Today we enable TAS Bypass on RingCX CCRN’s and it has negative effects in CC
• Caller ID Name (CNAM) is stripped off and not delivered to CC
• Cradle to Grave Reporting on a customer’s journey between MVP and RCX or vice versa is not something RC can deliver. This is a highly sought out ask of our prospective clients, especially if they have used other disparate systems and by switching to RC they expect we can provide this level of integrated detail
• With TAS Bypass enabled Agents are not able to use RingSense for Phone and or anything that may develop that uses Telephony services. Today RCX Agents have a separately engineered Disposition Summary, that while I love it, it still requires R&D from the CX team instead of leveraging the RingSense for Phone team. Remember RCX customers are paying extra for features, they should get everything MVP offers then the added value of RCX and not lose features the UC team has. Streamlines and eliminates lag time between new developments in UC making its way to our RCX agents.
• Enabling TAS will also help us with our single UI for UC/CC and remove the RCX WebRTC Integrated softphone that is another element that is redundant and yet has to be handled by R&D. By removing the RCX Integrated Softphone we then can support calling 911 Emergency Services and fully Support Citrx VDI. Reducing elements that are legacy and improving our One Company supporting business needs.

I would like to call out George Gary has in the past successfully created elements in RCO/MVP backend to allow CCRN’s to enter the CC while disabling any MVP IVR timers, Agent Timers like fwd to vm etc that might prevent the CC from managing the callers journey. I am not sure what George had called it back in the day, I propose TAS with RingCX Exceptions (meaning we do not monitor to pull back to MVP or send a call to an agents personal voicemail)