This article lists all known UC Client issues and helpful FAQs.
Known Issues
Updated on December 7, 2023
- MFA (Multi-Factor Authentication) is not yet supported. If your user has MFA enabled, you will not be able to log in.
- In Firefox, a call will not start until the main window is focused AFTER the call pop-out window appears. - CUC-846
- Unable to send SMS to 5 and 6-digit short codes.
- Group SMS is disabled while we sort out 10DLC-related issues.
- Shared SMS numbers are not always putting the responding extension in front of the message.
- If your computer has been in sleep mode for a long period, sometimes you will see a 504 error. Refresh the page and re-login.
- If a user has a custom inbound dialing rule, DND is not bring properly set. This is the case for Mobile and Desktop.
FAQs
Why can I not log in?
To log in to ConnectUC, you'll need to use your UCaaS username (typically extension@domain). Your user account needs to have portal access permission (or be an account type that has portal access).
How can I find what version of ConnectUC Web I'm using?
You will find the version number you are using on the preferences page in the lower left.
How can I use SMS?
1. ConnectUC utilizes the ReachUC Plus entitlement (this is being resolved).
2. The DID utilized must be SMS-enabled
3. The DID utilized must be assigned to a 10DLC Campaign. Must register a Brand and Campaign for 10DLC prior.
4. SMS Assigned to the user's extension (not to email).
5. If you want to see the shared SMS numbers in use, the shared option is just below where you assign the SMS to the user.
The DID can then be used for both ReachUC and ConnectUC (we had some code that was moved to production to allow for this).
If a user has SMS enabled on their account but it's still not showing up in the left side menu, the user might have SMS to eMail enabled.
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Function:
ReachUC will sync sent messages to ConnectUC in real time.
Known Current Limitation:
ConnectUC will sync sent messages to ReachUC but not realtime, but only on REFRESH of messages.
What browser can I use for ConnectUC?
We strive to have ConnectUC work with most WebRTC-compatible web browsers. For the best experience, we recommend that you use Chrome and ensure that the browser is up to date. ConnectUC Web/Desktop is not designed to work on mobile devices. There will be native solutions for iOS and Android devices with planned availability by the end of 2024.
Why does ConnectUC keep prompting at login that the app is muted?
Please visit our dedicated article regarding why this may occur and how to resolve the issue.
Should I be getting pop-up notifications of calls and other events?
On a Mac make sure that Chrome or Edge and their helpers have notifications enabled.
Also ensure that pop-ups are allowed by clicking on the Lock icon in the browser's address bar.
If you are using a Mac, ensure that notifications are enabled for the browser and browser helper that you're using in Settings -> Notifications.
Calling doesn't seem to work; what could be wrong?
ConnectUC utilizes a websocket on port 9002 to initiate communications. The user may have some filtering application on their computer or a firewall that might be blocking port 9002 tcp. ConnectUC should display a yellow banner if port 9002 tcp is blocked.
If port 9002 is blocked the user will see a yellow warning banner.
With Messaging, can ConnectUC users and ReachUC users message each other?
No. The messaging features built into ConnectUC are different than the messaging built into ReachUC. Once ConnectUC Mobile is done, it will have the proper messaging to communicate with ConnectUC.
In Company Contacts, why are users seeing Ring Groups or other extensions that they shouldn't see?
To exclude users that you don't want to be seen, uncheck "List in Directory" on that user.
To exclude Ring Groups, Call Queues, and other "System" users, locate the "Hide System Users" option at the very bottom right of the PBX Users page and uncheck the box. Once unchecked, all system users will be displayed, allowing you to toggle their "List in Directory" settings.
There's a routine that runs nightly to sync the PBX users with the ConnectUC user database that applies changes to the "List in Directory" setting. Unfortunately, at this time, there's no event that's triggered to make this change in real time.
Is DND synced to the portal, or is it independent?
DND status is supported across your desk phone and ConnectUC. Setting DND in one location will enable DND for both.
Can you share/import contacts from Outlook/Google?
This feature is coming soon. Once released, you will be able to log in with an Outlook or Google account, and your contacts will sync and be available everywhere your contacts are listed.
Can ConnectUC work as an attendant as well? i.e. While on call on desk phone, transfer using ConnectUC?
We are still working on this. You do have the ability to receive a second call while still on a call, but today you need to answer the call before forwarding it.
Does ConnectUC support Video Chat with Screen Sharing?
Yes, today, this is available inside your company from within the Chat feature. Soon, meetings will have a dedicated tab with more features, such as inviting external people and scheduling meetings.
Does the ReachUC CRM Connector work with ConnectUC?
Yes.
Does ConnectUC support Bluetooth wireless headsets?
Yes, Bluetooth wireless headsets can be added in audio settings. Call control (HID support) on popular headsets will be available sometime in the future.
Does ConnectUC support click-to-dial?
Yes, please reference the dedicated click-to-dial article for more information.
Will there be a way for ConnectUC to load on startup on Windows or Mac?
Yes. It is built as a PWA web app. Please reference the note at the bottom of the installation guide for detailed instructions for Windows and Mac.
Does ConnectUC support Hotdesking?
Any user can log out, and another user can log in on the same browser for functionality similar to hotdesking.