Need presence feature enabled on the Yealink T87W. When a user is logged into their deskphone, we'd expect to see them as available in the RC app HUD display, but instead they're showing as offline (when idle)

Message from customer that can't use the T87Ws:

"That is one of the issues, but there is also a separate synchronization issue between the physical Yealink phone, the user’s extension, and the RingCentral app.

For example, the physical phone may be set to DND while the RingCentral app still shows the user as available, or the app may be set to DND while the physical phone shows the user as available. The presence status does not appear to synchronize consistently in either direction. We are also seeing inaccurate presence information on both the physical phones and within the RingCentral app. If an idle user is displayed as offline in the HUD, how is another user supposed to know whether that person is actually available to be contacted or receive a transferred call?

We need the user’s status to synchronize accurately across the physical phone and the RingCentral app. With the older software they currently use, staff can see each user’s status and change it directly within the app to available, busy, ringing, on a call, or DND.

I would expect RingCentral to display these statuses accurately and consistently across both the physical phone and the app. At this point, the statuses do not appear to be synchronizing correctly, so this seems to be more than just a feature request.

There has to be something missing in the configuration or integration. Yealink has confirmed that everything is working correctly on their end. Can you please investigate this further from the RingCentral side and help us determine why the presence statuses are not synchronizing properly?"