GreenLink Networks incident
Softphone's Buddy List not showing names; only extension numbers for contacts
GreenLink Networks experienced a minor incident on October 17, 2023 affecting Mobility Suite (Softphone Apps), lasting 22d 1h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 17, 2023, 01:42 PM UTC
At this point, some users might experience this issue where their buddy list on the softphone would only show extension numbers and not contact names. We are investigating to solve this as soon as possible and will confirm when solved.
- monitoring Oct 18, 2023, 03:28 PM UTC
A fix has been implemented and we are monitoring the results.
- monitoring Nov 02, 2023, 02:15 PM UTC
The issue was replicated again today and we will continue to follow up with our provider. In the meantime, users can perform an exit or log out and log back in to the softphone and this should help solve the problem with the contact names.
- monitoring Nov 02, 2023, 06:24 PM UTC
Our provider is currently stress-testing a potential fix and hope to have it deployed soon once stability is ensured. We'll be updating as soon as this is performed.
- monitoring Nov 03, 2023, 03:38 PM UTC
Latest update from our provider: "Next week we have a code deployment planned (probably Tuesday 7th or Wednesday 8th) that should address some of the XMPP issues. In particular, we expect this to fix the problem where display names are not appearing correctly for roster contacts, and on the back end there are improvements for our own service monitoring to assist with subsequent fixes. We are optimistic that this step will lead to more complete resolutions for other XMPP-related issues. We'll keep you posted with any more news."
- resolved Nov 08, 2023, 03:17 PM UTC
Our provider confirmed that they performed a maintenance last night that is expected to resolve the issue with XMPP where contact rosters would show user IDs instead of the user's display name. If you were experiencing this issue, please log out and back in to get a new roster (if you have not already) and see if the roster you obtain on login has the correct Display names for the contacts. If you for any reason do not see the correct names, please reach out to us for more help.