When I call my direct line I get the message prompt "Mailbox is full" then it hangs up.

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  • Updated 2 years ago
When I call my direct line I get the message prompt  "Mailbox is full" then it hangs up although in my Sandbox all messages have been deleted/clear out. Also, when I perform a ringout through Ring Centrals API explorer I get the never changing response message "InProgress" yet the callee's phone does not ring or receives the call, but when I go into my call logs in the sandbox it shows the call was placed but with no answer and what is weird is the "to" field in the call logs show my direct number even though that was not the number used in the to: field from the Api explorer. Everything has been working fine but this problem did not occur until yesterday.
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Kobie Williams

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Posted 2 years ago

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Benjamin Dean, Alum

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Hey Kobie,

You said these items were not a problem until yesterday, could you retry today and confirm if you experience the same results (in case this was transient errors)?

TL;DR 

Below are some issue isolation and troubleshooting steps for each issue you addressed above. If you could provide the results of taking action according to each of these steps, that will help in isolating what the cause of the issue could be.

1. "When I call my direct line I get the message prompt  "Mailbox is full" then it hangs up although in my Sandbox all messages have been deleted/clear out."
  • In the Sandbox Online Account Portal (https://service.devtest.ringcentral.com) is the Direct Number set as Fax Only || Voice & Fax || Voice Only?
  • In the Sandbox Online Account Portal (https://service.devtest.ringcentral.com) are calls connecting to the Direct Number set to go to the Auto Receptionist or a specific Extension (and if so, which extension) please?
  • In the "Messages & Notifications" settings for the User, could you confirm "Take Messages" configuration is set to "Yes"?
  • Which "Voicemail Greeting" are you using, Default or Custom?
  • What is the value of the "Message Recipient" configuration property please?
  • Have you purged your messages/voicemail and re-tested to see if that solves the problem?
2. "Also, when I perform a ringout through Ring Centrals API explorer I get the never changing response message "InProgress" yet the callee's phone does not ring or receives the call."
  • Since the RingCentral API and API Explorer are RESTful in nature, you will not receive a notification of the change of state on the server (unless you create a Push Notification and subscribe an event consumer to receive the Push Notification Events || Webhooks). Here is a sample application you can use to get you started with Push Notification (aka: Subscription): https://github.com/bdeanindy/ringcentral-subscription-basics and here is a sample app for Webhooks: https://github.com/bdeanindy/ringcentral-webhook-basics
  • If you do not wish to use Push Subscription, you can try long-polling the Extension's Active Calls: https://developers.ringcentral.com/api-docs/latest/index.html#!#RefGetExtensionActiveCalls
  • You mentioned using a Sandbox account earlier, could you confirm if the Softphone is pointing to Sandbox or Production please?
  • Have you tried using only the Softphone (without RingOut API) to isolate this further? If yes, please share the recreation steps which resulted in the error.
  • Could you please provide the full RingOut request and response (with headers and body) you're using?

3. "When I go into my call logs in the sandbox it shows the call was placed but with no answer and what is weird is the "to" field in the call logs show my direct number even though that was not the number used in the to: field from the Api explorer."
  • Could you please provide the full RingOut request and response (with headers and body) you're using, if it differs from above?
  • Could you please share your Sandbox Main Company Number and the Username (phone/email) you're using to obtain the access_token?
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Kobie Williams

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In the Sandbox Online Account Portal (https://service.devtest.ringcentral.com) is the Direct Number set as Fax Only || Voice & Fax || Voice Only? Voice Only

Set to Voice Only

In the Sandbox Online Account Portal (https://service.devtest.ringcentral.com) are calls connecting to the Direct Number set to go to the Auto Receptionist or a specific

Set to Auto-Receptionist

 

In the "Messages & Notifications" settings for the User, could you confirm "Take Messages" configuration is set to "Yes"?

Is set to yes.

Which "Voicemail Greeting" are you using, Default or Custom?

Is set for default

What is the value of the "Message Recipient" configuration property please?

Ext. 102, Greg Bower

Have you purged your messages/voicemail and re-tested to see if that solves the problem?

Has no messages

 

I don’t have a production account setup.

I used the softphone to make a call and everything worked fine the phone on the other end received a call from it.


Request URL:

https://platform.devtest.ringcentral.com/restapi/v1.0/account/~/extension/~/ringout


Response Body:

{

  "uri": "https://platform.devtest.ringcentral.com/restapi/v1.0/account/671934005/extension/671934005/ringout/...;,

  "id": 1009,

  "status": {

    "callStatus": "InProgress",

    "callerStatus": "InProgress",

    "calleeStatus": "InProgress"

  }

}


Response Code: 

200

Response Headers


{
  "date": "Wed, 04 Jan 2017 20:42:48 GMT",
  "content-encoding": "gzip",
  "routingkey": "SJC11P01PAS02",
  "content-length": "174",
  "content-language": "en-US",
  "content-type": "application/json; charset=UTF-8"
}

 

Main Company number is:  713-626-9336

User Name is: kwilliams@johnsonlawgroup.com

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Benjamin Dean

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I didn't see the "Request Body" and "Request Headers", could you provide these (as they are most important)?
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Kobie Williams

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Request URL:

https://platform.devtest.ringcentral.com/restapi/v1.0/account/~/extension/~/ringout


Response Body:

{

  "uri": "https://platform.devtest.ringcentral.com/restapi/v1.0/account/671934005/extension/671934005/ringout/...;,

  "id": 1009,

  "status": {

    "callStatus": "InProgress",

    "callerStatus": "InProgress",

    "calleeStatus": "InProgress"

  }

}


Request Header:

{

  "date": "Wed, 04 Jan 2017 20:42:48 GMT",
  "content-encoding": "gzip",
  "routingkey": "SJC11P01PAS02",
  "content-length": "174",
  "content-language": "en-US",
  "content-type": "application/json; charset=UTF-8"
}



Main Company number is:  713-626-9336

User Name is: kwilliams@johnsonlawgroup.com

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Benjamin Dean, Alum

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Are you updating the ringoutId which is part of the response from the POST request to create a RingOut in the query parameters of the "GET" method for the RingOut route: https://platform.devtest.ringcentral.com/restapi/v1.0/account/~/extension/~/ringout/{{ringoutId}}? (just trying to be certain since I didn't see it in the Request URI you provided above).

I will need to see the JSON body you are POSTing to RingOut you are using, as this can demystify some of what might be happening.
Since RingOut is a two-legged call with an optional prompt, knowing the values being supplied in the POST request is most helpful in debugging.

I do not see your Authorization or Accept Headers in your request (might want to add/set them to the appropriate values, just to rule out anything):
- Authorization = Bearer {{yourAccessToken}}
- Accept = application/json

Within 1-3 minutes after the initial POST to RingOut, what is the result of a GET request to the Call-Log's Active Calls for the extension respectively please? https://developers.ringcentral.com/api-explorer/latest/index.html#/!/Call_Log/listExtensionActiveCal...
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Kobie Williams

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I am doing it straight from your API explorer. https://developer.ringcentral.com/api-explorer/latest/index.html
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Benjamin Dean

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I understand, when you create the RingOut using the API Explorer, it is still a POST request which means there is data being sent to the API in the Request Body.

Could you Make a RingOut Call and paste the value in the "Curl" field that is displayed (see screenshot for example). That will contain the POST body being used please.
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Kobie Williams

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Below is the Logs of the response. 



(Edited)
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Kobie Williams

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I notice that in my sandbox in the call log screen I am told I don't have enough credits to complete the call that was attempted.When I looked into the matter I have to pay for more credits according to your knowledge base. https://success.ringcentral.com/articles/RC_Knowledge_Article/Frequently-Asked-Questions-Billing  It looks like I exceeded 500 minutes. This is also the reason why I have been greeting "message box is full"  when I call my Company numbers. I did not know I would get charged to run a sandbox account?
(Edited)
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John Wang, Official Rep

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We limit the number of minutes per month in the sandbox account to prevent abuse. 500 minutes / month is enough for the vast majority of our developers. Contact developer support to get more minutes for testing. You can do this via email to devsupport@ringcentral.com or by creating a case from the developer support web page.
(Edited)
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Kobie Williams

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Am I subject to the 500 minutes/month limitation even if I'm a paying customer.
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Benjamin Dean

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That is for all sandbox accounts IIRC. Just contact support for an increase if required.