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My RingCentral phone account has both an extension and a direct phone number.

I use the RingCentral app.

I do not have a hard phone.

I am using RingCentral SDK for PHP.

Issue:

When I set the "from" phoneNumber to my direct phone number, I get

Status: {"callStatus":"Error","callerStatus":"GenericError","calleeStatus":"InProgress"} Done.

If I install and have the RC Phone Desktop App open, it will succeed.

If I close the RC Phone Desktop App, I either get the GenericError again OR

Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"Invalid","callerStatus":"Invalid","calleeStatus":"InProgress"} Done.


NOTE: the RingCentral App has been open the entire time. The error or success appears to be tied directly to the RC Phone App


Confusing [to me anyway] Solution:

If I set the from phoneNumber to the main phone number & my extension (EX: +15555555555x123), it will succeed.


Is this expected behavior? Should I be using the main phone number & my extension for the from phone numbers instead of direct lines?

I don't want the RC Phone Desktop App to be installed.


Problem 2 (can only test with the RC Phone Desktop App due to the direct line issue above):

RingOut doesn't know about statuses if I dial the main line & extension.


If I install and keep the RC Phone App open, set the from phone number to my direct phone number, and change the RC Phone App Statuses, I will get:

Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"CannotReach","callerStatus":"Busy","calleeStatus":"InProgress"} Done.

when set to "Busy" and I ignore the call

Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"CannotReach","callerStatus":"Busy","calleeStatus":"InProgress"} Done.

when set to "Do not disturb"


The trouble is that if I set the status to "Do not disturb" in the RC Phone App and dial the main phone number & my extension, (I also tried setting the RingCentral App to "Do not disturb" at the same time - didn't help) It goes to voicemail instead of returning a "CannotReach" status.

Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"InProgress","callerStatus":"InProgress","calleeStatus":"InProgress"} Status: {"callStatus":"Success","callerStatus":"Finished","calleeStatus":"InProgress"} Done.

Would you mind to submit a support ticket with the same content in this thread so the dev support team would handle this issue better.

Thank you for your cooperation!

I have submitted the ticket.

Thank you.

Thanks! I also tested it myself and found that this does not work. So I will also provide my inputs to the team.

For the problem 2 you reported above, I think that it is by design that when an incoming is set to forward to voicemail, DnD will follow the setting rule to forward the call to voicemail. Thus, call status will not be reported with the CannotReach status.

Is there a way to get the user's status in the RingCentral app via API so I would know whether or not they would receive the call or go to voicemail when using main number + extension?

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