Bria 5 Icon Shows Grey X Presence Status Appear Offline

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Symptom

Agent is using Bria 5 for their Workplace Phone. The Bria 5 window displays an icon with a grey X and the words: "Presence Status Appear offline".

Applies To

8x8 Contact Center
Bria 5

Resolution

This is related to Bria 5 messaging. Although an optional feature, you can turn this on by following the below steps.

Select Softphone > Account Settings.
Double-check the active account.
On the Account tab, check the box IM/Presence.
Click OK.

Cause

This icon is for the Bria 5 messaging feature, it is not used for 8x8 Contact Center, and the grey X is indicating the agent is not available for Bria 5 messaging.

It does not impact the ability of the agent to receive or make calls through Contact Center