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Thirdlane

Users Status

Users Status is the go-to screen when a user reports “my phone is not working” or “I am not getting calls.” It combines each user’s registration/device status with their call-handling settings, so you can see at a glance whether a phone is actually registered and whether a setting (like Call Forwarding) explains the behavior - the two most common causes of “missing” calls. It shows the user’s settings (Call Forwarding, Call Blocking, and so on) and the status of the devices in use, or devices a user used earlier (phones, ATAs, or Thirdlane Connect instances). Not all the user-settings data is shown by default; click the ”>>” button to show additional columns.

This screen also enables quick editing of User Extensions by clicking the Edit icon, as well as changing Users’ settings by masquerading as the selected user and opening User Portal by clicking the Portal icon.

Note that while you can see the status of users belonging to all Tenants, you can edit User Extensions and go to User Portal only for the users of the currently selected Tenant.

Clicking the Status icon displays detailed information about user’s devices, which also shows some historic information. This historic information can be deleted by selecting users and clicking “Clear History” button.

Best practices

  • Check registration first. If a user is not receiving calls, confirm their device shows as registered here before troubleshooting routing - an unregistered phone cannot ring.
  • Reveal the extra columns for call-handling settings. Active Call Forwarding, Do Not Disturb, or Call Blocking often explains “missing” calls; the ”>>” columns surface these without opening each extension.
  • Use masquerade (the Portal icon) to reproduce a user’s experience and adjust their settings directly, remembering you can only edit users in the currently selected tenant.
  • Clear stale device history when a user has replaced hardware, so the view reflects only their current devices.