I an issue where at least one user (limited test base) has the wrong sip information so is always offline. The details show sip:firstname.lastname@example.org instead of sip:email@example.com.
Here is an example of the account that is not working:
And here is one that is working:
I have checked the AD account where the user is being synced from and the Office 365 account to make sure that the sip information looked right there and it does, unless I'm not looking in the right places.
I also have the issue where the Skype Chat picks the wrong user to connect too. This is already a reported bug: https://support.freshservice.com/support/discussions/topics/316700
We could see you have also submitted a ticket for the issue related to SIP information. We are currently checking this with our developers and we will keep you posted on the ticket and forum once we have an update.
Regarding the chat picking the wrong user, we have deployed an enhancement to it. Please do try the same now and let us know if you are still facing the issue.
The wrong user selection does seem to have been fixed. However, the status of that user is a little off. It displayed as offline until I tried to start a chat and then it showed the correct status.
Also the first time I had a chat with the user on a ticket I lost the minimize and close buttons on the chat and so was unable to do anything on the ticket or save that chat to the ticket. I just had to refresh the screen. I have only done a couple tests so it may have been a one time issue. I will run more tests today and see if it happens again.
When you open a ticket after the ticket is loaded completely, for a couple of seconds the status of the user would show as busy and once the connection with skype is established the status would be displayed based on the current status of the user.
Regarding, your second issue if it happens again, could you please share the screenshot to firstname.lastname@example.org so we can take it forward from there?