Did you switch the soft-phone app to sandbox mode?

Tip: switch to the "sandbox mode" before logging in the app:

• On MacOS: press "fn + command + f2" keys
• On Windows: press "Ctrl + F2" keys

Thank you! We were unaware of that method.

We have the phone installed now, but when we look for devices for the extension with the API, it shows as "Offline", even though we are running the phone. Is this the correct app to run that returns a valid device ID for calling out?

The instruction to switch between sandbox and production is available in this page on the right-hand side.

Yes, it's the right app. However, we don't support device/phone setup for this softphone anymore. So you must login the admin portal and set a valid emergency address for the user. Then login the softphone app and try to make a phone call. If you can call a number from the softphone, the system will register the softphone device and you can read and see the device status as "online".

For the suggested work-around, we are unable to dial out with this phone. Calls appear to dial then end with "Call Status: Cannot Reach". We have tested successfully previously with the Avaya Cloud Phone located here:

The customer has shown me in this Avaya phone there is an option for Direct Dial instead of Ring Out, and he thinks this is preventing outbound calls from working.

We can't use this phone in the Sandbox, however, and we can't graduate our app credentials in Production until we properly test in the sandbox.

Do you have any advice?

Give me the app client id. I will graduate the app manually for you.

I really appreciate your help through this process. Thanks.

ClientId:

YMlhFH81xWId7qXgkTOmDU

Done.