Find your symptom below.
I am stuck on Busy after a call ended
Your status flips to busy when a call connects and back when it ends. If it is stuck, the "call ended" signal did not arrive.
Set your status manually in the portal header to clear it. If it keeps happening, contact support — it points at a problem between the phone system and the platform, not at your account.
I show Offline but I am signed in
Your status is worked out from the devices you are signed in on. If no device has reported activity for ten minutes, you are marked offline.
- Refresh the portal, or make a call, to report activity.
- If you are only signed in on a desk phone, check it is still registered.
I keep dropping to Away
That is auto-away, which moves you after 15 minutes of inactivity. It is working as intended.
The number of minutes cannot currently be changed from the portal. If 15 minutes does not suit how your team works, contact support.
A colleague shows the wrong status
- Their status may be manually set. A status somebody chose stays until they change it.
- If they are on a desk phone, check whether you are looking at their user status in the portal or a busy lamp on your phone — those are two different mechanisms and can briefly disagree.
Busy lamps on my desk phone do not update
Busy-lamp keys work by your phone subscribing to each extension it watches. If they are blank or stuck:
- Reboot the phone so it re-subscribes.
- Check the extension is still assigned to a user.
- If several phones are affected at once, contact support.
I set Do Not Disturb and calls still arrive
- Check it is actually on — pick your status in the portal header and confirm.
- Do Not Disturb does not stop SMS, only calls.
- A call already ringing when you enabled it will continue.
I cannot find where to manage my signed-in devices
Signing a device out and removing an old device are not available in the portal today. Contact support if an old device needs clearing.