Who owns that supervisor’s device? Can you make a direct phone call to that supervisor’s device? Check the call monitoring group to make sure that it’s set up correctly (the supervisor and the call party as the agent to be monitored, etc.

Please check those and let me know.

​@PhongVu I figured it out! I had to keep the softphone running in the background and make sure it can always accept a call. Thank you!

SuperVision failed with 403 error :
 {
   "errors" : [
      {
         "errorCode" : "TAS-120",
         "message" : "Can't find registered deviceId for current user"
      }
   ]
}
And here is supervisor device info:
[
   {
      "uri":"https://platform.ringcentral.com/restapi/v1.0/account/3265390015/device/802908434015",
      "id":"802908434015",
      "type":"WebRTC",
      "sku":"DV-16",
      "name":"RingCentral WebRTC",
      "status":"Offline",
      "extension":{
         "uri":"https://platform.ringcentral.com/restapi/v1.0/account/3265390015/extension/3265390015",
         "id":3265390015,
         "extensionNumber":"101"
      },
      "phoneLines":[
         {
            "id":"1412987015",
            "lineType":"Standalone",
            "emergencyAddress":{
               "required":true,
               "localOnly":false
            },
            "phoneInfo":{
               "id":3142367015,
               "phoneNumber":"+18585297889",
               "paymentType":"Local",
               "type":"VoiceFax",
               "usageType":"DirectNumber",
               "country":{
                  "uri":"https://platform.ringcentral.com/restapi/v1.0/dictionary/country/1",
                  "id":"1",
                  "name":"United States"
               }
            }
         }
      ],
      "emergency":{
         "addressStatus":"Invalid",
         "addressEditableStatus":"MainDevice"
      },
      "shipping":{
         "address":{
            "country":"US",
            "countryId":"1",
            "countryIsoCode":"US",
            "countryName":"United States",
            "customerName":"Curtis Jazwiecki"
         },
         "method":{
            "id":"1",
            "name":"Ground"
         },
         "status":"Won't ship"
      },
      "linePooling":"Host",
      "hotDeskDevice":false
   }
]
Its saying the status is “Offline”

And
 {'uri': 'https://platform.ringcentral.com/restapi/v1.0/account/3265390015/extension/3265390015/grant?page=1&perPage=100', 'records': [{'uri': 'https://platform.ringcentral.com/restapi/v1.0/account/3265390015/extension/3265390015/grant/3279263015', 'extension': {'uri': 'https://platform.ringcentral.com/restapi/v1.0/account/3265390015/extension/3279263015', 'id': '3279263015', 'extensionNumber': '102', 'type': 'User'}, 'callPickup': False, 'callMonitoring': True, 'callOnBehalfOf': False, 'callDelegation': False, 'groupPaging': False, 'callQueueSetup': False, 'callQueueMembersSetup': False, 'callQueueMessages': False, 'sharedVoicemails': False, 'callQueueFacSetup': False, 'callQueueSmsRecipient': False}, {'uri': 'https://platform.ringcentral.com/restapi/v1.0/account/3265390015/extension/3265390015/grant/3402225015', 'extension': {'uri': 'https://platform.ringcentral.com/restapi/v1.0/account/3265390015/extension/3402225015', 'id': '3402225015', 'extensionNumber': '103', 'type': 'User'}, 'callPickup': False, 'callMonitoring': True, 'callOnBehalfOf': False, 'callDelegation': False, 'groupPaging': False, 'callQueueSetup': False, 'callQueueMembersSetup': False, 'callQueueMessages': False, 'sharedVoicemails': False, 'callQueueFacSetup': False, 'callQueueSmsRecipient': False}, {'uri': 'https://platform.ringcentral.com/restapi/v1.0/account/3265390015/extension/3265390015/grant/3433264015', 'extension': {'uri': 'https://platform.ringcentral.com/restapi/v1.0/account/3265390015/extension/3433264015', 'id': '3433264015', 'extensionNumber': '104', 'type': 'User'}, 'callPickup': False, 'callMonitoring': True, 'callOnBehalfOf': False, 'callDelegation': False, 'groupPaging': False, 'callQueueSetup': False, 'callQueueMembersSetup': False, 'callQueueMessages': False, 'sharedVoicemails': False, 'callQueueFacSetup': False, 'callQueueSmsRecipient': False}], 'paging': {'page': 1, 'totalPages': 1, 'perPage': 100, 'totalElements': 3, 'pageStart': 0, 'pageEnd': 2}, 'navigation': {'firstPage': {'uri': 'https://platform.ringcentral.com/restapi/v1.0/account/3265390015/extension/3265390015/grant?page=1&perPage=100'}, 'lastPage': {'uri': 'https://platform.ringcentral.com/restapi/v1.0/account/3265390015/extension/3265390015/grant?page=1&perPage=100'}}}

Extension 3265390015 has 'Supervise Calls' permission: False



How should I resolve this issue?

It clearly said that the device is “Offline”, which means that the device is not reachable and cannot making or receiving calls.

What is that device and how do you get it?

For call supervision demo, check out this blog.