RingCentral event subscriptions, 'Call Completed' is not sent for dropped calls.

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  • Updated 4 weeks ago
RingCentral event subscriptions, 'Call Completed' is not sent for dropped calls. We have an application that interacts with RingCentral. One of its features turns user status to "Do Not Disturb" when user gets on a call, then turns it back to "Available" when the call is finished. This is so users do not get call queue calls ringing while they are talking.
It works well, the app subscribes to the RingCentral notification events and uses "Call Started" and "Call Completed" telephony status. 
However sometimes when user call drops or otherwise ends obruptly, the "Call Completed"  notification is not received which causes the user to stay on "Do Not Disrturb" after the call ended. 
How can we ensure that we are always notified when calls end?
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Adam Antoszewski

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Posted 1 month ago

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Phong Vu, Devangelist

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Hi Adam,

Which notification event do you use? The Account Presence or the Extension Presence? Or something else? I don't see the "Call Completed" status. These are the only telephony statuses I can see:

'NoCall' | 'CallConnected' | 'Ringing' | 'OnHold' | 'ParkedCall' 

I don't know how did you implement that and how it worked well as you said. Please provide some code snippet so I can investigate.

Meanwhile, you can read this blog to see how I use presence notification to detect incoming calls and define if it's a missed call or a call connected and when the call ends.

https://medium.com/ringcentral-developers/how-to-get-a-new-call-recording-notification-ee9f2a6e41a0

Hope this helps and let me know,
+ Phong
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Adam Antoszewski

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Hi Phong,

I am using telephony status NoCall and CallConnected:

if (call.TelephonyStatus == TelephonyStatus.NoCall)
{
    CallEnded(callInfo, e);
}
else if (call.TelephonyStatus == TelephonyStatus.CallConnected)
{
    CallStarted(callInfo, e);
}


This is a Presence notification with ActiveCalls attached child object.
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Phong Vu, Devangelist

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So you meant you can detect from NoCall to CallConnected. But when the call ends, you don't get notified with the NoCall status? Does that happen all the time with Inbound and Outbound calls or just time to time? And also, is that the Company Presence or Extension Presence API?
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Adam Antoszewski

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This is on account extension API. I do not get "NoCall" event for calls that were connected but dropped or ended obruptly. I does not happen often, for a user who makes 15 calls a day, it happens once or twice a day. We have about 60 users with this functionality enabled, which are users in call queues. Our company has 130 or so using RingCentral.
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Phong Vu, Devangelist

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Thanks for confirmed info Adam! I will test and ask the team to investigate this. Meanwhile, if you observe any other issues or suspecting causes, please let me know.

BTW, do you use WebHook or PubNub for the notification? Do you use our SDK and if yes, what SDK?

Regards,
+ Phong
(Edited)
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Igor Bebin, Official Rep

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Hi Adam, 

Small remark, if call was dropped/ended abruptly Client might receive "No Call" event prior "Call Connected" due to re-ordering/transport delays, etc. Could you please confirm your Client respect and analyze "sequence" attribute in Presence API/Push Notification?

Thanks,
Igor