RingOut problem

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  • Problem
  • Updated 2 months ago
  • (Edited)
We developed all features with RingOut API in sandbox for our web application. Yesterday it worked perfectly.Today strange things happened. When made call, somehow the "to" phone became first leg and "from" phone the second leg. The response after RingOut request was as something like 
{
"id": "Y3MxNjk2MTIzOTgyNDMyMTUyMDlAMTAuMjguMjAuMTEw",
"uri": "https://platform.devtest.ringcentral.com/restapi/v1.0/account/~/extension/~/ringout/Y3MxNjk2MTIzOTgyNDMyMTUyMDlAMTAuMjguMjAuMTEw",
"status": {
"callStatus": "Invalid",
"callerStatus": "Invalid",
"calleeStatus": "Invalid"
}
}Can someone let me know what went wrong?
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Bill Love

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Posted 3 months ago

  • 3
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John Wang, Official Rep

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Does your RingOut set the `playPrompt` property to `true`?

If it's true, the `to` should be dialed first and the user should be prompted to press `1` to connect the call.

If not, both legs can happen at the same time.
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VB, Official Rep

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@BillLove,  Can you provide us with the full API Request ? 
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Tyler Tullock

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Ours is now NOT working as well after working well for many years
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Tyler Tullock

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Please help!
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John Wang, Official Rep

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Bill and Tyler,

Vyshakh and I have both tried to reproduce this unsuccessfully so far.

Please create a support ticket using the methods below so we can get specific call information from you for our team to track this down.

Create a support ticket by

1) filling out a web form using the link at the bottom of this page:

https://developer.ringcentral.com/support.html

2) sending an email to

devsupport@ringcentral.com

Thanks,
John
(Edited)
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Tyler Tullock

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So I just spent an hour with tech support.  It seems to be that a recent change at Ringcentral has FLIPPED the To and From fields.  Have been using the URL as per this page: https://service.ringcentral.com/ringoutapi/

2. Call

Used to be that for us to call a customer we would put the customer's phone number in the TO parameter and the ringcentral number we wanted the call to connect to (which of our employee's desk phones) in the FROM field.  Now it works in the reverse of that.  But after reversing those fields in the URL I am sending it works as expected. Very very strange that those two fields were flipped without telling customers.

Anyway.  Great support as usual on the phone.

Tyler

(Edited)
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Alber

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Hi Tyler is this from the mobile app or the desktop soft phone app that you’re referring to ?

I wish we could chose to call from any number prior to making a call. Current the apps whether mobile or desktop only allow you to have a default call out number. So when you call out you only call from that number but sometimes I have customers from different states or areas and I’d like to call out from different areas.

I know when we manually dial out we can pick a number to call from but I was referring to when we select a contact in the contact part of the app and just call out, it calls out from the default number on the application.
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Tyler Tullock

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I am just constructing a URL and opening that URL with my custom CRM software.  The URL looks like this and you can call and call from any number...  

https://service.ringcentral.com/ringoutapi/

Look at the sample URL at bottom of section 2. if you are interested.

Tyler
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Bill Love

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I searched and found one post similar to us: 

https://devcommunity.ringcentral.com/ringcentraldev/topics/facing-a-issue-in-calling-the-specified-forward-number

In that it said that to use new interface https://developer.ringcentral.com/api-docs/latest/index.html#!#RefRingOut.html

It seems that RingCentral updated ringout interface but not deprecated old one properly. 

RingOut URI
/restapi/v1.0/account/{accountId}/extension/{extensionId}/ring-out

Please note: The URI /restapi/v1.0/account/{accountId}/extension/{extensionId}/ringout is deprecated, but still supported for backward compatibility.

RingOut Call Status
URI
/restapi/v1.0/account/{accountId}/extension/{extensionId}/ring-out/{ringoutId}

Please note: The URI /restapi/v1.0/account/{accountId}/extension/{extensionId}/ringout/{ringoutId}
is deprecated, but still supported for backward compatibility.

I used "ring-out" instead of "ringout" in the call, everything worked fine now.
(Edited)
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Brian Kleinfall

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Beware my understanding as of 2/21/2018 is that RingCentral is aware of the issue and it should be fixed - so if you reverse the to/from it will be broken again once the fix is applied.  Can someone from RingCentral confirm this please.  I am using ringout.asp API with a HTTP POST.
(Edited)
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Tyler Tullock

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Thx for the heads-up!  I was thinking that might happen.
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Todd Schuler

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Is there any update on this from a RingCentral rep?  Our integration is working in reverse suddenly and I am hesitant to change the code if it is likely to be changed back.  An ETA on any potential fixes would be helpful in determining next steps for us.
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Phong Vu, Devangelist

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Hi Todd,

Here is the latest update status of the RinngOut problem.
https://devcommunity.ringcentral.com/ringcentraldev/topics/ringout-problem

King regards,
Phong
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Brian Kleinfall

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I reversed the to/from as someone mention higher in the forum.  It was working last week great.  RingCentral said they were going to push out a fix this weekend, which I would have thought would break it again after reversing the to/from, but our ringout tool is still working this morning - so not sure what if anything happened this weekend.
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John Wang, Official Rep

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No update happened this weekend. Our team has been working on a fix which we will be implementing for customers with upcoming upgrades first so they won't be affected. Then we will be patching affected customers. We will provide dates to customers when we have them.
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Tyler Tullock

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Thanks for the update Brian.  Still working here too.  
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Clay

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Reversing the to/from has no effect for me.  It's still calling the destination first and prompting them to "Press 1 to connect", and then ringing my RC phone only after the person I'm trying to call has pressed 1.  Exactly the opposite of what it had been doing.  I can't get it to function properly at all now.  Really frustrating, as this was working perfectly before.
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John Wang, Official Rep

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Here, reversing the to/from means using the destination phone number as the "from" and your phone number as the "to".

Correct behavior:

  • to: 14155550100
  • from: 16505550100
  • playPrompt: 1

This would call 16505550100 first.

Modified interim behavior for some affected customers:

  • to: 16505550100
  • from: 14155550100 
  • playPrompt: 1

This would call 16505550100 first.

We are going to revert this behavior, but if you make this change where you list your phone number as the "to", it should call you first, if your account is affected.
(Edited)
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Clay

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Thanks!  I thought it seemed odd that simply changing the order of the variables in the query string would make a difference.  This makes much more sense.
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Todd Schuler

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Is there an ETA for a fix on this?  The last update was a link back to this discussion.  Is it smart for me to reverse the parameters at this point?  That seems like an awful idea. If there is a fix coming soon I'd like to avoid that if possible.
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Tyler Tullock

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Appears the code may be back to the original now.  We are having issues again today with ring out. Getting ready to revert to original code on my end and will report back it that fixes it.
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Brian Kleinfall

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Same here -  had to go back to old code as of Wednesday morning.
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Brian Kleinfall

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Well it shifted back the other way this morning - not sure what is going on
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John Wang, Official Rep

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The change here was a bug and only affected a limited number of customers so we have been reverting the behavior back for affected customers so all customers see the same behavior. When the behavior reverts back to the original behavior, you should see no more changes after that.

Our support team has been notifying all affected customers. Please get the latest status on your account by contacting our developer support team by creating a ticket using the link at the bottom of the page here:

https://developer.ringcentral.com/support.html
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Tyler Tullock

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Yeah. I couldn’t get it working last night when I reverted back to original code. Maybe I’ll try the recent working code again today to see it works again.
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Tyler Tullock

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Put our old original code back in place and it is working again for us now.  Thx