After successfully making a new subscription, there is no webhook posted while the RingOut call is in progress

  • 1
  • Problem
  • Updated 2 years ago
  • Acknowledged
 Yesterday, I found a problem that after successfully making a new subscription, there is no webhook posted to the specified URL while the RingOut call is in progress.

So far, when my app subscribes for the events (mentioned below), I see that the whole process go through just fine and my webhook endpoint always gets something back from RingCentral. However, after that, there is no postback to that webhook endpoint so far.

The webhook endpoint is always accessible and operational without issue.

At the moment, I believe that there is no postback from RingCentral but I am not so sure about that.

I would like some guidance how to investigate this issue.

Steps to reproduce the problem:

  1. Make a new subscription or ignore if there is an active webhook subscription for the following events:

    • /restapi/v1.0/account/~/extension/~/presence?detailedTelephonyState=true&sipData=true
    • /restapi/v1.0/account/~/extension/~/presence/line/presence?detailedTelephonyState=true
  2. Make a RingOut call.

Photo of Janielle

Janielle

  • 530 Points 500 badge 2x thumb
  • frustrated

Posted 2 years ago

  • 1
Photo of Janielle

Janielle

  • 530 Points 500 badge 2x thumb
How do I go about getting this resolved. This is core functionality that appears to be broken, any feedback would be appreciated.

Thanks.
Photo of Benjamin Dean

Benjamin Dean, Alum

  • 8,622 Points 5k badge 2x thumb
Hi Janielle,

Apologies for the delay in responding.

I am testing and working on an official response to your problem now, and will reply here as soon as I have an answer (in the next hour or so) that can help move you forward in your development.

:D
Photo of Benjamin Dean

Benjamin Dean, Alum

  • 8,622 Points 5k badge 2x thumb
FYI: Nearly done configuring the tests...
Photo of Janielle

Janielle

  • 530 Points 500 badge 2x thumb
Thanks very much
Photo of VB

VB, Official Rep

  • 1,410 Points 1k badge 2x thumb
Janielle,

Can you provide us information on your organization?  Also,  could you let us know which programming language are you using ? 

Have you looked into this repo : https://github.com/grokify/ringcentral-demos-webhooks  

Also, 

1. Is your post request to subscription returning HTTP 200 success and is returning Subscription ID?

2. While doing a ring-out - What is the from/to number  that you are using ? Is your "from" number the same as the Login phone number and extension? You could use  the from number in this format +1XXXXXXXXXX*ext  ( where ext is extension that you are logged in as during authentication ) 

3. Have you tried making a call to the phone number and extension that you are listening to via subscription while you are logged in as that number on your softphone (on sandbox mode) ?

For further investigation , we would like to get in touch with you directly . Could you contact us on devsupport@ringcentral.com ?
(Edited)
Photo of Janielle

Janielle

  • 530 Points 500 badge 2x thumb
Thank you , I have sent an email.
Photo of Benjamin Dean

Benjamin Dean, Alum

  • 8,622 Points 5k badge 2x thumb
Apologies for the delay. I discovered the same thing as I built out this sample app showing how Webhooks with RingCentral operate: https://github.com/bdeanindy/ringcentral-webhook-basics

I found that no telephony related events were being POSTed to my webhook endpoint as expected, but the extension presence events (updates and modifications to availability) were generating events.

I have contacted our engineering team to investigate this.

Thank you for reporting this Janielle
Photo of VB

VB, Official Rep

  • 1,410 Points 1k badge 2x thumb
The issue mentioned above has been resolved . Could you please try it once again and confirm if the webhooks are working again? 
Photo of Benjamin Dean

Benjamin Dean, Alum

  • 8,622 Points 5k badge 2x thumb
I've also updated the StackOverflow issue you've reported for the same issue. Please do retry and let us know how it is going. :)
Photo of Janielle

Janielle

  • 530 Points 500 badge 2x thumb
Thanks very much, it's working again.

If I have a small feature request, who do I direct it?
Photo of Benjamin Dean

Benjamin Dean, Alum

  • 8,622 Points 5k badge 2x thumb
You can create a new RingCentral Developer Community post and label it as an "Idea". :)