Why am I not receiving incoming calls webhook events inside business hours?

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alexandra-gonzi13477 asked Jan 14, '19 Tyler Liu answered Jan 16, '19

Why am I not receiving incoming calls webhook events inside business hours?

Hello,

we have a free account application named "LeadsBridge Application". We use it for our business and we created an incoming call subscription through API for our customer.

When we retrieve subscriptions from API we obtain correctly the subscription

{
                 
        "uri": "https:\/\/platform.ringcentral.com\/restapi\/v1.0\/subscription\/781db18e-4595-4e1f-b1de-579336af0054",
        "id": "781db18e-4595-4e1f-b1de-579336af0054",          "creationTime": "2019-01-09T21:42:17.694Z",          "status": "Active",          "eventFilters": [              "\/restapi\/v1.0\/account\/2109957020\/extension\/2109957020\/missed-calls",              "\/restapi\/v1.0\/account\/2109957020\/extension\/2109957020\/incoming-call-pickup",              "\/restapi\/v1.0\/subscription\/~?threshold=86400&interval=3600"          ],          "expirationTime": "2034-11-13T22:35:37.694Z",          "expiresIn": 499575392,          "deliveryMode": {              "transportType": "WebHook",              "encryption": false,              "address": "https:\/\/leadsbridge.com\/app\/webhook\/02f0fe510a03a1865354d374da0beba8"          }  }

Our customer has some business hours configured in their account with id 2109957020.

When we try to do some calls to their phone number out of their business hours, we receive correclty webhook notification.

When we try to do some call inside their business hours we don't receive any webhook notification.

Do you have any idea what is causing this behaviour? Could be due to some account settings?

Of course we would like to receive webhook events always.

Thanks, Regards.

sdk

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Answer 1 · 2019-01-15T09:26:46Z

Tyler Liu answered Jan 15, '19

When the webhook subscription stops working, please check it status:

HTTP GET /restapi/v1.0/subscription

Make sure it's not blacklisted.

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Answer 2 · 2019-01-15T13:37:23Z

alexandra-gonzi13477 answered Jan 15, '19

Hi Tyler,
thanks for the answer.

I tried to get subscrition info during business hours (when webhook event doesn't arrive) and the subscrition status is ACTIVE as during not business hours (when webhook event arrives).

Any further idea?

Thanks, Regards.

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Answer 3 · 2019-01-16T01:13:00Z

Tyler Liu answered Jan 16, '19

Please submit a help ticket.

Please include as more details as possible: clientId, clientSecret, extensionId, timestamps, call logs records...etc.

Our engineers will figure out the root cause.

Tyler

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