My team has been working from home for the past few weeks, however, one of our users is unable to connect to their Softphone. They are the only user utilizing SoftPhone on our account, so we do not have alternate accounts to test with. This user was previously configured successfully about 4-5 months ago. I called the support line, and they advised that the user migrate (set up MyAccount) and update their password as well as install the updated Softphone. After doing all of these, the user is still unable to connect.
Since 408 is a time out error, I would like more information as to what address(es) that the software is trying to reach so that we can verify that there are no firewall or NAT issues.
Thank you in advance.
Hi there, thanks so much for taking the time to reach out to the Digital Care Team here through the forums. I am so sorry to see that the user is having issues with accessing the softphone. We know how important this is for your business and you have reached the right team to help make sure we get this taken care of. We are so sorry for the delay and can you please send us a private message with your name, the full address, and the account number?