Webhook receiving events only when call placed on extensions direct number

  • 1
  • Problem
  • Updated 1 year ago
Ringcentral Community,
I am finally in production with my app however I am having an issue that did not happen on sandbox. My app is mainly responsible from handling webhook subscriptions and I am expecting to receive all events on calls for all active user extensions. So far so good, subscription is successfully made but I receive events on webhook only when I dial an extensions direct number. Am I doing something wrong in subscription? Or is this related to an account setting? I know that there are several phone numbers that are linked to different extensions at different times. I thought one subscription will be able to handle it all since subscription is made by extension id. Please help me understand what im missing here. Many thanks!

Application name: JLimoGUI
App Key: 872ZZqtFTZ6oHDVDqVDnmw

Here is my subscription:
{  "uri": "https://platform.ringcentral.com/restapi/v1.0/subscription";,
  "records": [
    {
      "uri": "https://platform.ringcentral.com/restapi/v1.0/subscription/b8bc1c21-d93d-4b41-ade0-3c1583fac4a1";,
      "id": "b8bc1c21-d93d-4b41-ade0-3c1583fac4a1",
      "creationTime": "2017-01-30T14:40:52.007Z",
      "status": "Active",
      "eventFilters": [
        "/restapi/v1.0/account/1304002021/extension/1024890020/presence?detailedTelephonyState=true&sipData=true",
        "/restapi/v1.0/account/1304002021/extension/1013170020/message-store",
        "/restapi/v1.0/account/1304002021/extension/1013169020/presence",
        "/restapi/v1.0/account/1304002021/extension/1024889020/presence",
        "/restapi/v1.0/account/1304002021/extension/1013169020/presence/line",
        "/restapi/v1.0/account/1304002021/extension/1304002021/presence/line/presence?detailedTelephonyState=true",
        "/restapi/v1.0/account/1304002021/extension/1304005021/presence?detailedTelephonyState=true&sipData=true",
        "/restapi/v1.0/account/1304002021/extension/1024889020/message-store",
        "/restapi/v1.0/account/1304002021/extension/1013170020/presence?detailedTelephonyState=true&sipData=true",
        "/restapi/v1.0/account/1304002021/extension/1013170020/presence/line",
        "/restapi/v1.0/account/1304002021/extension",
        "/restapi/v1.0/account/1304002021/extension/1013171020/presence?detailedTelephonyState=true&sipData=true",
        "/restapi/v1.0/account/1304002021/extension/1304005021/message-store",
        "/restapi/v1.0/account/1304002021/extension/1013171020/message-store",
        "/restapi/v1.0/account/1304002021/extension/1013170020/presence",
        "/restapi/v1.0/account/1304002021/extension/1304002021/presence?detailedTelephonyState=true&sipData=true",
        "/restapi/v1.0/account/1304002021/extension/1304002021/presence",
        "/restapi/v1.0/account/1304002021/extension/275080027/presence?detailedTelephonyState=true&sipData=true",
        "/restapi/v1.0/account/1304002021/extension/1013169020/presence?detailedTelephonyState=true&sipData=true",
        "/restapi/v1.0/account/1304002021/extension/1304005021/presence",
        "/restapi/v1.0/account/1304002021/extension/1013171020/presence/line",
        "/restapi/v1.0/account/1304002021/extension/1013171020/presence",
        "/restapi/v1.0/account/1304002021/extension/1304005021/presence/line",
        "/restapi/v1.0/account/1304002021/extension/275080027/message-store",
        "/restapi/v1.0/account/1304002021/extension/1024890020/message-store",
        "/restapi/v1.0/account/1304002021/extension/1013169020/message-store",
        "/restapi/v1.0/account/1304002021/extension/1024889020/presence?detailedTelephonyState=true&sipData=true",
        "/restapi/v1.0/account/1304002021/extension/1024889020/presence/line",
        "/restapi/v1.0/account/1304002021/extension/1304002021/message-store",
        "/restapi/v1.0/account/1304002021/extension/275080027/presence/line",
        "/restapi/v1.0/account/1304002021/extension/1024890020/presence",
        "/restapi/v1.0/account/1304002021/extension/275080027/presence",
        "/restapi/v1.0/account/1304002021/extension/1024890020/presence/line",
        "/restapi/v1.0/account/1304002021/extension/1304002021/presence/line/presence",
        "/restapi/v1.0/account/1304002021/extension/1304002021/presence/line"
      ],
      "expirationTime": "2017-02-06T14:40:52.007Z",
      "expiresIn": 517672,
      "deliveryMode": {
        "transportType": "WebHook",
        "encryption": false,
        "address": "https://somethingsomething/PBXService/Ringcentral";
      }
    }
  ]
}
Photo of Yigit Karatas

Yigit Karatas

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Posted 1 year ago

  • 1
Photo of Benjamin Dean

Benjamin Dean, Alum

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Hello Yigit,

I just tested this using both my Sandbox and Production accounts.

When I dialed the Main Company Number and then entered the extension (for a user in production who does/does not have a Direct Number configured), I received Webhook events (while using eventFilters for presence?detailedTelephonyStatus=true).

You said, "So far so good, subscription is successfully made but I receive events on webhook only when I dial an extensions direct number. Am I doing something wrong in subscription? Or is this related to an account setting?".

It is possible (and you could contact Support to check if the extensions/users are configured properly).

I would make sure:

1. The User has completed activation
2. Verify the user/extension is configured to for Presence to be visible

See if either of those are causing issues, since those are the only two things I can think of since I am not seeing this in using any configuration to recreate the issue you've described.

Let me know if that helps.