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Unable to add/assign RingCentral "Phone" softphone to user/extension in Sandbox?
Tags: developer sandbox, softphone
Mar 20, 2024 at 11:24am   •   1 replies  •  0 likes
Paul N

Hi there,

How do I add add the older "RingCentral Phone" softphone to an extension in the sandbox?

Seems the "add phone" option only allows me to pick the newer "RingCentral App" Softphone.

I also tried logging into extension using older "Phone" app (which works fine), but that no longer seems to auto-add the phone to the user/ext list like it used to?

FYI, the reason I do not want to use the newer app for this, is because I need to perform a CallOut request using a specific device - and according to your current API, the "new" app still does not support this? (as it's a virtual device - tho happy to be corrected on this).

Any ideas? Thanks in advance

1 Answer
answered on Mar 20, 2024 at 2:54pm  

Unfortunately, you can no longer provision the RingCentral soft phone for a user extension. If you just need to test the /call-out API, you can test it with the RingCentral app using the workaround solution below:

- Write some code to catch the telephony event notification. E.g. using this simple sample code, change the event type to telephony/sessions accordingly.

- Make a phone call from the RingCentral app and you will receive the telephony notification events as shown in the example below. Grab the device id and use it to make a /call-out API call.

    "uuid": "5633235359831428528",
    "event": "/restapi/v1.0/account/77972XXXX/extension/85652XXXX/telephony/sessions",
    "timestamp": "2024-03-20T21:22:27.742Z",
    "subscriptionId": "611b9176-843d-4ea3-875c-89ebde37aeb2",
    "ownerId": "85652XXXX",
    "body": {
      "sequence": 2,
      "parties": [
          "accountId": "77972XXXX",
          "extensionId": "85652XXXX",
          "id": "p-a1c143103c762z18e5dbe7884z349fa0000-1",
          "direction": "Outbound",
          "to": {
            "phoneNumber": "+1650224XXXX"
          "from": {
            "phoneNumber": "+1650933XXXX",
            "extensionId": "85652XXXX",
            "deviceId": "801594692004"
          "status": {
            "code": "Setup",
            "rcc": false
      "origin": {
        "type": "Call"

on Mar 20, 2024 at 11:27pm   •  0 likes


I was about to try your workaround suggestion, but when app login failed, I remembered that AFAIK unlike the older "Phone" app, there is no way to log into a Sandbox extension using the newer RingCentral app?

I also tried using (as that does support sandbox extensions), but the events raised from doing CallOuts from there do not include deviceId (in fact, no Party info at all):

    "uuid": "2935767101537XXXXX",
    "event": "/restapi/v1.0/account/8825XXX/extension/8825XXX/presence?detailedTelephonyState=true",
    "subscriptionId": "1b6bf6ca-2592-49ca-b1fb-a6ca47XXXX",
    "ownerId": 8825XXXXX,
    "timestamp": "2024-03-21T06:12:49.005+00:00",
    "body": {
        "extensionId": 88258XXXX,
        "telephonyStatus": "Ringing",
        "activeCalls": [{
                "id": "jtd3he9mu6mekXXXXXX",
                "direction": "Outbound",
                "from": "+132336XXXX",
                "fromName": null,
                "to": "102",
                "toName": null,
                "telephonyStatus": "Ringing",
                "terminationType": null,
                "sipData": null,
                "startTime": "2024-03-21T06:12:48.885+00:00",
                "sessionId": "322214XXXX",
                "partyId": "p-a1c143103c762z18e5fXXXXXXXXXXXXXXXX0000-1",
                "telephonySessionId": "s-a1c143103c762z18e5faXXXXXXXXXX"
        "sequence": 230,
        "presenceStatus": "Available",
        "userStatus": "Available",
        "meetingStatus": 0,
        "dndStatus": "TakeAllCalls",
        "allowSeeMyPresence": true,
        "ringOnMonitoredCall": false,
        "pickUpCallsOnHold": false

Is there a workaround to logging into sandbox via the newer desktop App?
...or would you expect the app.devtest... web app to present the deviceId (that I'm not seeing) above?

Thanks again

on Mar 21, 2024 at 2:21am   •  0 likes

Ah, my bad - I see we're currently using the "detailed presence" event, which doesn't seem to bring the device info.

Would still be keen to know what ETA you guys have on being able to CallOut without first having to have done one manually.


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