Known Issues
- If your computer has been in sleep mode for an extended period, you may see an error message about not being connected to services. Refreshing the page or signing out and back in will restore the connection.
- Multi-Factor Authentication (MFA) is not yet supported. If MFA is enabled on your user account, you will not be able to log in.
- In Firefox, a call will not connect until the main application window is focused after the call pop-out window appears.
- The UC application is not designed to work in virtual desktop environments.
Frequently Asked Questions
What browsers and operating systems are compatible?
The UC web application can be used in a browser tab or installed as a Progressive Web App. It does not have a specific OS requirement. For the best experience, use Chrome version 130 or above, or Microsoft Edge version 129 or above, and keep your browser up to date. The web and desktop versions are not designed to work on mobile devices.
For the native desktop app, Mac requires macOS 12 or above and Windows requires Windows 10 or 11.
Why can I not log in?
Your login credentials for the UC application are your UCaaS username, typically in the format extension@domain. This is separate from any admin portal login. Your account must have portal access permission to log in, which requires a Simple User role or higher by default.
How can I reset a user password or force a sign-out?
An admin user can reset another user’s password by navigating to PBX, then User, then Advanced Settings, then Account Security, and selecting Force Password Reset. The user will receive a reset email and will be signed out of the application automatically.
How can I find which version of the app I am using?
The version number is shown on the preferences page in the lower left corner. There is also a refresh button there to check for a newer version. On the desktop app, Mac users can find the version under the app menu by selecting About. Windows users can find it under Help, then About.
What firewall ports need to be open for the UC app?
The application uses encrypted WebSocket connections on ports 443 (TCP/UDP) and 9002 (TCP). Audio uses DTLS on ports 30000 to 40000 UDP. Chat connects to Amazon Chime messaging services over port 443. On Windows, make sure the Windows firewall’s private profile allows connectuc.exe to communicate. If port 9002 is blocked, a yellow warning banner will appear in the application.
How do I block or unblock SMS numbers?
To block a number, reply to a message from that number with the keyword BLOCK. To unblock it, reply with UNBLOCK. To see a list of currently blocked numbers, send the keyword MSGBL to any number. Blocked contacts are not notified that they have been blocked or unblocked.
How long are SMS messages stored?
There is currently no retention limit for SMS messages. They are kept indefinitely. Users can close conversations from view but cannot delete them completely.
Is DND synced across devices?
Yes. Setting Do Not Disturb in the UC application will also enable DND on your desk phone and vice versa. Your support team can adjust this behavior to be device-only if needed.
Does the app support Bluetooth headsets?
Yes. Bluetooth headsets can be added in Audio Settings. Note that call control functions such as answer and hang up via the headset buttons will not work over Bluetooth. Call control (HID support) is available in the desktop client only, and currently supports Yealink, Jabra, Sennheiser, and Logitech headsets connected via USB or Bluetooth to a vendor USB interface. If you use a Yealink headset, ensure that Yealink USB Connect software is not running, as it can conflict with the application.
Why does my call history only update after a refresh?
This typically means the application has lost its event connection to the back end, often after the computer has been in sleep mode overnight. Refreshing the page or signing out and back in will restore the connection. This same issue can affect Chat, SMS, voicemail, and fax notifications.
What causes choppy audio?
Poor audio quality is most often caused by a weak or congested network connection. If on a wired connection, check for network congestion or QoS configuration issues. If on Wi-Fi, the device may be too far from the access point. For persistent audio issues across all calls, contact support for an evaluation.
Why does DND seem to enable itself randomly?
This is almost always caused by a Yealink phone. To resolve it, add the following override to the Yealink phone configuration: bw.feature_key_sync=”0″