topic Re: Unable to Open Calling Window or Switch Provider for Users in Account in Calling

Unable to Open Calling Window or Switch Provider for Users in Account

Sadat — Thu, 19 Dec 2024 09:02:08 GMT

I'm currently working on developing a public HubSpot app to integrate with my third-party calling solution. I was able to use the calling-extension SDK, and opted into the inbound calling beta, and got what I needed.

However, when I access the same account with my app installed from a different user, I'm not able to open up the calling window, or switch the calling provider for outgoing calls. Does anyone know why?

I don't know if it's a permissions or subscription issue, I gave the other user super-admin, and a sales-enterprise seat, I even re-joined the beta and made sure it included all users in account. So I appreciate any ideas.

Re: Unable to Open Calling Window or Switch Provider for Users in Account

Jigar_Thakker — Thu, 19 Dec 2024 09:33:06 GMT

Hi @Sadat ,

Thank you for sharing the details of your issue. Can you review the steps below, which should help in resolving the problem.

Ensure the app has all necessary permissions beyond super-admin rights, including specific permissions related to calling and app functionality.
Verify that the calling settings and provider are correctly configured for the affected user, and confirm their settings match yours, especially regarding the calling provider options.
Double-check that the Calling-Extension SDK integration is correctly set up for all users and that any manual configuration steps were applied uniformly.
Look for any error messages or logs that could provide clues about what is blocking the calling window or the ability to switch providers and send screenshots if any possible.
Confirm that the affected user is fully included in the beta program and ensure their access settings are updated if necessary.
Verify that the third-party provider supports the required functionalities for both initiating and handling calls, as some features may vary. ( Refer here )
Check that the global calling settings are properly configured and ensure that calling hasn’t been disabled for the affected user by a super admin. ( Refer here)
Confirm that the user knows how to select the correct calling provider from the call widget in HubSpot by navigating to a contact, clicking the calling icon, and choosing the provider from the dropdown menu.
As a last resort, uninstall and reinstall the integration for the affected user to refresh permissions and settings.

Let me know if you need further assistance on this. If this helps, feel free to mark it as the solution ✔️ and give it an upvote 👍 !

Re: Unable to Open Calling Window or Switch Provider for Users in Account

Sadat — Fri, 20 Dec 2024 06:14:33 GMT

There's simply no option to use the calling provider or the calling window.
I gave the user super-admin permission, sales & service seats, re-joined the beta (for the entire account, not just one user), and I made sure all the needed configurations for the app are set to `true`. I even re-installed the entire app.

My purpose right now is to test my app with different users on the same developer test account. But I'm not able to.

Re: Unable to Open Calling Window or Switch Provider for Users in Account

Sadat — Thu, 26 Dec 2024 12:42:25 GMT

Managed to get it working by:

1. Re-joining the beta, and making sure it included all users in the account, not just the superadmin joining it.
2. Going to settings -> Calling tab -> Choosing provider to be my app