Not connecting when using Ringout to call another Ring Central user

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This is for US account.  I'm using the desktop app.

I'm trying to use Ringout to call another user - I used his direct line.  I got the call, pressed 1, then the call drops.  Then from my desktop app, it says:

Call status error.
Generic error.  

Am I doing something wrong here?  I tried disabling the "press 1" option, but it didn't work either.

Thanks!
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Toys DG

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Posted 1 year ago

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Saadet - Community Moderator, Official Rep

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Hi Toys DG, are you still having issues? Could you walk me through the steps you took? This would help with troubleshooting :)
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Toys DG

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Hi Saadet!

Thanks for the response.  Yes I'm still having issues.  Please see steps below:

1)  From the desktop app, went to SETTINGS.
2)  Went to CALLS, and set CALLING MODE to "RingOut."
3)  I went to the desktop app dialer, then clicked the "RingOut" icon.
4)  In the "TO" field, I selected another RingCentral user from my department.
5)  There was a prompt asking me to select which of his numbers I want to use .
6)  I selected his Direct Line (softphone number).
7)  I pressed the green "Call" icon.
8)  There was a prompt to select my "Location" or the number I'm using for the Ringout.
9)  I selected my Direct Line (softphone number).
10)  The app tried to initiate the ringout, then stopped and showed the error message.
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Hmmm....you probably should contact our Support Team so we can do a screen share and see exactly what's going on and grab logs if necessary :)

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Alan Haire

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I keep seeing this issue, and am currently experiencing it, but RingCentral has not provided any solutions... just the same old "open case" or "contact Support Team" but no follow through. What gives?
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Hey Alan, I don't see any open cases on your account about this. What steps are you taking? When you're using RingOut, did you type in your cell phone number?