question

gordon-hu10196 asked Sep 20, '18 gordon-hu10196 answered Oct 16, '18

Invalid Extension - after adding a new extension, mobile app users need to re-log in

Hi RC family,

I have noticed that whenever I add an extension, the end user's mobile app device will need to log out + log back in, in order to dial that extension.

Otherwise, it may say "Invalid Extension - Entered extension is not present in your account's extension. Please check the number and try again"

topic-default

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

saadetswift16514 answered Sep 21, '18

Hey Gordon,

I'm a little confused. When is this message popping up? On the newly created extension's mobile app or an existing extension's?

Do you have an example that you could share?

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

funeraldir9643 answered Oct 16, '18

I'm having the same thing happen but it's with our call Q's. I can dial it from all the other apps and the desk phone but not the application.

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

gordon-hu10196 answered Oct 16, '18

RingCentral tech support says it is a product limitation that people will have to re-log in in order to see the new extension, IVR, etc.

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

funeraldir9643 answered Oct 16, '18

I did restart and it's still not able to dial it. This ring Q has been setup since we first created the account. Ironically, it's actually the Helpdesk extension.

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

funeraldir9643 answered Oct 16, '18

Oh yes I meant to say logged out...not restart. Although I'm doing that now as well.

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

funeraldir9643 answered Oct 16, '18

Nope still stuck not able to call that extension from the new app.

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

gordon-hu10196 answered Oct 16, '18

Hey FurneralDIR, did you "log out"?

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

gordon-hu10196 answered Jul 28, '20

I see. sorry mate! you may have to create a support ticket :-)

1 |1000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.