"rcmobile" URI Scheme Doesn't Work with Mac OS X Desktop App

  • 2
  • Problem
  • Updated 2 years ago
  • In Progress
Observed Behaviour:
When clicking on a "rcmobile" Ring Out link as documented in the developer portal, the RingCentral app opens, but the number from the link does not get populated in the app, and a call is not placed.

Expected Behaviour:
When clicking the Ring Out link from the example code below, the RingCentral sales number is called.

This have been observed with:
  • OS: macOS Sierra 10.12 (16A323)
  • RingCentral App: 8.2.1.22660 (64-bit), 8.3.4.24012 (64-bit)
  • Browsers: Firefox 49.0.1, Chrome 53.0.2785.116 (64-bit), Safari 10.0 (12602.1.50.0.10)

This does function as intended on the iPhone using iOS 10.0.3 and RingCentral 8.3.0.

HTML Sample for Testing:
<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN" "http://www.w3.org/TR/html4/loose.dtd">;
<html lang="en">
  <head>
    <meta http-equiv="content-type" content="text/html; charset=utf-8">
    <title>Ring Central Desktop Link</title>
  </head>
  
  <body>
    <h1>Click to Call</h1>
    <div>
      <p>
        <a href="rcmobile://call?number=08000988136">RingCentral Sales Number</a>
      </p>
    </div>
  </body>
</html>
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Nate Smith

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  • annoyed that this was not solved by support after opening a case.

Posted 2 years ago

  • 2
Photo of Nate Smith

Nate Smith

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I've also tested this with Chrome/Windows and it works fine there. It seems to be limited to the Mac platform, which affects 90% of our users.
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Tyler Long, Official Rep

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I tested on Mac 10.11.5, Chrome Version 53.0.2785.143 (64-bit), RingCentral 
 Release: 8.3.2.23993 (64-bit)

It works if you quit RingCentral app first before clicking the link. It doesn't work if RingCentral app is already running.

I think it's a bug. Please contact support:

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Victor Shchenkh

  • 70 Points
There is a button under "General" settings that could help to activate the feature. When activated tab looks like this (see below). If it does and numbers are not added to the dial pad - it's likely a bug.

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Benjamin Dean, Alum

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Have any of the suggestions given been helpful Nate?
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Nate Smith

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If I'm completely honest - no. The only progress that has been made was due to involvement by our CEO, which resulted in an escalation to tier 3 support. We've exchanged 18 emails today and there still hasn't been resolution.

I appreciate that the team at RingCentral is actively involved in diagnosing the issue now, but it continues to be a pretty frustrating experience.
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John Wang, Official Rep

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For some additional info, this appears to work on:
  • OS-X 10.10.5
  • Chrome 54.0.2840.71 (64-bit)
  • RingCentral 8.3.2.23993
Scenario #1

Using the provided number provided in the original post results in a "Cannot start call: Invalid phone number" error in the softphone for me because it starts with a '0': 
rcmobile://call?number=08000988136
Scenario #2

Using a valid number in the rcmobile URI scheme and a softphone that is logged in, the softphone will be brought to the foreground, the number populated and dialing started.

Scenario #3

Using a valid number in the rcmobile URI scheme and a softphone that hasn't been launched, the softphone will be launched and brought to the foreground, the user will be prompted to login and the number populated. The user still needs to click dial as dialing doesn't start automatically after login.

Summary

Scenario #2 appears to work as expected. In Scenario #1, the number should be updated and in Scenario #3, the behavior should be verified.
(Edited)