Rainbow calls while main device is out of serviceAnswered
I have a user with an OXE IP Touch deskphone as main device, and Rainbow as secondary device connected via WebRTC Gateway.
While the IP Touch deskphone is in service, user can make/receive calls in Rainbow client.
But when the IP Touch deskphone is out of service for any reason, the user cannot make/receive calls in Rainbow client. This issue has been reported in Rainbow support ticket #17687, and they respond it's the expected behaviour.
I think that it would be great if the Rainbow device configured as secondary can continue working as usual even if the deskphone main device is out of service for any reason.
Ok, so I suggest to close this post now and to switch this to the support team. This is clearly a bug.
Could you please create a ticket and attach log files, so that we can see what happens. You can make a copy/post of all the messages we exchanged, use case is clear enough.
Christophe MuningerComment actions
On OXE side, for the multi-device function, if the main set is out of service, the secondary devices can continue to receive the calls. This is done by configuration on OXE side:
“Overflow to sec tandem if main oos“, in System Option
or “Ring secondaries if Main OoS” in Phone Features CoS
I've done additional tests and it seems to work fine except for one scenario:
When the user logs in Rainbow client while the deskphone is out of service, then:
- Calls to the user are received in Rainbow client (OK)
- Calls from Rainbow client are not possible.
Is this the expected behaviour?
If the deskphone goes out of service while the user is logged in Rainbow, then calls both to and from the user work fine.
Could you please explain what is your current configuration in the Rainbow menu. Make phone calls with "Computer", is that correct ?
If yes, this means that you will place calls from the computer and receive calls on your office and all of your Rainbow apps (computer and mobile if you have one).
So, if office phone is out of service, you continue to receive calls on all of your Rainbow apps. And you should be able to place calls from your computer.
If this is not what we have, we should move this post now to the support team.
Yes, that's my configuration, make calls with Computer.
The problem is that, when you log in Rainbow (at least web client) while your main device is out of service, you get this status:
In this situation, you can still receive VoIP calls in Rainbow client (even though they appear as Anonymous), but you cannot launch any call.
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