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.
For the direct line question - any idea when that might make to to the RingCentral App?
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?
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.
The response to my ticket demonstrated that they did not read / understand / or try to reproduce the problems I was having. They told me how to deauthorize a computer from the RC Phone App. I did that however the problems still remain. Unfortunately, your system doesn't allow me to reopen the ticket.
Proof: Same Error.
"log back in to the RC phone app and refresh, you should see your device online with the green check " That is the point of this problem. I don't want to install the RC Phone App.
Are you able to have the ticket reopened and reviewed?
Can you share case number?
@Phong Vu Thank you for responding.
I submitted a second ticket referencing the first and they replied.
Their response was "the "Ringout" option it will only work using the RingCentral Phone App."
If the RingOut API is only set to work with the RC Phone App, is there a similar API that works with the RingCentral Desktop App?
Share with me the ticket ref. number. Thanks.
The ring-out must work with the RC app. Tell me about the use case you try to implement, is it just a Web app and click to dial, or it is more complicated?
5002H00001NUNBhQAP and 5002H00001NUPmtQAH
This does not look like a case number. Where did you get it from?
Oops - those were reference numbers. The case numbers are 14754870 and 14757771
We have employees that fall into the following categories,
- Hardphone without any program
- Hardphone + RC Phone App
- Hardphone + RingCentral App
- No hardphone + RC Phone App
- No hardphone + RingCentral App
We have been discouraging the RC Phone App because of the following page: https://support.ringcentral.com/transition-to-rcv/user.html
Because your company is retiring the RC Phone App - per the above website, we are moving to,
- Hardphone without any program
- Hardphone + RingCentral App
- No hardphone + RingCentral App
I am trying to integrate RingCentral with our custom database. Part of this will be to generate outgoing calls. I have used the rcapp protocol when available (rcapp://r/call?number=) however this won't address all my needs. The RingOut api appeared to address my needs however I had no idea that it was tied exclusively to the "retiring" RC Phone App.
I found out that the limitation right now is that on RC app, ring-out works only with main company number * extension number, NOT direct number. It seems the limitation is related to the device id registration and the team is working on resolving it.
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!
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