MiCollab missed call list and call notification popup issue

[Jerm79]

Racking my brain here...

Running MiCollab 7.3.0.30; One department with 5330e phones and MiCollab client installed. Their prime DN's are setup as Multicall, they also have a shared line appearance for their department that is setup as a multicall key as well.

No changes have been made anywhere, all of a sudden they are not getting the MiCollab call notification popup of calls on the shared dept. line, and no updates to their missed call lists for the shared line or their personal DN's.

Any ideas what could cause this, and possible remedy?

Thanks!

[sarond]

Have you check your Call Notification settings?

[Jerm79]

Yup, I pulled up their clients and checked. Odd thing is, the row below where their prime DN is showing, where I would expect the multicall number to appear as a device, that space is now blank. Progressing further to the right however are the boxes with checks in them as normal (Show Call Popup, Show Call Window on Inc, etc.,)

No clue what would cause that device description to become blank now

[VinceWhirlwind]

Maybe try doing a PBX node "Refresh Line Monitor Cache" on the PBX Nodes tab of the MiCollab Client Service

[Jerm79]

Maybe try doing a PBX node "Refresh Line Monitor Cache" on the PBX Nodes tab of the MiCollab Client Service

Unfortunately that did not work. Thank you though!

[Jerm79]

Attached is a screenshot of an impacted users 'Call Notification' settings. Can't understand why the device type went blank suddenly and is only impacting one department and not others ..

[VinceWhirlwind]

I guess you need to check whether the Multicall key refers to a valid number on the controller, whether the user's MiCollab client still has the number configured in "Manage Account" or maybe check the MiCollab Client Service, Accounts tab to see if the user still has the phone listed under Phone Numbers.
 
You could try refreshing the user's local MiCollab settings profile (you can find it in %appdata% somewhere) - shut down their client, rename the local profile folder, then restart the client.

[sarond]

Maybe try a manual sync in the MiCollab Client Service (PBX Nodes)

[Belsden]

Jerm, did this get resolved, I have the same issue with the pop up

You can delete the callhistory here: C:\Users\<userprofile>\AppData\Roaming\Mitel\UC\<login>\callhistory.dat