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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Katherine
commented
We have this enabled on our partner account, but we can no longer launch the admin portal or analytics from EX. And the Icon has change from Ring CX to just Agent. I don't want to recommend this feature to another customer who has over 200 CX agents whose managers are used to launch admin and analytics pages from EX until this is fixed. Both Icons were shown the first day we had it enabled and then the RingCX icon disappeared.
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Justin
commented
FYI Maria, you can have this enabled, but you will probably have to contact your Channel Solutions Engineer or Regional Partner Manager to get it enabled. I contacted RC Support and they had no clue about what I was asking. The feature is called "Single Pane of Glass".
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Katherine
commented
It's supposed to be available but have a hard time getting it enabled.
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Maria Cecilia
commented
ability to login to RCX inside the RC APP and not to open in another browser
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Randi
commented
In addition to the new cradle to grave historical reports, I am getting requests from customers who would like combined EX + CX Live Dashboards so that they may monitor EX and CX queues in one place. This would also be beneficial for EX users to have more visibility into the status of CX queues, so they know if agents are available prior to transferring.
This request comes from an existing RingCX + RingEX customer, United Scripts. -
Hilary
commented
Please make the presence synchronization bidirectional.
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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.
