iOS UC Softphone

iOS UC Softphone




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Disclaimer

Most issues with audio or call quality will be directly related to network issues. Due to the unpredictable nature of mobile and wireless networks, it will be solely up to the user to isolate network issues. Support will not be assisting in network-related support tickets for the mobile app specifically: however, any bugs, glitches, or compatibility concerns can be forwarded to support.

Known Compatibility Issues 

  • Push to a device when ringing through a call queue may not operate as intended on some devices please exercise caution and test properly when using UC softphone in a call queue.

Troubleshooting

As of current there are no largely reported issues with installation and usage outside of the iPhone X. If you are having issues with your UC Softphone, it is advised that you uninstall the app then restart your iDevice then re-install the app, if issues persist please contact support.

Restart your iPhone X

  1. Press and hold the Side button and either volume button until the slider appears.
  2. Drag the slider to turn your iPhone X completely off.*
  3. After your iPhone X turns off, press and hold the Side button again until you see the Apple logo.

Restart your iPhone 8 or earlier, iPad, or iPod touch

  1. Press and hold the Top (or Side) button until the slider appears.
  2. Drag the slider to turn your device completely off.*
  3. After the device turns off, press and hold the Top (or Side) button again until you see the Apple logo.

*With iOS 11 or later, you can turn off your device by going to Settings > General> Shut Down.

iPhoneX Issues

  • There is a known issue with iPhoneX users wherein they cannot reliably access and use the menu. As of update 1.3.0 this has been resolved, please ensure you are running the latest version of UC Softphone to support iPhoneX.
  • When being added to a call queue an iPhoneX user is only able to receive push notifications for the queue if the app is open and active on the screen: there is a workaround for this by adding the cellular number to the call queue as an agent. This should be resolved with the 2.0 release. If you experience this issue please ensure you have updated to the latest version.

Error Codes

Error codes are available in the Android and iOS versions of UC Softphone 1.1.1+

Error code numbering is a non-unique numbering system to aid Mobile Engineering in debugging issues.

Each error code does not relate to a unique failure and can be indicative of one of several issues.

Error CodeDescription
Error #1Encountered a problem. Please try again.
Error #2Encountered a problem. Please try again.
Error #3Unable to connect to the login server. Please try again later.
Error #4Unable to connect to the login server. Please try again later.
Error #5Unable to resolve login server address. Are you connected to the internet?
Error #6Unknown exception encountered. Please submit a bug report.
Error #7Unable to connect to the login server. Please try again later.
Error #8Unable to connect to the login server. Please try again later.
Error #9Unable to connect to the login server. Please try again later.
Error #10Unable to connect to the login server. Please try again later.
Error #11Unable to connect to the login server. Please try again later.
Error #12Unable to connect to the login server. Please try again later.
Error #13Unable to connect to the login server. Please try again later.
Error #14Unable to connect to the login server. Please try again later.
Error #15Unable to connect to the login server. Please try again later.
Error #16Unable to connect to the login server. Please try again later.
Error #17Unable to connect to the login server. Please try again later.
Error #18Unable to connect to the login server. Please try again later.
Error #19Invalid username/password combination.
Error #20Invalid username/password combination.
 Entered an invalid server.


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