v20 - weird extension issues (minor)

[benf]

Clean install from 18 to 20 (backup/restore)
For the most part everything is working, however 1 user is grey on the panel , they can login to website, call out, respond to SMS but always greyed / offline

I tried a few things like making them system owner, which works they can hit the admin panel, and then set them back to user. They also don't show up in our group , presumably because they are coming up offline, I can 'search' for them and see them greyed out.

At this point, I could probably just blow away the extension and remake it , but wondering if anyone knows what I can look for because this might not be an issue in the future

One other small thing, when I dial out to one of my users cell phones I seem to get this message, the call goes through, and only seems to be for users in our system that have their cell number programmed (I am not 100% on this yet but testing) There's no noticable issue other than the alert in the log

There was no user or outbound rule found for the number

 

[benf]

So as a follow up, I deleted the extension, re-imported from 365 , and same issue, maybe I have to delete the ext and restart and then do it, or use a completely diff ext to test

 

[SteveITS]

How is the offline user connecting? Web client? Mobile app?

To see others' status, ensure browser notifications are enabled in your web client.

 

[benf]

They are in the web client , but also have the phone app. he can dial out, send/recv SMS , but always just greyed out for everyone. Everyone else is working properly. I had him switch to DND for a bit to test, but nothing .. I thought maybe it was 'hours' so I just changed him to custom hours all day but yeah I am not sure where else to go, Ive already removed/re-added but we are going to test with a diff extension