RingCX -- Integration with MVP / RingEX Improvements (Single Pane of Glass)
This initiative is being worked on and is called Single Pane of Glass
The biggest point of need is they need to operate under the same pane of glass. Either the RingEx client or in a web browser. You should not have to open two separate windows to handle RingCX and MVP conversations, calls, etc.
The status between MVP and RingCX needs to sync. If you are on a call on either side, the other side needs to know about this. If you set yourself away or DnD, likewise.
You cannot see MVP queues in the Corporate Directory when transferring a call from RingCX to an MVP queue.
Chase
shared this idea
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Dan
commented
Agreed with the statuses - also with the ability to conference not really being in CX Web I need to do that in EX Client, messages only in the CX Web, Soft transfers only in EX Client
So stuck going in between as a company that receives inbound interactions and call backs then needs people to hop back and forth between the platforms to execute various just call tasks.
Being able to see actual availability , soft transfer, conference call (internally and externally) and such seem like needed added functionality.
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Joseph
commented
RingCX and Ring MVP Users can not see each other's availability. Our RingCX Users are often directing calls to RingMVP Users, but very limited visability is available. Instead, there needs to be a HUD for both directions. MVP Users need to be able to see whether RingCX User are on the phone or availalble.
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The idea is to have Messaging Channel(s) in MVP/RingEX to chat to RingCX Queues/Agents. The User community will have a tighter integration between UC & CC. This is a common ask from internal IT support teams.
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Instead of requiring a second app be used when a RingCX agent is pushing their audio path to a RingEX endpoint, there is value in embedding the RingEX phone where the current integrated RingCX phone is located. Training agents to use only the phone in the web browser page is easier for agent on-boarding. Allowing for the phone to be detached/float around the interface could offer both options for customers.
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Current UC customer looking at Engage Voice (would raise ARR). There biggest headache is that when an EV agent logs in with their RCO endpoint, that destination is simply a 'dummy' telephony call leg. This idea would pass call details (call baggage) like ANI, DNIS, CNAM, Queue/campaign call connected on, etc and display this within the RCO endpoint (like RC Phone or Desktop app) should the user be taking a call on behalf of EV.
