Softphones disappear from call handling and forwarding after de authorization

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lee2 asked Oct 29, '18 jessicahernandez16518 commented Nov 8, '18

Softphones disappear from call handling and forwarding after de authorization

I have Users that will travel from one location to another and use a desktop at each location. When they move I have to de-authorize them. I have noticed that when they are de-authorized the softphone is removed from any Call Handling and Forwarding that they were setup for. I have also noticed that when they do log into another computer and the softphone is authorized the name reverts back to just softphone.

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Answer 1 · 2018-10-31T20:36:40Z

jessicahernandez16518 answered Oct 31, '18

Hi Lee,

Please open a case with our Support team

so we can gather some additional details and help out!

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Answer 2 · 2018-11-02T13:32:41Z

lee2 answered Nov 2, '18

Thanks Jessica. Will do.

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Answer 3 · 2018-11-05T18:49:22Z

lee2 answered Nov 5, '18 jessicahernandez16518 commented Jul 1, '19

Jessica,

I just got off the phone with support, Case #07850384. They told me this is expected behavior for the softphones that do not have a digital line? Can you verify that? Here is my situation. I have multiple call centers and all agents have a polycom phone at their desk, they use RingCentral Phone with our CRM. If an Manager/Agent travels to a different location they will not be able to log into one of the computers there without being deauthorized. If I deauthorize them, why would the softphone be removed from any Call Handling and Forwarding it is setup for? They will no longer receive calls from their original group. I don't think anything should be removed from any setting unless I manually remove it, or there should at least be a warning that this will happen.

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jessicahernandez16518 ♦♦ commented · Nov 05, 2018 at 09:16 PM

Hi Lee,

I followed up with our Solutions Engineers and they confirmed that this behavior is performing as expected. As a suggested workaround, our engineers advised to utilize call queues instead. If for any reason call queues do not satisfy your use case, please be aware that additional enhancements are coming to call queues in the following year :)

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lee2 commented · Nov 05, 2018 at 09:40 PM

Thanks Jessica, I had Call Queues setup for all 45 of our locations during the summer and had to switch them back to ring groups because of audio issues, 6 weeks with tier 3 support and they could not figure it out so I switched back to ring groups and no more audio issues. These are the cases. 07316971 and 07485138. Once I said it was better after switching to ring groups they just cancelled the cases. I really want to use Ring Groups, so much easier to manage. I asked them to continue to investigate but i have heard nothing more.

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jessicahernandez16518 ♦♦ commented · Nov 08, 2018 at 03:10 PM

Hi Lee,

I checked up on these cases for you. One was closed due to inactivity and the other was closed because you mentioned a resolution. Have you tried to re-create the Call Queue to confirm if the issues persist? Can you confirm if you have all the correct Ports open? You'll need to check the network document to confirm.

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