Issues receiving calls:

• Check setup and configuration: Start working with the Advanced UC Softphone App and Start working with the Advanced UC Softphone Desktop App
• Ensure extensions are added to the call queue: Ensure the user's mobile extension is included in the main call queue to receive incoming calls directly through the app. If the extension is missing from the queue, it will prevent the app from ringing for incoming calls.V
• Connectivity problems can disrupt the app’s ability to sync calls effectively across devices. Steps to resolve this include:
  • Verify stable internet access: Check that both your mobile device and desktop device (if applicable) are connected to a reliable and stable network, such as a strong Wi-Fi or LTE connection. Unstable or weak connections can cause staggered ringing or prevent the app from ringing altogether.

Problems with Poly/Plantronics Voyager UC headsets:
Currently, for the Poly/Plantronics headsets connected via Bluetooth to work, the Hub Desktop application has to be installed on the PC. Please advise the user to install the app from the official website: https://www.poly.com/be/en/support/downloads-apps/hub-desktop.

Call would not go through to the app (call trace shows 302 Moved Temporarily): Check if the user has enabled the “Forward unconditional” feature in the Call settings section of the application. In such cases, all incoming calls are forwarded to the number specified in the app by the user.

How Many calls can a user receive via the app? Typically, a user can handle up to 2 simultaneous calls (inbound/outbound) through the mobile app.

Android Phones ring and vibrate on incoming calls, but they stay on the Lock Screen and do not present a call pop-up. Enabling the "Appear on top "(or "Always on top "in some devices) setting for the UC Advanced Softphone app on some Samsung devices resolves the issue. You can find the settings on your Android device in Settings>Apps>Advanced UC Softphone. 

Activation and Credential-Related Problems

If you cannot connect to the system despite entering the correct domain, username, and password, ensure your app is activated adequately via the portal. Credentials for the app differ from the portal login details and must be specifically generated. Follow these steps:

1. Log in to the portal and navigate to the Users section.
2. Select your user or extension.
3. Head to the Phones tab.
4. Wait a few seconds for the “Activate app” button to appear at the top-right corner, then click it.
5. Use the credentials generated or scan the provided QR code to sign into the app.

This activation process ensures that the app connects using the appropriate SIP credentials.

SMS is not working for users: Please confirm that the users have SMS enabled and that the Advanced UC Softphone has been activated for the SMS users. F Please get in touch with your representative to add SMS. Once SMS has been added for the user, they should first ensure they are using the most current version of the app, and then they need to close out the App and log in again to see the changes.