Agent logged on, but their presence is not shown on 3CX System Management Phone Tab

[frankietseu]

Greetings.

Version: 18.0 Update 9 (Build 23)

Multiple agents are currently logged into the 3CX Electron App for Windows and can make calls and chat. However, their presence is not visible on the 3CX System Management Phone Tab. The IP address of those agents (well, branch) is whitelisted to allowlist, but I still can't see their presence.

Has anyone else had a similar experience? If so, what was the problem and solution?

Looking forward to great help/assistance. Thank you.

- Frankie

 

[SweetAction]

Does it work if they log on with another device, like mobile app or IP phone?

Electron app and v20 are officially not supported and this test will help nail down if it's a permissions setting or something else.

 

[frankietseu]

Does it work if they log on with another device, like a mobile app or IP phone?

Electron app and v20 are officially not supported and this test will help nail down if it's a permissions setting or something else.

This branch operates on a Dynamic IP network environment, they did restarting the router to obtain a new IP from a different range. Despite this, the users in this branch are still nowhere to be found on the 3CX system management Phone Tab (Electron and Mobile App). It only sees their presence when they log in using the web client. However, need to point out that they can still make calls or chat with no interruption - even though on the 3CX system management can't see their presence.

 

[SweetAction]

Sorry, for some reason I saw v20 when you called out v18 as the version. The electron app should be fine here.

What connection method is the electron app provisioned with?
To be more clear, to provision electron or mobile apps you visit the webclient and click the provision button or scan the QR code. When you visit the webclient, did you visit <ip>/webclient or do you visit https://3cx.fqdn.tld/webclient ?