Genesys Cloud (formerly PureCloud)

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PureCloud Softphone Version, Update and Problems while attempting to make or receive calls

  • 1.  PureCloud Softphone Version, Update and Problems while attempting to make or receive calls

    Posted 07-27-2020 19:16
    Hi,

    Need to know how to get the current PureCloud Software version being used at any user's PC, so as to be sure that the softphone has been updated to the latest release available.

    Furthermore, want to know if the PureCloud softphone would be updated anyway in case the Enterprise Network Administrators do not permit any software installation or update to the users (as they don't have any admin rights for this).

    In case the PureCloud Softphone cannot be updated in such situation, how can we get it updated, in order to use the latest version available including  all minor updates normally donwloaded from the cloud?

    We are having troubles to get the PureCloud Softphones working normally as although registered normally on two Edge servers (Primary and Secondary) when you try to make a call you have the message "Protocol Timeout" error.

    Thank you all again in advance  for your attention and help.

    Best regards

    #SIP/VolP
    #Telephony

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    Jorge Marcelo Negri
    Senior Project Consultant
    Genesys PureCloud Certified Associate
    In Motion Argentina
    Ciudad Autónoma de Buenos Aires
    Argentina
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  • 2.  RE: PureCloud Softphone Version, Update and Problems while attempting to make or receive calls

    Posted 09-10-2020 07:27
    Hi Jorge,

    There is no auto update any more. When a new version comes out you have to download and deploy it.

    I think you already completed the update to the latest version. If not, this is the link where you can find it:
    https://help.mypurecloud.com/articles/download-purecloud-softphone/


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    Paulo Mesquita
    Spark NZ Trading
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  • 3.  RE: PureCloud Softphone Version, Update and Problems while attempting to make or receive calls

    Posted 09-10-2020 07:54
    Think that the, PureCloud Softphone updates should be "pushed" from the Edge Server, towards the users' PCs.

    Regards,


    ------------------------------
    Jorge Marcelo Negri
    Senior Project Consultant
    Genesys PureCloud Certified Associate
    In Motion Argentina
    Ciudad Autónoma de Buenos Aires
    Argentina
    ------------------------------



  • 4.  RE: PureCloud Softphone Version, Update and Problems while attempting to make or receive calls

    Posted 09-10-2020 08:42
    It was like that till December last year:


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    Paulo Mesquita
    Spark NZ Trading
    ------------------------------