Problem Authenticating with Ring Central Legacy Phone App

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George Schally asked Mar 6, '24 Phong Vu commented Mar 9, '24

Problem Authenticating with Ring Central Legacy Phone App

We are trying to test in our sandbox using the legacy phone app located here:

https://support.ringcentral.com/download.html

install file: RingCentral-Phone-24.1.3.msi

We must use the legacy phone to allow calling out with the API. When we try to login to the phone we get "Login Failed", but we are using the same credentials that work for the current phone and web-based client.

The user we are logging in with: cdctestitesa@gmail.com

Phone number: +16282312316

Main number: +16268994541

Account ID from API endpoint: 422160004

Thanks,

George

rest api softphone

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Using the RingCentral Phone for Desktop, you can dial or receive test calls, send and receive test SMS or Fax messages in your sandbox environment.

Download RingCentral Phone for Desktop:

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

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

Answer 1 · 2024-03-06T15:17:15Z

Phong Vu answered Mar 6, '24

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

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Answer 2 · 2024-03-06T17:16:54Z

George Schally answered Mar 6, '24 Phong Vu commented Mar 6, '24

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?

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Phong Vu ♦♦ commented · Mar 06 at 08:49 PM

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".

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Answer 3 · 2024-03-08T14:50:00Z

George Schally answered Mar 8, '24 Phong Vu commented Mar 8, '24

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:

https://www.ringcentral.com/apps/avaya-cloud-office/aco-phone

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?

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Phong Vu ♦♦ commented · Mar 08 at 02:53 PM

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

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Answer 4 · 2024-03-09T00:07:06Z

George Schally answered Mar 9, '24 Phong Vu commented Mar 9, '24

I really appreciate your help through this process. Thanks.

ClientId:

YMlhFH81xWId7qXgkTOmDU

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Phong Vu ♦♦ commented · Mar 09 at 12:21 AM

Done.

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