Sipgate Phonebridge not working equally for all employees

Sipgate Phonebridge not working equally for all employees

Good day,

We use the sipgate phonebridge with zoho CRM and desk in our zoho one account:



One of my colleagues (Ben) is not able to use the phonebridge like other employees even though we have configured his account in the same way as the others. He has tried to switch browsers but nothing seems to help, we use the latest chrome and firefox versions with same results on both browsers.

Problem 1: when clicking the green phone icon next to the contact number in CRM the call is not transfered to his sipgate mobile phone but he is asked to choose an app to make the call instead:




Problem 2:

when he is called the CRM system does not recognize that he picks up the phone (the popup says connecting even though he picked up the call) and he is not able to take notes abvout the call he received.

for other colleagues it looks like this when they pick the phone up:



do you know why we might be having these connection issues? or is this a configurational problem?

thank you in advance for your reply.



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