ring desktop app and smartphone" option is enabled. These settings are constant, whether she is in the office or remote. I started to wonder how the RC system handles this when she is remote, since she doesn't have an IP phone and only the desktop app. I can confirm that when she is working remotely her IP phone in the office doesn't ring like it normally would, so the system must know she is working remotely? Is it possible that there is some confusion with the IP phone and her remote desktop app that could be the cause of the issues we often experience?
