Latency Issue: Call Routing Delay on RC Desktop App
Issue: Call routing latency when declining calls in RC Desktop v26.1.20.
Environment: MaxAgent integrated with the unified RingCentral Desktop App.
Observation: Upon clicking "Decline," the app enters a "connecting leg" state, causing a significant delay in routing the call to the next agent in the queue.
Comparison: The legacy RC Phone app routes these calls instantaneously under the same conditions.
Impact: Reduced agent productivity and increased wait times within the queue.
Goal:
Optimize the interaction between the RC Desktop unified app and MaxAgent to eliminate the current routing lag and improve overall SLA performance. Currently, when an agent selects "Decline," there is a 30–45 second latency before the call is routed to the next available agent.
Kirtvir
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