Cannot see presence state anywhere

[chopsywa (Mark Dutton)]

I have basic BLF available from softphones and hard phones, but I am running demo Sangoma connect licences to see if I can justify the cost to use this for all users. The main thing I am interested in is the presence state, so all my users can see the presence of other users.

Currently I can’t get this to work anywhere. In fact in Sangoma Connect desktop client I don’t even get BLF on contacts, or favourites. I can set the presence fine and do not disturb even causes all BLF buttons to go to “on the phone” status, but there is no presence indicated. I can see from screen views of others’ system that the presence state should be shown with each contact.

Not sure where to look. I have been through all Sangoma phone settings and users/groups settings. I have enabled presence in settings | advanced.

Freepbx 17.0.19.28.

[Santhosh (M)]

Hi @chopsywa
If you want to monitor other users, you need to add those contacts to your My Favorites list. This will display the user’s presence state and BLF status in the Sangoma Desktop Client app.

you can also monitor the logs
/var/log/asterisk/sangomartapi/rtapi.log

Ref- https://sangomakb.atlassian.net/wiki/spaces/SS1/pages/31359248/Softphones+-+How+to+Set+Up+Favorite+Contacts

Below is the screen shot of present and BLF status

[chopsywa (Mark Dutton)]

Yes I’ve done all that and my favourites don’t show any presence details like in your screenshot.

I’ll check the logs tomorrow.

[chopsywa (Mark Dutton)]

OK. rtapi.log is empty.
This is what I see in my favourites.

[chopsywa (Mark Dutton)]

I enabled RTAPI logging and set to debug. I see presence changes in the logs and I see activity in the logs when I add, or remove favourites, but none display in the app favourites list.
Here are some sample entries in rtapi.log.
[debug] 8/9/2025, 11:54:29 AM send notification: SID-1000 {“jsonrpc”:“2.0”,“method”:“state.change.extension.status”,“params”:{“extension”:“198”,“subscribeTo”:“198”,“status”:“idle”,“account”:{“accountId”:“33”,“serverUuid”:“7742a8b1-01d3-4c2e-a110-efcaf62dcd2e”}}}
[debug] 8/9/2025, 11:54:29 AM send notification: SID-1000 {“jsonrpc”:“2.0”,“method”:“state.change.extension.status”,“params”:{“extension”:“403”,“subscribeTo”:“403”,“status”:“idle”,“account”:{“accountId”:“19”,“serverUuid”:“7742a8b1-01d3-4c2e-a110-efcaf62dcd2e”}}}
[debug] 8/9/2025, 11:54:29 AM send notification: SID-1000 {“jsonrpc”:“2.0”,“method”:“state.change.extension.status”,“params”:{“extension”:“402”,“subscribeTo”:“402”,“status”:“idle”,“account”:{“accountId”:“18”,“serverUuid”:“7742a8b1-01d3-4c2e-a110-efcaf62dcd2e”}}}

[chopsywa (Mark Dutton)]

Any ideas on this? It still doesn’t work and I want to thoroughly test before the Sangoma Connect trial period expires.

[Santhosh (M)]

Hi @chopsywa
Can you please ensure that “Show BLF on Favorite Contacts” and “Show Presence Status Icons on Favorite Contacts” are set to “Yes” under:

Sangoma Connect Module → Settings → Sangoma Phone Desktop Client → Contacts section.

[chopsywa (Mark Dutton)]

Yes, I have this set correctly.

I am seeing lots of activity in rtapi.log as I change presence on an extension.

[Santhosh (M)]

Hi @chopsywa
Can you please raise support ticket so we can connect to your system to debug further. Please DM me the ticket number so I can follow up internally

[chopsywa (Mark Dutton)]

Just an update that the problem is resolved. Seems the issue was within a config file for Sangoma phone. The fix was to go into Sangoma phone settings and press save.