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The First Step
Oct 24, 2016 1:31 PM UTC
Question

"rcmobile" URI Scheme Doesn't Work with Mac OS X Desktop App

Observed Behaviour:

When clicking on a "rcmobile" Ring Out link as documented in the developer portal, the RingCentral app opens, but the number from the link does not get populated in the app, and a call is not placed.


Expected Behaviour:

When clicking the Ring Out link from the example code below, the RingCentral sales number is called.


This have been observed with:

  • OS: macOS Sierra 10.12 (16A323)
  • RingCentral App: 8.2.1.22660 (64-bit), 8.3.4.24012 (64-bit)
  • Browsers: Firefox 49.0.1, Chrome 53.0.2785.116 (64-bit), Safari 10.0 (12602.1.50.0.10)


This does function as intended on the iPhone using iOS 10.0.3 and RingCentral 8.3.0.


HTML Sample for Testing:

<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN" "" target="_blank">http://www.w3.org/TR/html4/loose.dtd">;
<html lang="en">
  <head>
    <meta http-equiv="content-type" content="text/html; charset=utf-8">
    <title>Ring Central Desktop Link</title>
  </head>
  
  <body>
    <h1>Click to Call</h1>
    <div>
      <p>
        <a href="rcmobile://call?number=08000988136">RingCentral Sales Number</a>
      </p>
    </div>
  </body>
</html>  

    6 replies

    The First Step
    Oct 24, 2016 2:59 PM UTC
    I've also tested this with Chrome/Windows and it works fine there. It seems to be limited to the Mac platform, which affects 90% of our users.
    Employee
    Oct 25, 2016 1:02 AM UTC
    I tested on Mac 10.11.5, Chrome Version 53.0.2785.143 (64-bit), RingCentral 
     Release: 8.3.2.23993 (64-bit)

    It works if you quit RingCentral app first before clicking the link. It doesn't work if RingCentral app is already running.

    I think it's a bug. Please contact support:


    New Participant
    Oct 25, 2016 3:57 PM UTC
    There is a button under "General" settings that could help to activate the feature. When activated tab looks like this (see below). If it does and numbers are not added to the dial pad - it's likely a bug.


    Found Your Voice
    Oct 25, 2016 6:12 PM UTC
    Have any of the suggestions given been helpful Nate?
    The First Step
    Oct 25, 2016 11:56 PM UTC
    If I'm completely honest - no. The only progress that has been made was due to involvement by our CEO, which resulted in an escalation to tier 3 support. We've exchanged 18 emails today and there still hasn't been resolution.

    I appreciate that the team at RingCentral is actively involved in diagnosing the issue now, but it continues to be a pretty frustrating experience.
    Oct 26, 2016 7:45 AM UTC
    For some additional info, this appears to work on:
    • OS-X 10.10.5
    • Chrome 54.0.2840.71 (64-bit)
    • RingCentral 8.3.2.23993
    Scenario #1

    Using the provided number provided in the original post results in a "Cannot start call: Invalid phone number" error in the softphone for me because it starts with a '0': 
    rcmobile://call?number=08000988136
    Scenario #2

    Using a valid number in the rcmobile URI scheme and a softphone that is logged in, the softphone will be brought to the foreground, the number populated and dialing started.

    Scenario #3

    Using a valid number in the rcmobile URI scheme and a softphone that hasn't been launched, the softphone will be launched and brought to the foreground, the user will be prompted to login and the number populated. The user still needs to click dial as dialing doesn't start automatically after login.

    Summary

    Scenario #2 appears to work as expected. In Scenario #1, the number should be updated and in Scenario #3, the behavior should be verified.